The Account Manager will be responsible for expanding existing account contracts to larger departments, upselling existing account and driving account renewals 120 days in advance of their contract end date for both enterprise and corporate accounts. They will be executing all renewal back-end work in a timely manner. This requires a high level of coordination with Customer Success Managers (CSM), Account Executives (AE), and other functions that support customers. The successful candidate will report into the Head of Customer Success, with dotted lines to CEO & Sales Leadership.

The team member will be measured by the renewal and upsell / account expansion rates of the whole portfolio and lapsed renewals. Depending on the customer and the AE relationship, this role will include both customer-facing time as well as back-end process management. Additionally, this person will help with overall strategic planning and execution for expanding revenue across the current customer base.

Requirements

What You'll Do

• In partnership with Customer Success & Sales, build and iterate the renewals process and project manage process improvements
• Retain and increase subscription revenue in existing customer accounts
• Identify and manage lengthier renewal scenarios and reduce lapsed renewal rate
• Ongoing management of forecasting process, and forecasting accuracy
• Verify contracts, negotiate and review terms and conditions
• Create proposals, including renewal rate calculations and contract preparation
• Coordinate with Sales Team on possible cross-sells within existing accounts

Monthly activities

• Manage a portfolio of monthly renewals ensuring customer retention and high dollar over dollar renewal rates
• Partner with Account team (AE, CSM) to provide seamless customer experience
• Manage outbound communication to clients (e-mail and phone) and resolve issues and/or inquiries related to annual subscription contracts in an accurate and timely manner
• Ensure accurate forecasting

Qualifications

• A minimum of 4 years experience in a business role, including handling renewals or sales
• Requires a strong, assertive approach
• Must be motivated, goal oriented, able to work independently and deliver on concrete goals and deadlines to ensure no lapsed renewals
• Experience tracking sales activities, customer data, and customer status
• Ability to multi-task across a high number of accounts at any given time
• High confidence in managing paperwork, contracts, and terms
• Strong oral and written communication skills
• Empowered to drive results
• Requires flexibility, as this role will evolve over time