Position OverviewThe Sales Account Manager is responsible for developing strategic customer relationships that drive retention, loyalty, and long-term success. This role serves as a trusted advisor to a large portfolio of clients-deeply understanding their needs, advocating for their goals, and ensuring they receive maximum value from FirstClose solutions. In addition to maintaining strong relationships, the Account Manager proactively identifies opportunities to expand account value through upsell and cross-sell initiatives.
The position plays a critical role in client engagement, conducting recurring reviews, presenting insights, and aligning FirstClose products with client business objectives. The Account Manager partners closely with internal teams to deliver seamless service, address issues, and represent the voice of the customer throughout the organization.
Responsibilities- Manage a large portfolio of client accounts, serving as the primary point of contact and trusted partner.
- Build and maintain strong, long-lasting relationships by understanding client needs, concerns, and goals.
- Act as the client advocate, ensuring timely issue resolution and exceptional service delivery.
- Work to retain at-risk customers, measured by customer retention and overall account health.
- Ensure all assigned customers are fully engaged and realizing expected value from FirstClose products.
- Conduct recurring account reviews, including QBRs/EBRs, performance summaries, and strategic discussions.
- Present data insights, usage metrics, and recommendations to help clients achieve their objectives.
- Execute meetings and events to educate customers on products, new features, and best practices.
- Communicate customer initiatives, priorities, and feedback clearly with both internal and external stakeholders.
- Coordinate with internal teams (support, product, IT, finance, sales) to deliver seamless client outcomes.
- Gather feedback and analyze customer data to identify adoption gaps, growth opportunities, and potential revenue.
- Identify upsell opportunities (increased usage, additional services) and cross-sell opportunities (new products).
- Thoroughly understand each customer's contract, including subscriptions, minimums, and renewal terms.
- Ensure clients are aware of new product releases, features, and capabilities to drive usage and retention.
- Meet regularly with assigned customers through virtual and onsite visits, conferences, and recurring touchpoints.
- Weave relationships throughout the client's organization to understand broader business areas.
- Escalate client issues appropriately and communicate service disruptions clearly and promptly.
- Document all account activities in Salesforce accurately and on schedule.
- Track revenue growth, volume transactions, and expansion opportunities in Salesforce.
- Follow procedures and best practices that improve the customer experience.
- Assist finance when requested by reviewing monthly invoices and securing outstanding payments.
Experience and Skills- 10+ years of strategic or enterprise-level account management experience, in mortgage banking, mortgage tech or fintech, working directly with credit unions or financial institutions.
- 10+ years of mortgage experience selling consumption-based pricing with strong monthly or annual commitments and long-term contracts.
- Proven experience managing complex accounts, driving revenue growth, and maintaining high retention rates.
- Excellent communication and active listening skills with the ability to understand client needs and articulate solutions.
- Strong negotiation skills, including experience managing contract renewals and closing expansion opportunities.
- Deep product knowledge and the ability to translate technical offerings into client value and business outcomes.
- Ability to track, analyze, and act on key metrics such as retention, NRR, usage, and adoption patterns.
- Technical aptitude and ability to quickly become an expert in FirstClose solutions.
- Desire to deeply understand customers' businesses and advocate effectively on their behalf.
- Proficiency in Microsoft Office Suite.
- Experience using Salesforce (CRM).
Compensation- Competitive Base Salary
- Commission Plan
- Employee Benefits Program
What We Offer:- Medical, Dental & Vision Insurance
- STD, LTD, Life Insurance
- Paid Holidays
- PTO
- 401k
Other Requirements - Basic background checks and references
Job Location 
