Account Manager

Summary

Join Mark43 as an Account Manager and play a pivotal role in customer success and revenue growth. This client-facing position requires strategic account management, relationship building, and a deep understanding of customer workflows. You will serve as a trusted advisor, ensuring maximum value from Mark43's solutions while identifying opportunities for renewals and upsells. The role involves frequent travel and collaboration with internal teams to deliver seamless post-deployment experiences. Success hinges on fostering long-term partnerships, driving product adoption, and identifying growth opportunities for both customers and Mark43. This position offers a chance to work on mission-critical software supporting first responders and public safety within a supportive and inclusive workplace.

Requirements

• Have 5–10 years of experience in account management, customer success, consulting, or related roles
• Possess proven ability to manage renewals, upsell opportunities, and contract negotiations
• Demonstrate outstanding verbal and written communication skills, with the ability to translate complex technical topics for a variety of audiences
• Be skilled at identifying and addressing customer challenges, either independently or collaboratively
• Possess strong organizational skills, with experience documenting tasks and managing multiple priorities
• Be willing to travel up to 50–80%, often working directly from client sites

Responsibilities

• Advocate for the client to ensure their needs are being met while driving customer satisfaction and retention
• Collaborate with clients to understand their workflows and challenges, providing tailored solutions that drive value
• Partner with implementation and support teams to deliver a seamless post-deployment experience
• Track and analyze customer health metrics, such as NPS, to proactively address concerns and maintain high satisfaction levels
• Act as a liaison between clients and Mark43’s internal teams to ensure that feedback and issues are communicated and resolved effectively
• Utilize metrics to demonstrate return on investment (ROI) to customers and continually align our work towards customer’s KPIs
• Develop and execute strategic account plans with a focus on renewals, expansions, and upsell opportunities
• Identify and nurture relationships with key stakeholders and power users within client organizations
• Lead negotiations for contract renewals, expansions, and additional product sales
• Partner with sales leadership to forecast account growth opportunities and track revenue-related KPIs
• Deliver executive business reviews (EBRs) to police leadership and key stakeholders
• Provide product feedback to engineering and product teams based on customer insights
• Collaborate internally to develop strategies that address customer needs and improve processes
• Actively contribute to testing and refining new workflows to enhance customer and internal satisfaction

Preferred Qualifications

• Have experience in SaaS or enterprise software
• Have a four-year degree
• Have interest or experience working with government clients, including law enforcement

Benefits

• Mentorship and collaboration with a passionate and knowledgeable team
• Opportunities to grow through professional development programs, such as Udemy
• The chance to work on mission-critical software that supports first responders and public safety
• A supportive, inclusive workplace that values innovation and diverse perspectives