Account Manager

Summary

Join Mark43 as an Account Manager and play a pivotal role in customer success and revenue growth. This customer-facing role requires strategic account management, relationship building, and a deep understanding of customer workflows. You will serve as a trusted advisor, ensuring customers maximize the value of Mark43's solutions. Frequent travel is expected, primarily on the West Coast, focusing on public safety agencies. Success involves fostering long-term partnerships, driving product adoption, and identifying growth opportunities. The ideal candidate possesses 5-10 years of experience in account management or related fields within SaaS or enterprise software.

Requirements

• Have 5–10 years in account management, customer success, consulting, or related roles
• Possess proven ability to manage renewals, upsell opportunities, and contract negotiations
• Have 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
• Have strong organizational skills, with experience documenting tasks and managing multiple priorities
• Be willing to travel up to 50–80%, often working directly from customer sites
• Be located on the West Coast
• Have experience selling into public safety agencies

Responsibilities

• Advocate for the customer to ensure their needs are being met while driving customer satisfaction and retention
• Collaborate with customers 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 customers 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 customer 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 customers, 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