Account Manager

Summary

Join Mark43 as an experienced Account Manager on the East Coast! This customer-facing role blends strategic account management, relationship building, and revenue growth. You'll be the trusted advisor for government and public safety clients, maximizing their use of Mark43 solutions and identifying opportunities for expansion. This position requires frequent East Coast travel and a deep understanding of customer workflows. Success involves fostering strong partnerships, driving product adoption, and ensuring mutual growth. The ideal candidate possesses 5-10 years of relevant experience and strong communication and problem-solving skills. Mark43 offers a supportive and inclusive workplace with opportunities for professional development.

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% across the East Coast, often working directly from customer sites

Responsibilities

• Advocate for the customer to ensure their needs are being met while driving customer satisfaction and retention
• Collaborate with government and public safety 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 government and public safety 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 extensive experience working with government customers, including law enforcement and public safety agencies

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