Account Manager

Summary

Join Quorum, a leading provider of workflow software for government affairs professionals, as a Manager of Account Management! Lead and mentor a team of Account Managers, driving key performance indicators (KPIs) focused on customer adoption, sentiment, retention, and expansion. This integral leadership role involves managing a portfolio of mid-market customers, identifying improvement opportunities, and collaborating cross-functionally. You will retain and expand customer relationships, optimize engagement models, and develop team members. The ideal candidate possesses strong leadership, communication, and problem-solving skills, along with experience in B2B SaaS and managing customer success teams. Quorum offers a remote-friendly work environment with flexible options and a comprehensive benefits package.

Requirements

• 2+ years of experience managing teams of Customer Success Managers, Account Managers, or similar functions, or serving in a Team Lead capacity
• 3+ years of experience as an individual contributor in a Customer Success Manager, Account Manager, or similar customer-facing role within a B2B SaaS business
• Strong communication skills with the ability to build rapport, articulate concepts clearly & succinctly, generate enthusiasm for ideas, and drive action, both in-person or online
• Capable of motivating and developing a team, creating buy-in & alignment with organizational goals and objectives, and driving behavior
• Strong problem-solving skills, capable of addressing challenges quickly and constructively, uncovering root causes, and making informed decisions to drive resolution and prevent recurrence
• Ability to learn from past experiences, both successes and failures, and apply those learnings to improve future performance
• Demonstrated ability and success measuring and continually improving team and company metrics and KPIs
• Proficiency with CS platform software (preferably Gainsight), CRM software (preferably Salesforce), analytics tools, office productivity suites (preferably G-Suite), AI tools (preferably ChatGPT), and other common B2B SaaS CS and Sales tech stack applications to streamline processes and enhance team productivity
• You want to be a part of building and maintaining a diverse and inclusive team environment where you regularly express concern for team members’ success and well-being
• You are excited by the opportunity to have a positive impact on government affairs
• Experience using and building campaigns via a customer relationship management (CRM) software (i.e. Gainsight)

Responsibilities

• Hire, onboard, train, manage, and develop a team of Account Managers
• Guide Account Managers to drive product adoption, customer sentiment, customer engagement, and other measures of customer health, with a focus on data-driven activities and automation across the customer journey
• Coach Account Managers on the skills needed to align Quorum’s capabilities to customers’ business needs & goals, communicate Quorum’s strategic value to various customer personae, especially customer executives, and engage customers to achieve their measures of value, identify customer risks, develop expansion revenue, and ensure successful renewals
• Implement repeatable strategies and playbooks designed to drive customer engagement, product adoption, value realization, and customer sentiment to meet team business goals and KPIs
• Collaborate cross-functionally, especially with other Go-To-Market (GTM) functions, to help ensure a seamless, effective customer journey and efficient, effective internal business operations
• Translate customer feedback into actionable insights for other cross-functional teams, including Support, Product, Marketing, and Sales

Benefits

• Flexible Paid Time Off
• Paid Company holidays plus additional company-wide days off for team members to rest and recharge
• Four Day Weekends for President’s Day, Memorial Day, Fourth of July and Labor Day
• Free Subscription to the Calm App
• Free Subscription to LinkedIn Learning to support professional development
• Invest in Yourself Days - one designated day per quarter is dedicated to your professional development!
• One-time Work from Home Stipend
• 401k match
• Choice of trans-inclusive medical, dental, and vision insurance plan options
• Virtual and in-person team events
• Bright sunlit open office concept with your own dedicated desk (if you want it)
• Inclusion & Diversity Affinity Groups to support belonging
• 12 weeks paid parental leave
• On Target Earnings : $100,000.00 – $120,000.00 (OTE expectations dependent upon base salary)
• Remote-friendly team with flexible work options: work remotely or, if you're in the area, choose to visit our vibrant, sunlit space in our modern, open-concept office in Washington, D.C