Urban Insight is hiring a
Account Manager

Summary

Join Urban Insight, a leading digital agency creating innovative websites and web applications for organizations that make a difference. We are seeking an Account Manager to enable positive experiences by helping customers get the best value from our platforms and partnering with them to ensure success.

Requirements

• 5+ years experience in a post-sales Onboarding, Customer Success, or Account Management position
• 2+ years of experience supporting a technical product, preferably for a SaaS startup
• Strong customer-facing and presentation skills
• Excellent written and verbal communication skills with the ability to simplify complexity and express empathy
• A positive attitude and passion for providing outstanding customer service
• Detail-oriented and extremely organized
• Strong analytical and problem-solving skills
• Exceptional time management skills, with an ability to thrive in a fast-paced environment
• Self-motivated with a proven ability to work collaboratively and independently within a team setting
• A genuine passion and curiosity for software and technology
• Strong work ethic, integrity, and desire to succeed

Responsibilities

• Drive and evolve Urban Insight’s customer success strategy
• Build relationships and drive engagement with Urban Insight’s customers via onboarding, periodic business reviews, and soliciting product feedback
• Ultimately accountable for successfully delivery of client projects in partnership with Urban Insight’s PM team
• Serve as a trusted advisor to executives & key stakeholders at all clients
• Identify risks and develop risk mitigation plans within high-touch named accounts & take appropriate actions to manage and escalate to an efficient resolution
• Record customer activity, outcomes, issues, and communication in customer management tools
• Ensure top customers are continuously working toward key milestones of the Customer Journey using customer-facing Success Plans
• Advocate for customers internally by providing continuous feedback to Urban Insight’s Sales, Marketing, Project & Development teams
• Work with Sales to manage a pipeline of upcoming renewal opportunities & consistently achieve revenue retention targets

Benefits

• Total annual compensation: $90-110K + commissions (On-track earnings of approx $125K)
• Medical, Dental & Vision insurance (Employer selected plan, paid at 95%)
• 15 days of PTO
• Holiday time off (10 days per year)
• Company-sponsored 401(k) plan with employer match
• An annual customized training plan and time to study