Associate, Account Management

Summary

Join Housecall Pro as an Associate, Account Management, and cultivate strong relationships with high-value clients to ensure their success and growth. You will be the primary point of contact, supporting contract renewals, driving account expansion through upselling and cross-selling, and providing ongoing support. Analyze account performance, recommend optimization strategies, and manage standard operating procedures. Collaborate with various teams to deliver a seamless customer experience and exceed KPIs related to renewals, expansion revenue, customer satisfaction, and churn reduction. This role requires strong communication, consultative sales skills, and proficiency in CRM tools. The ideal candidate thrives in early-stage roles and provides feedback to improve processes.

Requirements

• 2+ years of experience in account management, sales, or customer success
• Strong ability to build and maintain client relationships, particularly in a B2B environment
• Proficiency in CRM tools and data analysis for tracking account performance (i.e. Salesforce)
• Proven track record of managing mid-market accounts ($20K-$200K ARR range) with a focus on retention, expansion, and customer engagement
• Strong consultative sales and negotiation skills with a data-driven approach
• Thrives in an early stage role - provides feedback and input on process to evolve the role

Responsibilities

• Establish, manage, and nurture relationships with Pros to drive engagement and satisfaction
• Serve as the primary point of contact for our Pros, ensuring clear communication and alignment on goals
• Support contract renewal efforts by proactively addressing concerns and reinforcing the value of our partnership
• Identify and execute opportunities to grow accounts through upselling and cross-selling add-on products
• Provide ongoing support to Pros, ensuring a seamless experience with our solutions
• Analyze account performance and recommend strategies to optimize success and retention
• Manage and organize standard operating procedures (SOPs) specific to each account to ensure consistency and efficiency
• Conduct regular check-ins and business reviews where you will consult with Pros to assess needs and present solutions aligned with the goals of their business
• Translate insights learned from the sales and onboarding processes into our account management playbook to refine strategies and improve execution
• Collaborate with Sales, Customer Success, Marketing, and Product teams to deliver a seamless customer experience
• Meet and exceed key performance indicators (KPIs) related to renewals, expansion revenue, customer satisfaction (NPS/CSAT), and churn reduction

Preferred Qualifications

• Strong communication and interpersonal skills to engage effectively with midsize Pros
• Self-motivated and results-driven mindset with a focus on achieving growth targets
• Excellent problem-solving abilities and ability to think strategically about account success
• Ability to manage multiple accounts simultaneously with attention to detail and organization
• A proactive approach to identifying opportunities for improvement and expansion
• Leveraging a high EQ to be able to focus on building deep relationships with Pros

Benefits

• Health care insurance (medical, dental, vision, disability)
• Employee assistance program
• 401(K)
• Flexible time off
• Paid parental leave
• Tech reimbursement
• Other company benefits