Digital Account Manager

Summary

Join Loadsmart, a hyper-growth logistics tech company, as an Account Manager. You will focus on identifying and generating new sales within existing and new customer bases. Responsibilities include establishing business relationships, understanding customer needs, onboarding, enabling, and educating customers. You will develop account plans and strategies to expand Loadsmart's presence. This role involves managing a customer portfolio, building strong relationships, and ensuring customer success. The position is remote, based in Chicago.

Requirements

• 3+ years of experience as an Account Manager or Customer Success Analyst for SaaS products
• Proven track record of working in a customer-facing role
• Strong communication skills, both written and verbal, to effectively understand and communicate customer expectations
• Customer-oriented: genuine interest in the customer’s business and in what the customer communicates, needs, and expects
• Problem-solving: ability to clearly define and deliver technical solutions that drive customer satisfaction and business results
• Interpersonal intelligence: ability to read between the lines and to ask difficult or uncomfortable questions to customers
• Influence: the ability to map customers’ internal political environment and to positively influence the decision-making process
• Data analysis: ability to understand and interpret data with a focus on generating insights
• Results-oriented: ability to understand the goal, remain motivated, and consistently keep focusing on the outcome, no matter the obstacles
• High technical aptitude and overall understanding of technology

Responsibilities

• Serve as the point person to identify, prioritize, pursue, and close expansion opportunities within New and existing Loadsmart customers
• Provide full-cycle post-sales activities for our products including onboarding, enablement and adoption, product demonstrations, and renewals
• Identify and leverage opportunities that will lead the customers to achieve better results and help our products evolve
• Develop and deliver a comprehensive business plan to address customer's priorities and hurdles. Use value justification, benchmarking and return-on-investment data to support decision process to ensure revenue target delivery and growth
• Establish positive relationships based on knowledge of customer requirements and dedication to value. You ensure any new customer is successful with the product they purchased because you fully understand their needs and reasoning for requesting/buying the tools they did
• Actively understand each account’s strategic growth plans, technology strategy and the competitive landscape. Review public information (i.e. new executive appointments, earnings statements, presses releases) for the company and its competitors to remain updated on key industry trends and issues impacting the customer
• Upsell and cross-sell to customers who can benefit from additional services
• Negotiates new contract terms on all SaaS renewals
• Drive resolution of account issues including billing, support, product, and other departments
• Interview and survey customers according to our feedback-gathering process
• Strive to learn the products in depth to become a subject matter expert in system functionality

Preferred Qualifications

• 3+ years of experience in the logistics industry preferred
• Experience with CRM is a plus - preferably Salesforce

Benefits

• Competitive base salaries - we believe in rewarding top talent
• Extremely competitive Equity package - become a shareholder in our company!
• Loadie Time Off - PTO and sick days without a limit
• Comprehensive Medical, Dental, and Vision insurance plans
• 401k Match