Senior Account Manager

Summary

Join our team as a Senior Account Manager, where you will be responsible for retaining current customers, identifying opportunities to grow or expand their presence and usage across the platform, and driving value and adoption within an assigned territory of customers.

Requirements

• Bachelor's degree in a relevant field or the equivalent work experience
• At least eight years of either sales lifecycle management, account management, or customer success experience, preferably in a SaaS environment
• Ability to navigate complex networks within an organization
• Strong business acumen to drive transformation and customer outcomes with a complex software
• Experience demonstrating value realization in a product, platform, or service
• Negotiation skills
• Project management skills
• Effective problem-solving skills
• Effective time management and prioritization skills
• Ability to synthesize data from multiple sources to make a decision
• Have a deep understanding of sales operations, sales team strategies, methodologies and KPI’s
• Knowledge of various sales methodologies to apply them to customer usage of the Outreach platform
• Ability to influence decisions without direct authority
• Strong financial acumen to be able to showcase metrics and potential ROI
• Ability to manage and navigate complex renewals and expansions sales cycles (up to 4 months)
• Ability to build and cultivate strong, trusting relationships and partnerships, both internally and externally
• Effective communication skills, both written and verbal, with the ability to tailor messaging appropriately for the audience
• Effective active listening skills, with a desire to seek to understand
• Executive presence, strong interpersonal skills, strong emotional intelligence and empathy

Responsibilities

• Manage a high volume of accounts with proactive engagement to drive customer value and adoption
• Develop and build territory strategy plans using multiple data points from various sources to drive adoption, utilization, and customer sentiment
• Manage the renewal, expansion, and cross-sell attachment of current Outreach customers at high rates to protect revenue retention
• Build partnerships with your customers to realize value, adoption, and business process optimization of the Outreach platform
• Apply successes, best practices, and learnings from the experiences of Outreach customers to apply those to consulting with other customers
• Partner with and influence key stakeholders on how best to achieve customer goals, removing roadblocks where necessary; this can range from product adoption, prioritization, or technical [handled directly or in partnership with internal teams]
• Apply basic technical proficiency to troubleshoot issues independently and collaborate with technical teams, as needed
• Engage with operations teams and multi-thread within accounts to reach key decision makers
• Support the onboarding process by coordinating internal resources and aligning with clients to ensure a seamless and high-quality implementation
• Update and manage systems of record, including Outreach, Salesforce (SFDC), and other relevant tools, to ensure data accuracy and support effective client relationship management
• Identify risks or barriers to client health, and provide targeted mitigation strategies to get the client “back to green”
• Forecast renewals and expansion pipeline with high level of accuracy using Outreach’s forecast methodology
• Act as the primary point of contact/the face of Outreach for your customers. Assist them when navigating product training, strategic guidance, best practices in the platform, and selling expertise
• Prioritize multiple projects at the same time, managing several internal / external stakeholders who have varying priorities ranging from business, technical, and organizational
• Stay abreast of sales and revenue trends to increase your credibility in the industry, e.g. going to industry events, subscribing to blogs/podcasts, reading books, researching case studies
• Perform other duties as assigned

Benefits

• Generous medical, dental, and vision coverage for full-time employees and their dependents
• Flexible time off
• 401k to help you save for the future
• Diversity and inclusion programs that promote employee resource groups like OWN+ (Outreach Women's Network), Adelante (Latinx community), OBX (Outreach Black Connection), Mosaic (AAPI community), Pride (LGBTQIA+), Gender+, Disability Community, and Veterans/Military
• A parental leave program that includes not just extended time off but options for a paid night nurse, and a gradual return to work
• Infertility/ assisted reproductive services benefit
• Employee referral bonuses to encourage the addition of great new people to the team