The Account Manager role is responsible for overseeing the renewal process and actively pursuing future and current renewals. This position helps drive retention through stewardship and advisory of Neighbors as they transition from current year to renewal year. Internally, this role works closely with our Finance team to ensure smooth operations and accurate record keeping as they relate to contracts, renewals and upsell. This role also works very closely with Client Success,
- Ensuring the renewal conversations occur shortly after the yearly optimization
- Ensuring all upsells are handled in a timely manner
- Maintain close relationship to understand neighbor relationship dynamics
- Will team up with a Client Success team to guarantee continuity among neighbors and CSMs/CSM Managers
This position is part of our Client Operations organization and works closely with other teams as well as Neighbors to ensure accurate and holistic information across the company and its systems.
Job Duties and Responsibilities:
Develop a thorough understanding of our products and service offerings to better upsell clients
Working with the Client Success Managers to mitigate churn risks and improve upsell chances.
Work cross-functionally to ensure renewal dates are clear, accurate, and correctly recorded in relevant software systems
Collaborate with Finance team to
Confirm invoice terms
Assist in timely payment
Conduct regular, scheduled outreach to ERAP/CARES Neighbors ahead of invoicing
Handle the triage between Neighbor, Sales, CSM, Finance for contract negotiations
Collaborate with legal team for addendums, contracts and any legal disputes.
Install and track banners for non-payment
Lead efforts in the preparation of renewal letters, quotes, invoices, and notifications
Augment the upsell and cross-sell opportunities
Process upsells, downgrades, and other account modifications as needed
Positioning services and escalating pain points to the Customer Success team
Meet desired goals and establishing metrics
Minimum Position Qualifications:
Excellent data management skills; proven record of maintaining accurate complex data and metrics
Collaborative negotiation skills: must balance the needs of the company and the needs of the client
Self-starter: must be able to act independently with regard to data maintenance, Neighbor outreach, and necessary follow-up
Excellent communication skills and the ability to transform customer conversations into business-driving relationships
Proven work experience as an Account Manager, Key Account Manager, Sales Account Manager, Junior Account Manager or relevant role
Demonstrable ability to communicate, present and influence key stakeholders at all levels of an organization, including executive and C-level
Solid experience with CRM software (e.g. Salesforce, Zoho CRM or HubSpot) and MS Office (particularly MS Excel)
Experience delivering client-focused solutions to customer needs; demos
Proven ability to juggle multiple account management projects at a time, while maintaining sharp attention to detail
Excellent listening, negotiation and presentation abilities
Strong verbal and written communication skills
BA/BS degree in Business Administration, Sales or relevant field
Additional Requirements and Considerations:
The successful candidate must not be subject to employment restrictions from a former employer (non-compete) that would prevent the candidate from performing the job responsibilities as described.
The successful candidate will live in or around Atlanta and commit to a hybrid schedule (1-2 days per week in our Atlanta Tech Village office)
This role is not eligible for Visa sponsorship at this time.