The Account Manager role is the specialization area of our CX organization that focuses on growing customer wallet share within the Appcues customer base by identifying, qualifying, and closing expansion opportunities. Reporting to the Director of Account Management, you will optimize revenue from existing customers through renewal negotiations, outreach campaigns, and individual customer business reviews. You will work closely with our Customer Success and Implementation Managers to ensure customers are experiencing excellent product outcomes. The ideal candidate will have a SaaS account management background, and will be comfortable working with new technology to drive engagement with decision-makers and influencers within product, marketing, engineering, and customer success teams.
\n- Build and expand relationships and awareness of Appcues, primarily within our self-serve, SMB and mid-market accounts
- Manage the renewal process and exceed renewal goals
- Develop and implement strategies for creating upsell and cross-sell opportunities
- Conduct sales qualification calls and platform demos for new teams within assigned accounts to expand total customer contract value
- Evaluate core usage trends and articulate value to show Appcues impact and provide strategic recommendations during business reviews
- Identify and document business goals, technology stack, and how customers are using Appcues
- Partner with Customer Success Managers to increase adoption of Appcues platform
- Advocate for customer needs for training and services where needed
- Advocate for the overall health of relationship to Appcues, acting proactively to address issues and concerns
- Engage with Appcues Support, Success, and Billing teams to ensure customer questions are addressed in a timely manner
- Develop and manage customer relationships for assigned accounts to gain strategic positioning with decision makers, retain existing revenue, and attain additional business
- Minimum 2 years of managing and growing a portfolio of relationships with buyers
- Demonstrated progressive successful account management experience managing hundreds of customers
- Experience with negotiating and closing commercial contracts
- Experience running SaaS platform demos
- Strong customer orientation, dedication, and passion for delivering a great customer experience
- Excellent verbal and written communication skills
- Collaborative and team oriented
- Experience using Salesforce.com
- Motivated, self-directed and results oriented
- Comfortable learning and using new technology
- Knowledge and Interest in Appcues and PLG methodology preferred
- You share our values, and work in accordance with those values
- Ability to use Appcues to aid in your goals
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