Account Manager

DURATION: 12 months+ contract

LOCATION: Remote

Responsibilities

Account Ownership

Own the customer relationship from immediate post-sale through the life of the account.

Maintain weekly or biweekly cadences with every account in the book. No exceptions.

Manage, set, and continuously recalibrate customer expectations.

Drive customers from onboarding through stabilization and into steady-state operations.

Proactively identify and resolve friction before it becomes an issue.

Internal Orchestration

Coordinate resources across onboarding, delivery, support, billing, and sales as needed.

Be the active listener in every meeting. Surface sales signals, upsell cues, and risk flags.

Tag in sales reps when a commercial opportunity is identified and provide full context for the handoff.

Ensure the right internal parties are engaged at all times. Own the coordination, not just the relationship.

Revenue and Retention

Grow accounts through proactive identification of cross-sell and upsell opportunities.

Drive referrals by delivering consistently exceptional service experiences.

Maintain 98%+ gross retention rate as a personal standard.

Track account health signals continuously, not just at renewal.

Required Qualifications

5+ years in an account management role with true post-sale ownership. Not support. Not CS ticket management.

Background in CCaaS (Five9, Genesys, NICE, Talkdesk, Avaya, or equivalent) strongly preferred. SaaS minimum.

Demonstrated ownership of renewal, upsell identification, and account growth. Not just relationship maintenance.

High-level understanding of CX compliance concepts (TCPA, DNC, STIR/SHAKEN). Trainable but must be curious.

Proficiency in Salesforce, Zendesk, Slack, Zoom, Monday.com, and WorkRamp (LMS).

Strong written and verbal communication. Clear, direct, zero fluff.

Ability to hold confident technical conversations and to know when to bring in delivery resources.

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