Account Manager I

CTM is a cutting edge software within the SaaS/UCaaS space helping drive revenue for 100,000+ clients in over 90 different countries.

Our Purpose: To create a better human experience through technology

Our Mission: We empower businesses with the tools to transform conversations into an advantage

Our Vision: We revolutionize the ways in which people and businesses connect

What do we do?

• We help businesses determine which ad campaigns produce the highest return on investment, ultimately driving more conversions, increasing efficiencies, and automating their operations.
• We help contact centers support and better connect with their customers by offering a variety of tools such as our mobile app, transcriptions, chat and text messaging features, queue tracking, and a bunch of incredible analytics.
• We help businesses to work remotely as effectively as they do in-person through our soft-phone and contact center support tools, helping thousands of businesses to employ team members around the world.
• We enable automation through powerful AI features to enhance workforce productivity, discover business opportunities and improve the human experience of communication by reducing the time spent on boring tasks and allowing more human time to interact.

Our headquarters is in Maryland, but we have team members around the country focused on helping our customers. We pride ourselves on our amazing culture, which you can learn about here.

Who are we hiring (and what will they do)?

We are looking for an Account Manager I to join our team. As an Account Manager I, you will ensure a positive customer experience, reduce churn, drive portfolio growth, and increase the overall LTV of our mid-market customers. You will also provide insights on client-to-business interactions, improve customer experience through product support, and handle customer issues and requests, working with technology and product management to make improvements, when possible. Successful candidates will be social, analytical, possess an aptitude for learning new software, and be able to communicate clearly and effectively.

As a successful Account Manager I, you will:

• Manage and serve as the main point of contact for CTM’s SMB customer relationships
• Work with a high volume of assigned customers to drive adoption, and ensure customers continuously see the value in their partnership with CTM’s
• Drive upgrades and additional services
• Work closely with our Onboarding and Account Management teams to manage customer issues and escalations
• Identify and manage at risk customers, effectively helping reduce churn and exceeding company churn targets
• Evaluate the customer experience, identify gaps, and suggest potential improvements to our process

What skills will help you be effective on our team?

• Bachelor’s Degree in business, marketing or other relevant degree
• 2-4+ years proven experience managing a portfolio of business accounts
• Demonstrated results in YoY contract value growth and renewal performance
• 2+ years experience working with customers at the Director, VP, or Executive level
• 2+ years working in an advertising, marketing, telecommunications or SaaS business
• 2+ years managing accounts in Salesforce or similar CRM
• Experience negotiating contracts
• Experience guiding customers through software demonstrations or implementations
• The ability to quickly build rapport with others
• A strong interest in technology and/or software
• Experience evaluating and improving the customer experience
• Strong cross-functional contributor with the ability to work effectively with department
• Customer-oriented with the ability to empathize with our core customer base
• Strong attention to detail and organization

What you get in return:

• The expected salary range for this role may differ based upon the candidate. Salary presented with a job offer will be based on factors such as calibrated job level, educational background, prior work experience, qualifications, skills, competencies, and proficiency for the role.
• We love to pay out your earned commissions on a quarterly basis
• When we win, you win - we pay quarterly bonuses up to 15% of that quarter’s salary when we reach our revenue goals
• We love to give out annual merit increases to team members who are meeting our expectations
• We offer a hybrid work schedule with Mondays and Fridays as our work from home days. Once an employee reaches 5 years of service, they are eligible for Summer Fridays
• Generous Paid-Time-Off policy that allows employees to accrue up to 30 days per year, depending upon tenure
• 2 work from anywhere weeks per year, with additional weeks earned with tenure
• 8 paid holidays, plus one additional floating holiday employees can use to celebrate their birthday or a federal or religious holiday of their choice, with additional floating holidays earned with tenure
• 24 hours of VTO (voluntary time off) allows employees to take paid time off to volunteer at their favorite charities or support their causes
• 401k Plan with per-pay employer matching up to 5%, that you are immediately vested in
• Medical, dental, vision, and prescription coverage for employees and their families; plus both HSA and FSA pre-tax account options, which can be used to pay for health related expenses. We also offer an employer match for the HSA plan
• Up to 4 weeks of paid parental leave, depending on tenure
• Free basic life insurance and AD&D coverage equal to your annual base salary
• Free short term disability coverage at 100% of salary after being employed for 6 months
• Free access to a wide range of health and well-being information and services such as telephonic counseling, legal advice, and will preparation

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities/Affirmative Action