Account Manager

About the role

The ideal candidate is highly organized, client-focused, comfortable navigating complex stakeholder environments, and passionate about helping organizations improve safety, compliance, and contractor performance outcomes.

Responsibilities

• Drive strategic customer relationships and long-term success.
  • Serve as the primary point of contact for assigned accounts, building trusted relationships with stakeholders across safety, procurement, operations, compliance, and project management teams.
  • Lead recurring business reviews and strategic conversations focused on platform value, program performance, and customer outcomes.
  • Lead successful onboarding and implementation programs.
  • Manage onboarding timelines and coordinate internal and external stakeholders to ensure successful client launches.
  • Configure customer workflows, approval processes, scoring requirements, and contractor engagement strategies that align with operational goals.
  • Increase platform adoption and customer engagement.
  • Deliver training and change management support for administrators, reviewers, and end users.
  • Proactively identify opportunities to improve workflows, increase adoption, and expand usage of Highwire solutions and services.
  • Advocate for customer needs across the organization.
  • Partner closely with Sales, Product, and Support teams to share customer feedback, influence product enhancements, and ensure customer issues are resolved effectively while maintaining strong communication and trust.
  • Contribute to account growth and retention.
  • Support renewal and expansion efforts by helping customers realize measurable value from the platform.
  • Drive customer satisfaction, retention, and long-term account health through proactive engagement and consultative partnership.

Requirements

• Consultative and relationship-driven.
  • You see yourself as a trusted advisor, offering strategic advice that aligns with the client’s goals.
  • You build trust quickly and communicate effectively with a wide range of stakeholders.
• Hightly organized and proactive.
  • You can manage multiple projects, priorities, and client relationships simultaneously while maintaining strong attention to detail and follow-through.
• A strong communicator and facilitator.
  • You handle pressure with poise, set boundaries, and communicate effectively to inspire trust.
  • You can translate complex processes into practical, actionable solutions.
• A curioius learner.
  • You love exploring new technologies and digging into your client’s business to uncover opportunities.
• Tech-savvy and solutions-oriented.
  • You quickly learn new tools and systems, troubleshoot issues effectively, and confidently guide customers through complex workflows.

Qualifications

• Experience in Customer Success, Account Management, Project Management, Implementation, or a related field, ideally within SaaS or enterprise software environments.
• Experience in construction, contractor management, safety, compliance, procurement, or risk management is a plus.

Skills

• Strong communication and interpersonal skills.
• Ability to manage multiple projects and stakeholders.
• Experience with customer success and implementation.
• Technical aptitude and problem-solving skills.

Benefits

In return, you will have access to a comprehensive benefits package that includes medical, dental, and vision insurance, a 401(k) with a company match, parental leave, and paid time off. We also offer mentorship opportunities and a supportive work-life integration environment.

Pay

$120,000 - $140,000 / year

Schedule

Full-time