Senior Account Manager, Commercial

About the role

The primary purpose of a Senior Account Manager is to retain current customers and identify opportunities to grow or expand their presence and usage across the platform. This role is responsible for driving value and adoption within an assigned territory of customers, primarily in our Commercial segment. You are responsible for managing the relationship with current customers, including contract renewals, identifying expansion opportunities, and managing the sales cycle for those expansions. Additionally, you are responsible for driving platform adoption, assessing overall health of a customer’s engagement with Outreach, and providing strategic insight and guidance to customers aligned with their goals.

Responsibilities

• Manage accounts with proactive engagement to drive customer value and adoption.
• Develop and build territory strategy plans using multiple data points from various sources to drive adoption, utilization, and customer sentiment.
• Manage the renewal, expansion, and cross-sell attachment of current Outreach customers at high rates to protect revenue retention.
• Build partnerships with your customers to realize value, adoption, and business process optimization of the Outreach platform.
• Apply successes, best practices, and learnings from the experiences of Outreach customers to apply those to consulting with other customers.
• Partner with and influence key stakeholders on how best to achieve customer goals, removing roadblocks where necessary; this can range from product adoption, prioritization, or technical [handled directly or in partnership with internal teams].
• Apply basic technical proficiency to troubleshoot issues independently and collaborate with technical teams, as needed.
• Engage with operations teams and multi-thread within accounts to reach key decision makers.
• Support the onboarding process by coordinating internal resources and aligning with clients to ensure a seamless and high-quality implementation.
• Update and manage systems of record, including Outreach, Salesforce (SFDC), and other relevant tools, to ensure data accuracy and support effective client relationship management.
• Identify risks or barriers to client health, and provide targeted mitigation strategies to get the client “back to green.”
• Forecast renewals and expansion pipeline with high level of accuracy using Outreach’s forecast methodology.
• Act as the primary point of contact/the face of Outreach for your customers. Assist them when navigating product training, strategic guidance, best practices in the platform, and selling expertise.
• Prioritize multiple projects at the same time, managing several internal / external stakeholders who have varying priorities ranging from business, technical, and organizational.
• Stay abreast of sales and revenue trends to increase your credibility in the industry, e.g., going to industry events, subscribing to blogs/podcasts, reading books, researching case studies.

Requirements

• Bachelor's degree in a relevant field or the equivalent work experience.
• At least eight years of either sales lifecycle management, account management, or customer success experience, preferably in a SaaS environment.
• Strong business acumen to drive transformation and customer outcomes with a complex software.
• Experience demonstrating value realization in a product, platform, or service.
• Negotiation skills.
• Project management skills.
• Effective problem-solving skills.
• Effective time management and prioritization skills.
• Adequate understanding of sales operations, sales team strategies, methodologies and KPI’s.
• Knowledge of various sales methodologies to apply them to customer usage of the Outreach platform.
• Ability to influence decisions without direct authority.
• Strong financial acumen to be able to showcase metrics and potential ROI.
• Ability to manage and navigate complex renewals and expansions sales cycles (up to 4 months).
• Ability to build and cultivate strong, trusting relationships and partnerships, both internally and externally.
• Effective communication skills, both written and verbal, with the ability to tailor messaging appropriately for the audience.
• Effective active listening skills, with a desire to seek to understand.
• Executive presence, strong interpersonal skills, strong emotional intelligence and empathy.
• Team player with a high sense of drive and initiative to keep opportunities moving forward.

Qualifications

• Our vision of you.

Skills

• Strong business acumen.
• Effective communication skills.
• Effective problem-solving skills.
• Effective time management and prioritization skills.
• Strong financial acumen.
• Strong negotiation skills.
• Strong project management skills.
• Strong technical proficiency.
• Strong leadership and collaboration skills.
• Strong customer service skills.
• Strong analytical and data-driven skills.
• Strong adaptability and flexibility.

Benefits

• Flexible time off.
• 401(k) to help you save for the future.
• Generous medical, dental, and vision coverage for full-time employees and their dependents.
• Parenthood leave program that includes options for a paid night nurse, and a gradual return to work.
• Infertility/assisted reproductive services benefit.
• Employee referral bonuses to encourage the addition of great new people to the team.
• Snacks and beverages in the office, along with fun events to celebrate.
• Diversity and inclusion programs that promote employee resource groups like Outreach Women's Network, Latinx community, Outreach Black Connection, AAPI community, Pride/LGBTQIA+, Gender+, Disability Community, and Veterans/Military.
• Outreach is an equal opportunity employer.

Pay

The annual on target earnings (OTE) range for this role is $200,000-$220,000. You may also be offered incentive compensation, bonus, restricted stock units, and benefits. Actual compensation is based on factors such as the candidate's skills, qualifications, location and experience. Final offers are determined through a holistic assessment and will vary within the posted range.

Schedule

Not specified.