Account Manager, SMB

Fortive • Austin, TX

9d

About The Position

1. Account Management & Relationship Building Serve as the primary point of contact for assigned customers, ensuring strong relationships and customer satisfaction. Conduct regular account reviews to understand customer goals, challenges, and opportunities for growth. Develop strategic relationships with key stakeholders, decision-makers, and influencers within the customer organization. Advocate for the customer internally, ensuring their needs are met across product, service, and support teams. 2. Sales & Revenue Growth Drive renewals and expansion opportunities within existing accounts to maximize customer lifetime value. Identify upsell and cross-sell opportunities for SaaS solutions, licensed software, and professional services. Own and achieve assigned quota and revenue targets by proactively managing the sales pipeline. Work closely with customers to demonstrate the value of additional software modules, features, or services. Navigate complex sales cycles within existing accounts, including procurement processes and contract negotiations. 3. Customer Success & Retention Ensure high levels of customer satisfaction to reduce churn and drive long-term retention. Collaborate with Customer Success and Support teams to resolve customer issues and drive engagement. Provide insights on best practices and how customers can maximize the value of their investment. Identify early warning signs of potential churn and proactively address customer concerns. 4. Sales Forecasting & Reporting Maintain accurate sales forecasts, pipeline management, and CRM records (e.g., Salesforce, HubSpot). Provide regular reports on account health, revenue performance, and growth opportunities. Track and analyze customer buying behavior to refine sales strategies. 5. Collaboration with Internal Teams Work cross-functionally with Product, Marketing, Customer Success, and Professional Services teams to align solutions with customer needs. Partner with Solution Engineers and Professional Services teams to design tailored solutions for customer needs. Communicate customer feedback and feature requests to Product Management to drive improvements. 6. Contract & Renewal Management Manage and negotiate contract renewals, ensuring alignment with pricing and licensing models. Work with Legal and Finance teams to ensure compliance with contract terms and conditions. Ensure smooth transitions for software license renewals, subscription changes, or professional service engagements. 7. Industry & Competitive Awareness Stay informed about industry trends, competitor offerings, and emerging technologies. Educate customers on industry best practices and thought leadership related to their business needs.

Responsibilities

• Serve as the primary point of contact for assigned customers, ensuring strong relationships and customer satisfaction.
• Conduct regular account reviews to understand customer goals, challenges, and opportunities for growth.
• Develop strategic relationships with key stakeholders, decision-makers, and influencers within the customer organization.
• Advocate for the customer internally, ensuring their needs are met across product, service, and support teams.
• Drive renewals and expansion opportunities within existing accounts to maximize customer lifetime value.
• Identify upsell and cross-sell opportunities for SaaS solutions, licensed software, and professional services.
• Own and achieve assigned quota and revenue targets by proactively managing the sales pipeline.
• Work closely with customers to demonstrate the value of additional software modules, features, or services.
• Navigate complex sales cycles within existing accounts, including procurement processes and contract negotiations.
• Ensure high levels of customer satisfaction to reduce churn and drive long-term retention.
• Collaborate with Customer Success and Support teams to resolve customer issues and drive engagement.
• Provide insights on best practices and how customers can maximize the value of their investment.
• Identify early warning signs of potential churn and proactively address customer concerns.
• Maintain accurate sales forecasts, pipeline management, and CRM records (e.g., Salesforce, HubSpot).
• Provide regular reports on account health, revenue performance, and growth opportunities.
• Track and analyze customer buying behavior to refine sales strategies.
• Work cross-functionally with Product, Marketing, Customer Success, and Professional Services teams to align solutions with customer needs.
• Partner with Solution Engineers and Professional Services teams to design tailored solutions for customer needs.
• Communicate customer feedback and feature requests to Product Management to drive improvements.
• Manage and negotiate contract renewals, ensuring alignment with pricing and licensing models.
• Work with Legal and Finance teams to ensure compliance with contract terms and conditions.
• Ensure smooth transitions for software license renewals, subscription changes, or professional service engagements.
• Stay informed about industry trends, competitor offerings, and emerging technologies.
• Educate customers on industry best practices and thought leadership related to their business needs.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees