Key Account Manager

Raken, Inc.•Carlsbad, CA

11d•Hybrid

About The Position

Raken is a cloud-based, mobile, collaboration platform for the construction industry. We are looking for a Key Account Manager to join our startup that has the #1 app in one of the largest industries in the world. Key Account Managers at Raken are the primary relationship owners for clients within our upmarket segment. You will act as the strategic point of contact throughout the customer journey – building long term relationships that drive business outcomes, conducting business reviews, preparing for and executing renewals, and identifying deeper adoption opportunities. Your goal is to ensure each of your clients achieve measurable success with Raken, driving client satisfaction, retention and long term value. This is a proactive role that requires a strong blend of technical proficiency and relationship building skills. You will work cross functionally to advocate for your clients’ needs and you will be ruthlessly focused on ensuring your clients successfully adopt new product features as Raken evolves. This role will work with clients of varied technical and organizational backgrounds, requiring the ability to seamlessly pivot from driving field adoption with foremen to building strategic alignment with C-suite executives.

Requirements

3-5 years in SaaS account management or client facing roles
Demonstrated experience owning renewals and long term retention goals within assigned accounts
Strong written and verbal communication skills - comfortable leading client facing meetings, strategy sessions, business reviews, renewal contract discussions and more
Strong presentation skills, as well as ability to master technical workflows
Curious problem solver, focused on identifying risk early and finding solutions that drive long term customer success
Relationship builder - driven by the opportunity to proactively create and develop relationships within assigned accounts. Highly comfortable navigating corporate hierarchies.
A strong desire to execute, drive impact and deliver measurable results
Have a positive attitude, be a self starter and above all, a great teammate

Nice To Haves

Spanish fluency is a bonus
Ability to come into our Carlsbad, CA office 2-3x per month

Responsibilities

Serve as the strategic point of contact and relationship owner for customers within our upmarket account segment
Establish, map, and maintain deep relationships with Executive Sponsors and Economic Buyers (e.g., VPs of Operations, CFOs, Owners) to ensure Raken aligns with their overarching business goals.
Own and drive renewals, retention and adoption for assigned accounts
Conduct regular business reviews and proactively engage with customers to identify and execute on opportunities that continually increase the value they get from Raken
Increase customer product awareness by building credibility within each of your accounts, operating as a thought leader, and building and executing strategic account plans
Be a problem solver - manage escalations with urgency and seek to solve customer issues in a thorough, outcome driven manner
Identify at risk customers and deliver solutions to mitigate churn risk
Be your customer’s champion, collaborating with Sales, Product and Onboarding teams to share feedback and ensure customer needs are heard