SMB Account Manager

Qualifacts•Tampa, FL

About The Position

The SMB Account Manager will act as the Single Point of Contact (SPOC) for key business contacts within existing accounts. This role is responsible for managing the commercial relationship, including pricing negotiation, renewals, M&A, and expansion. The Account Manager will also handle administrative tasks such as Salesforce administration, data integrity, reporting, and forecasting. They will partner with Customer Success Managers, Support, and L&D teams to ensure user needs are met and to build customer relationships for the Champion/Referral program. Additionally, the role involves prospecting for expansion opportunities, responding to escalations, and working with the Contracts Team to manage renewals and meet business SLAs. The Account Manager will also develop sales by presenting product enhancements and new offerings.

Requirements

2 years’ professional experience (ideally in customer-facing role for sales or customer support)
Must have proven skills in prospecting
Must be a team player
Strong problem-solving abilities, conflict resolution, time management and attention to detail is required
Strong communication skills both verbal and written
Proficiency in Microsoft Suite
Ability to work in fast paced environment and meet SLA deadlines
Detail and process oriented with accuracy focus and organization
Customer first mindset and ability to interface visually, verbally and written

Responsibilities

Act as the Single Point of Contact (SPOC) for key business contacts (ex: economic buyers, Executives) within existing accounts.
Understand key performance metrics.
Identify customer requirements, uncover roadblocks and coordinate with key internal resources to solve problems, deliver on action plans and meet contractual commitments.
Responsible for management of all commercial relationship items including pricing negotiation, renewals, M&A and expansion.
Responsible for key administrative tasks including Salesforce administration, data integrity, reporting and forecasting.
Partner with assigned Customer Success Managers to deliver quarterly business reviews.
Partner with Support and L&D teams to ensure user needs are being addressed.
Maintain engagement within assigned accounts while engaging in customer relationship building to increase Customer Champion/Referral program.
Conduct prospecting activities to identify key opportunities for expansion.
Respond to account escalations or information requests in a timely manner.
Partner with Contracts Team to fully understand the defined Customer’s with renewal targets, understanding contracts/usage, while being responsible for meeting business SLA’s for renewals with reporting metrics to the Contracts Team & Finance Team.
Develop sales by making initial presentations; explaining product and service enhancements and additions; introducing new products and services.