SMB Account Manager

Care.com•Dallas, TX

3d•$60,000 - $70,000•Hybrid

About The Position

About Care.com Care.com is a consumer tech company with heart. We’re on a mission to solve a human challenge we all face: finding great care for the ones we love. We’re moms and dads and pet parents. We have parents and grandparents, so we understand that everyone, at some point in their lives, could use a helping hand. Our culture and our products reflect that. Care.com’s Care for Business solution provides employees with care options for almost any set of circumstances - from parents to executives on the go, our services help busy people make it work when they are at work. Care for Business is focused on expanding market penetration, products, and services within corporate organizations. The Account Manager, SMB plays an integral part in building the CfB business and driving profitability through the client portfolio. As a member of the CfB team, the Associate Account Manager serves as the primary business contact for CfB clients and consistently provide excellent client service to accounts, as well as represent client needs and goals within Care.com.

Requirements

3+ years in a client-facing and/or customer service role
Proven client service abilities including maintaining and improving client relationships
Technical competence with an understanding of solutions delivered via web technology
Demonstrated ability to collaborate across functions (for ex., marketing, reporting, product, legal, finance) and work well in a team environment
Detail and customer service oriented
Motivated, goal-oriented, persistent and a skilled negotiator
High level of initiative & ability to work autonomously
Excellent written and oral communication skills
Handle stressful situations and deadline pressures well
Extensive use of all MS suite of products
Knowledge of Salesforce.com
Demonstrated sales and negotiation skills, preferably in a services-driven environment
Excellent interpersonal skills and communication skills
Excellent problem-solving capabilities
Excellent organizational skills

Responsibilities

Understand Care for Business capabilities and services and effectively communicate all offerings to the client
Ensure the renewal of existing clients, and cross-sell products by identifying additional needs within an existing client offering, where applicable
Working closely with the Client Success Team on launch of new clients, with the support of the product and service teams
Collaborate with the marketing team in the development of client-specific marketing & communication plans, as well as broad marketing strategies applicable across the portfolio.
Develop and execute to a client activities calendar, including periodic, timely and seasonal communications, and other relationship-building activities
Facilitate client utilization reporting via the HR Dashboard
Develop a proactive client outreach cadence and conduct at minimum quarterly business reviews with all clients
Manage all client communications, conflict resolution, and compliance on client deliverables and revenue
Review all major deliverables (i.e. strategic brief, contracts and SLA’s, launch materials, ongoing communications, etc.) to ensure quality standards and that client expectations are met
Work closely with the product management/technology team to identify product enhancements that improve the user experience and client satisfaction and retention
Ensure that all processes and procedures are completed, quality standards are met, and that clients are profitable