Strategic Account Manager

About the position

We're looking for a Strategic Account Manager our team at Sign In App, part of Sign In Solutions! In this individual contributor role, you'll be responsible for managing and growing SMB accounts while also coaching and mentoring the team to drive success. You'll play a key role in forecasting and budgeting, ensuring revenue growth, and improving customer retention. If you thrive in a fast-paced environment and enjoy both hands-on account management and coaching we'd love to hear from you! This is a hybrid role (3x/week) based in St Petersburg, Fl.

Responsibilities

• Manage and grow SMB accounts by driving expansion and upsell revenue.
• Coach and mentor team members by sharing best practices, offering strategic guidance, and supporting skill development.
• Foster a high-performance culture, ensuring the team is equipped to deliver exceptional results.
• Assist in forecasting and budgeting, providing insights into revenue trends, customer retention, and growth opportunities.
• Work to improve Gross Revenue Retention (GRR) and Net Revenue Retention (NRR).
• Coordinate and collaborate with marketing on customer programs.
• Partner with Sales, Product, and Customer Success teams to align account management strategies with business goals.
• Educate customers on the value of Sign In App in a thoughtful, strategic manner.
• Prioritize and advocate for customer needs, elevating key issues to drive satisfaction, retention, and growth.
• Use a data-driven approach to lead outreach campaigns, analyze engagement, and increase product utilization.
• Negotiate contract renewals, create proposals, and manage customer expectations.

Requirements

• Bachelor's degree in Business, Computer Science, or equivalent experience.
• 3+ years of experience as a player-coach in a client-facing, high-tech B2B account management or renewal management role.
• Proven ability to mentor, coach, and develop account managers, helping them achieve performance goals.
• Proven track record of quota attainment.
• Strong negotiation skills with a deep understanding of contract management, pricing strategies, and value selling.
• Hands-on experience with renewals, expansions, and upsell opportunities to drive account growth.
• Strong ability to interact with executive stakeholders and demonstrate a strategic understanding of business needs.
• Hands-on experience with CRM software (Salesforce preferred).
• Analytical thinker with strong problem-solving and critical thinking skills.
• Outstanding listening skills with the ability to translate client communications into solutions.
• Highly organized, detail-oriented, and process-driven.
• Experience collaborating cross-functionally to drive customer success, product adoption, and business growth.
• Experience working with Sales, Customer Success, Product, and Support teams to align customer needs with business objectives.
• Ability to influence and drive internal initiatives that enhance customer engagement and retention.
• Ability to multitask and thrive in a fast-paced environment.
• Willingness and passion to learn new skills and continuously grow.