Account Manager

Account Manager, Software and Customer Success

Location: Remote, United States, within reasonable travelling distance of Alpharetta, Georgia

Department: Sales

Job type: Full-time

Travel: Occasional travel to Alpharetta and customer or partner meetings

About the role

This is an opportunity to join a close-knit sales team where each person has a visible impact. We are an established UK-headquartered provider of business software and services, supporting customers and partners across North America.

As an Account Manager, you will manage a portfolio of customer and channel partner accounts, combining commercial account management with customer success responsibilities.

You will build long-term relationships, help customers gain value from our solutions, support retention and renewals, identify opportunities for growth, and work with partners to develop pipeline and close business.

This is a home-based role. Applicants must live within reasonable travelling distance of Alpharetta, Georgia, and be willing and able to travel to the Alpharetta area for team meetings and collaborative working when required. Regular availability during core Eastern Time business hours is essential.

[Job Specif...edNOV.docx | Word]

Key responsibilities

• Manage a designated portfolio of customer and channel partner accounts across North America.
• Build strong relationships with key commercial and technical contacts.
• Take ownership of the customer lifecycle, including onboarding, adoption, ongoing engagement, retention and renewal.
• Understand customers’ business processes and objectives, helping them gain maximum value from our solutions.
• Conduct regular account reviews, agree actions and follow them through to completion.
• Identify upgrade, cross-sell and upsell opportunities based on customer needs and product usage.
• Work proactively with channel partners to develop pipeline, support lead-generation and marketing activity, and progress opportunities.
• Follow up and qualify sales leads generated through marketing, partners, referrals, telephone and social media.
• Maintain accurate pipeline, forecast and account information in Microsoft Dynamics 365.
• Deliver product demonstrations, customer workshops and sales-support activities where appropriate.
• Work with Sales, Marketing, Professional Services and Technical Support to ensure customer requirements, feedback and issues are handled effectively.
• Monitor customer satisfaction and potential risks, taking prompt action and escalating concerns where appropriate.
• Support subscription and annual support renewals, helping to reduce avoidable customer churn.
• Ensure customer and partner correspondence, opportunities, activity and agreed actions are clearly recorded in Microsoft Dynamics 365.
• Attend in-person team meetings and work from an Alpharetta-area coworking space when required.
• Travel to customer or partner meetings where necessary. [Job Specif...edNOV.docx | Word]

Essential qualifications and experience

• Degree-level education or equivalent relevant professional experience.
• At least two years’ experience in B2B software account management, customer success, channel sales or a closely related role.
• Experience managing relationships with customers, channel partners or both.
• A commercial mindset and the ability to balance customer satisfaction, retention and revenue growth.
• A record of working towards sales targets, renewals, revenue goals or other measurable commercial objectives.
• Confidence discussing business requirements, demonstrating software applications and recommending suitable next steps.
• Knowledge of Microsoft technologies and general IT concepts.
• Excellent verbal and written communication skills.
• Strong organisation and attention to detail, with a structured approach to priorities, processes and record keeping.
• The motivation and discipline to work independently in a home-based role.
• Availability during core Eastern Time business hours.
• Residence within reasonable travelling distance of Alpharetta, Georgia.
• Willingness and ability to travel to Alpharetta for team meetings and collaborative working when required. [Job Specif...edNOV.docx | Word]

Desirable experience

• Experience working for a SaaS or business software provider.
• Experience managing software renewals, customer onboarding, adoption or retention programmes.
• Experience working with value-added resellers, distributors or other channel partners.
• Presentation, workshop facilitation or product demonstration experience.
• Experience using Microsoft Dynamics 365 or a comparable CRM platform.
• Experience following a recognised sales or customer success process.
• Understanding of business software applications. [Job Specif...edNOV.docx | Word]

Working arrangements

This is a remote position based in the United States. The successful candidate must be available during core Eastern Time business hours and live within reasonable travelling distance of Alpharetta, Georgia.

Occasional attendance at an Alpharetta-area coworking location will be required for team meetings and collaborative working. Additional travel to customer and partner meetings may also be necessary.

How to apply

Please submit your résumé together with a short covering note explaining your relevant account management, customer success or channel-sales experience.

Pay: $43,000.00 - $58,000.00 per year

Benefits:

• 401(k)
• Health insurance
• Paid time off
• Work from home

Work Location: Hybrid remote in Alpharetta, GA 30009