Account Manager

• Set strategy and goals: Develop and implement the overall customer success strategy
• Drive revenue growth: Focus on increasing renewal rates and revenue through upsells and cross-sells
• Define and lead the long-term strategy for account management and technical program management
• Serve as the ultimate backstop for client issues
• Establish and maintain strong relationships with key clients
• Lead and develop the team: Recruit, hire, train, and mentor customer success and account managers
• Establish operational rigor: Implement and scale processes for customer onboarding, adoption, renewals, and support
• Track and report on performance: Establish systems for tracking key metrics
• Champion the "voice of the customer": Represent customer needs and feedback in leadership meetings
• Standardize work product, establishing consistent processes, documentation, and success metrics
• Oversee coordination of contractor and vendor work
• Define and implement best practices and methodologies for project management across the organization
• Collaborate with Finance and Operations leadership to align project capacity, staffing, and forecasting

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