As an Account Manager, manage a portfolio of ~200 accounts, drive customer success, retention, and growth through excellent communication and coordination with internal teams, and ensure maximized software utilization.
About Us
ControlUp creates an autonomous workplace where the day runs itself. We’re a leader in DEX, unifying digital employee experience and IT operations into one powerful platform built for modern workplace management. By combining real-time monitoring, automation, and proactive remediation, ControlUp enables IT teams to prevent issues before they impact employees, reduce operational complexity, and streamline IT environments, without the clutter of multiple tools. With ControlUp, IT works smarter, employees stay productive, and the workday runs itself. One platform. One powerful shift in how work flows. No tool sprawl. No wasted time. No interruptions. Just technology that runs smoothly, so people can get on with work that matters.
The Role
As an Account Manager, you will be given a portfolio of ~200 accounts to manage with a combination of interactive human and digital touch. You will manage the post-sale relationship with that customer and be responsible for ensuring their success and improved ROI with our product suite. This role carries the responsibility for renewing our book of business in the region. The Account Management function supports new business sellers across geographically assigned teams (PODs) to maximize revenue by ensuring customer value is at the heart of everything we do.
Who we’re looking for
We’re looking for a strong communicator and collaborative team player. The people who excel here are the type who love to learn and see themselves as lifelong learners, strive to go the extra mile, and aren’t afraid to take initiative. You must be highly organized and be able to define priorities and where to spend your time.
As someone with tremendous commercial acumen, you will use your interpersonal skills to build and develop enduring relationships with customers and partners, acting as their trusted advisor and understanding their unique business challenges. Internally, you will develop strong partnerships across the business, including US-based team members as well as peers across the globe, as you have a global mindset that embraces and leverages diversity.
Responsibilities
- Engage with customers to align customer goals with our solutions
- Work closely with CSMs, Solution Engineers, and Professional Services in pursuit of a superlative customer experience
- Ensure account retention, development, and growth of lifetime customer value across the portfolio
- Drive customer use and adoption of software to ensure maximum license utilization by facilitating successful onboarding and adoption of software, leading to retention, upsell, and cross-sell opportunities
- Support POD teams to expand and grow customer accounts by identifying customer needs, educating, and selling additional products in our software portfolio
- Monitor and report customers' product experiences and provide consultation and recommendations to improve performance and success
Requirements
- 3+ years of experience working in fast-growing SaaS businesses
- Proven track record of working in fast-growing SaaS businesses
- Prior responsibility for a portfolio of more than 200 accounts across all segments/verticals
- Exceptional interpersonal and communication skills with the ability to influence decision-making at all levels
- Proven ability to conduct seven-figure renewal negotiations
- Exceptional attention to detail, accuracy, proactivity, and the ability to anticipate needs.
- Experience in one or more of the following roles: Customer Success Manager/ Renewals /Sales/IT manager, Software Sales
- Positive attitude and very customer-centric; always willing to put the customers' needs first.
- Some travel required (company events and customer on-sites)
Preferred Qualifications
- Experience with Outreach.io, Gong, Salesforce, Slack, Splunk, Zoom, Google Workspace, and/or FileMaker Pro is a huge plus.
- Experience working in or with organizations that have large IT departments
- Excellent organization, note-taking, project management, and time management skills
- Working knowledge of VDI – Citrix \ VMware virtualization solutions.
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