Account Manager
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Job Description
Account Manager driving renewals, retention, and expansion for Sparrow’s employee leave-management platform. Managing strategic customer relationships and leave-management expertise across U.S. accounts.
Responsibilities:
- Increase product adoption, lead positive customer experiences, and drive growth through gross renewals and net retention improvements
- Optimize the customer lifecycle through engagement programs and initiatives based on customer segmentation
- Identify growth and expansion opportunities within the existing customer base to achieve revenue targets
- Use raw customer data to maintain an exceptional customer experience
- Reduce churn and drive new business growth through advocacy, referenceability, and referrals
- Address escalated client issues with speed and urgency, coordinating resources across the company
- Conduct strategic quarterly business reviews to ensure client satisfaction and identify opportunities for improvement
- Partner with the sales team as a solutions architect on sales calls, providing subject matter expertise and cross-functional resources
- Own expansion and upselling revenue targets and generate referrals
- Represent the customer voice for product and service enhancements
Requirements:
- 5+ years of experience in Renewal Management, Account Management, Customer Success, or Customer Experience, ideally within SaaS offerings
- 2+ years of experience in the leave of absence space, such as at a third-party administrator, disability or absence management carrier, leave management technology provider, or administering leave in-house
- Experience building strategic customer engagement plans and thoughtful touchpoints
- Experience with high-touch strategic account management and digital-first low-touch models
- Proven track record of achieving KPIs
- Data-driven approach to process design and work
- Highly effective communication skills for building trust, cross-functional collaboration, and B2B customer meetings
- Comfort with SQL is a plus
- Must be legally authorized to work in the United States
- Must be physically working from within the United States
Benefits:
- Remote work; all employees work remotely across the United States
- Equal opportunity employer
- Mission-driven work supporting companies and employees through leave management
- Diverse, highly talented, and supportive team
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