Account Manager
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Job Description
Account Manager at Quavo managing mid-market to large clients and driving growth opportunities while ensuring client engagement and success on the platform.
Responsibilities:
- Own a defined portfolios of mid-market and large clients, serving as the primary point of contact throughout the client lifecycle.
- Build and maintain trust-based relationships with operational managers, product owners, and key decision-makers within client organizations.
- Conduct regular cadence calls, business reviews, and strategy sessions to align on goals, surface risks, and demonstrate ongoing value.
- Identify and pursue expansion and upsell opportunities within your portfolio, owning the full expansion sales cycle from discovery through close.
- Monitor account health indicators (usage, support trends, sentiment) and proactively intervene before issues escalate.
- Drive net revenue retention by minimizing churn and positioning clients for long-term success on the Quavo platform.
- Develop success plans that map client goals to Quavo capabilities, creating clear roadmaps for product adoption and expansion.
- Track and report on expansion pipeline, renewal forecasts, and account health metrics to leadership on a regular basis.
- Develop working knowledge of the Quavo platform to guide clients on configuration, best practices, and optimal product utilization.
- Partner with the Marketing team to generate referrals and case study opportunities from satisfied clients.
- Maintain accurate client records, opportunity tracking, and health documentation in CRM tools.
- Provide account scorecards and sentiment summaries to leadership, surfacing insights and flagging accounts that need additional attention.
- Resolve or escalate client issues within defined SLAs, ensuring timely communication and follow-through.
- Contribute to internal knowledge sharing by documenting common client challenges, solution patterns, and escalation outcomes.
Requirements:
- 3+ years of experience in client success, account management, or a client-facing role within a SaaS, fintech, or financial services environment.
- Demonstrated ability to manage a portfolio of clients with ownership of both retention and growth outcomes.
- Track record of building productive relationships with operational, mid-level and executive stakeholders at client organizations.
- Comfortable running discovery conversations, Business Reviews and owning expansion opportunities end-to-end, including negotiation and close.
- Strong written and verbal communication skills; confident presenting to groups of executive and C-level stakeholders.
- Organized and self-directed; able to manage multiple clients and competing priorities without close supervision.
- Ability to travel up to 25% of the time (depending on territory)
Benefits:
- Competitive base salary plus bonus and commission tied to retention and expansion targets
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