Roofr is building our Account Management team and we are looking for mid-level Account Manager to help us shape and execute a scalable value-focused customer success strategy. We work with hundreds of new customers each month and offer several products to help our customers as they grow. We are looking for a customer-centric, results-oriented AM to join our team and help us help our customers. Retention, churn prevention, upselling, and cross-selling are the name of the game but always with the customer’s best interest at heart.
What You'll Get to Do:
- Drive and execute strategies to expand existing customer accounts, identifying upsell and cross-sell opportunities to maximize revenue growth
- Develop and maintain strong relationships with key stakeholders within customer organizations, including owners, admins, and end-users
- Understand customers' business goals, challenges, and objectives, and align them with our SaaS solution to drive maximum value and ROI
- Conduct regular check-ins and proactive outreach to ensure customers are achieving their desired outcomes and driving value from our product
- Identify and address any customer concerns, issues, or roadblocks, escalating when necessary to ensure timely resolution
- Collaborate closely with cross-functional teams such as Sales, Product, and Support to advocate for customers, provide feedback, and drive product enhancements
- Conduct product demonstrations, training sessions, and workshops to educate customers on best practices, new features, and product updates
- Develop and execute strategic account plans, including renewal and expansion strategies, to maximize customer retention and growth
- Monitor and analyze customer usage data, adoption metrics to identify trends, opportunities, and risks
- Prepare and deliver regular business reviews to customers, showcasing their success metrics, product usage, and identifying areas for improvement or optimization
What You'll Bring to the Role:
- 4+ years of experience in Account Management, Customer Success, Customer Retention or Consulting experience
- Strong understanding of SaaS business models, customer lifecycle, and customer success principles
- Excellent communication and presentation skills, including both written and verbal, phone, email, and video meeting and webinars
- Ability to build rapport quickly, and to adapt relationships based on customer needs and engagement
- Highly self motivated with a demonstrated ability to work autonomously and take initiative in managing a high volume of customer accounts (500+) and prioritizing tasks effectively
- Strong critical thinking, analytical and problem solving abilities
- Capable of meeting strict deadlines
- Able to work independently as well as part of a team
- Experience in upselling & cross selling
- Experience in a SaaS company
- Experience in an early stage, high velocity startup environment
- Tech Savvy
Bonus Points:
- Experience in the construction technology space and/or experience in the roofing industry