Account Manager (OpCo)

The Opportunity

ASG is an unconventional group of market-leading SaaS software companies, serving industries ranging from behavioral health to transportation to childcare. ASG believes deeply in the power of people and data to grow great organizations, and that sharing knowledge, expertise, and resources across its community of businesses drives exponential growth. ASG has acquired over 50 businesses since its inception in August of 2016.

One of our operating companies in the nonprofit technology space is looking to hire a talented Account Manager. You’ll own retention, expansion, and cross-selling multiple products for the customer base. You will serve as the face of the business for customers, negotiate contracts, and help customers discover success in all three products. You’ll have a pulse on customer needs and health across accounts. Internally, you’ll be the cross-functional owner of customer advocacy and issue resolution, working with Product, Sales, Engineering, and Operations team members. 

The ideal candidate juggles many different tasks and relationships, and can easily create relationships with customers and build trust. They are able to manage 100s of relationships and juggle a pipeline that is full. They work cross-functionally to drive issues to resolution, communicate skillfully and professionally with customers, dives deep on product, and has technical and revenue orientation. This role offers tremendous growth and leadership potential for a motivated individual.

Responsibilities

• Deep motivation to retain and expand customers
• Develop a deep understanding of our product and customers
• Drive customer adoption, usage and value
• Monitor customer health to predictably drive retention and identity expansion opportunities
• Collaborate with Product and Engineering to drive issue resolution, inform product enhancements, and roll out product features
• Collaborate with marketing on customer communications
• Own and manage customer onboarding and renewals
• Leverage customer data and technology to prioritize and communicate effectively
• Develop repeatable, scalable processes for aligning with customer goals and engaging with various key stakeholders, including end users and decision makers

Qualifications

We believe that no one meets 100% of the listed qualifications. We are less concerned about whether you’ve done everything on this list and more interested in identifying the right candidate who wants to join a connected, mission-driven, hard-working team of practitioners driven by creativity, curiosity, and a goal to change the world. If you feel like you meet most of the following qualifications, we encourage you to apply.

• Experience in Customer Success/ Account Management, owning retention and expansion targets
• A keen eye for opportunities to increase value for a customer through expansion
• Ability to pitch products, maintain a pipeline and qualify / demo customers
• Hard working and able to handle challenging situations
• Ability to think on their feet and juggle many different relationships and opportunities
• Ability to persist through uncertainty with incomplete information
• Ability to create and execute processes for a growing business
• Ability to evaluate, troubleshoot, and follow-up on customer issues as well as replicate and document issues for further escalation while serving as the customer’s advocate
• Genuine passion / experience for (sector) customers
• Bonus: Familiarity with Gainsight and / or Salesforce