Account Manager

Who You Are

You are someone who enjoys a dynamic growth environment and wants to use your Account Management skills in a way that positively impacts environmental change while building an amazing culture and company.

Who We Are

cove is transforming the building design industry through cutting-edge technology, combining AI-powered solutions with advanced analytics to help architecture, engineering, and construction teams optimize project workflows. We raised a $30 million Series B from Coatue (early backer of Apple, Tesla, and Rivian) and actor Robert Downey Jr. (aka Iron Man). cove streamlines design processes by automating energy, daylight, cost analysis, and more.

The Account Manager will be responsible for managing a portfolio of clients, ensuring their success with our service offerings, and fostering long-term relationships. This role focuses on Utilization & Net Revenue Retention (NRR), driving client satisfaction through services utilization, and identifying opportunities for account growth. Reporting to the Director of Account Management, the Account Manager will play a key role in transitioning clients from our software products to our new service-based solutions, while maintaining high levels of engagement and satisfaction.

Key Responsibilities:

Client Relationship Management:

• Manage and nurture relationships with a portfolio of clients, ensuring their success throughout the lifecycle of our services.
• Serve as the primary point of contact for clients, addressing their needs, providing solutions, and ensuring a seamless experience with our service delivery.
• Lead an outbound proactive motion to identify project opportunities to utilize their services retainer.

Revenue Retention & Growth:

• Drive Utilization & Net Revenue Retention (NRR) by ensuring high client satisfaction and engagement, reducing churn, and maintaining renewal rates.
• Identify and address potential risks within accounts, developing strategies to mitigate them and maintain a high level of client retention.
• Collaborate closely with service delivery teams to ensure a smooth transition for legacy software clients into our service offerings.
• Collaborate closely with sales teams to expand the relationship through cross-selling and upselling relevant services.

Operational Excellence:

• Ensure timely and successful delivery of services, working closely with the services team to meet all project deadlines and client expectations.
• Monitor and manage client satisfaction metrics, ensuring any feedback is acted upon to continually improve the client experience.
• Assist in refining processes to drive efficiency and scalability within the account management function.

Collaboration & Teamwork:

• Partner with the Director of Account Management and other account managers to share best practices and contribute to the team's success.
• Work cross-functionally with sales, marketing, and operations teams to ensure alignment on client needs and service delivery goals.
• Contribute to the continuous improvement of service offerings by providing client feedback to the product and service teams.

Qualifications:

Experience:

• 3-5 years of experience in account management, sales, or a related field, ideally in a B2B environment.
• Proven ability to manage and grow client relationships, with a focus on revenue retention and client satisfaction.
• Proven ability to lead an outbound motion to drive value.

Skills:

• Strong interpersonal and relationship-building skills, with the ability to communicate effectively with clients and internal teams.
• Results-driven with a proactive approach to managing client accounts, identifying growth opportunities, and mitigating risks.
• Excellent organizational skills, with the ability to manage multiple priorities in a fast-paced environment.
• Strong analytical skills, with the ability to leverage data to improve client retention and satisfaction.
• Experience with CRM software and project management tools, with a focus on tracking client interactions and performance.

Education:

• Bachelor’s degree in business, marketing, or a related field.