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Job Description:
Key Responsibilities:
Customer Relationship Management
- Is responsible for overall health and retention of assigned accounts
- Serve as the main point of contact and communications hub for assigned customer accounts, building long-term, tactical and strategic relationships
- Develop a deep understanding of each customer’s platform usage, organizational structure, business model, objectives, and success metrics
- Act as a trusted advisor to help customers realize the full value of our platform
- Maintain strong advocacy and referenceability
- Handle all day-to-day account management functions, including billing support and release management.
Renewal & Expansion
- Proactively identify and upsell/cross-sell services opportunities
- Supports contract renewals as well as product and services upsell/cross-sell opportunities
- Supports services upsells
- Supports and tracks the renewal process, engaging the account stakeholders, managing customer communication and tactical logistics
- Surface upsell and cross-sell opportunities that align with customer goals and drive adoption and incremental revenue
- Collaborate with internal teams to propose and execute account growth plans Account Strategy & Advocacy
- Develop and advise on account strategies that maximize customer lifetime value and retention.
- Proactively monitor account health, usage trends, and satisfaction levels to prevent churn
- Organize and translate data into cohesive delivery via regular customer business reviews
- Serve as the voice of the customer internally, advocating for their needs in product discussions and roadmap planning.
- Drive towards 100% referenceability
Collaboration & Execution
- Partner closely with customer experience and with product management, and the executive teams to ensure a cohesive customer experience
- Identify trends across customers to act as an advisor to product management
- Engage internal subject matter experts to support customer conversations where necessary.
- Provide regular feedback from customer interactions to inform feature development and service improvements.
- Maintain accurate and up-to-date records of account activities and pipeline in CRM systems.
Qualifications
- 3 - 5 years of experience in Account Management, Relationship Management, or Customer Success within a SaaS or technology company
- Proven ability to identify expansion opportunities in customer accounts while maintaining high satisfaction
- Strong business acumen and consultative skills
- Excellent communication and presentation abilities
- Ability to manage multiple accounts concurrently and organize interactions with internal specialty functions
- Experience with space planning and/or visual merchandising platforms
- Bachelor’s degree in Business, Marketing, or a related field
What Success Looks Like
- High customer retention and satisfaction scores
- Consistent achievement of supporting renewal and expansion targets
- Deep, trusted relationships with key customer stakeholders
- Cross-functional collaboration that results in measurable customer outcomes
One Door is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
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