Aplos Account Manager

About Aplos:

Aplos is the largest nonprofit & church management software on the market. We’ve served over 40,000 organizations since our inception in 2009. Our all-inclusive platform provides a dynamic CRM, fundraising & giving tools, online donations & payment processing, built-in fund accounting system, integrated payroll, email marketing, website builder, and much more. Aplos made the Inc. 600 list in 2018, making it one of the fastest growing companies in the U.S. Our innovative team continues to push the envelope with new software features, industry vertical exploration, and marketing strategies every quarter. With a leadership team made up of start-up pioneers, Silicon Valley veterans, and serial entrepreneurs; Aplos is charging full steam ahead as a leading brand in the nonprofit SaaS market.

Purpose of Position

We seek a growth-minded Account Manager to deliver a world class customer experience to our clients. You’ll own retention, expansion, and cross-selling multiple products for the Aplos customer base. You will serve as the face of Aplos 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. Thanks to you, customers will adopt all three products and rave about their experience with Aplos.

The ideal candidate juggles many different tasks and relationships. They 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

Other Information

• Location: US, or Canada, remote.
• Benefits: Generous package including discretionary time off, health / dental / vision, 401K matching.
• Compensation: $90,000-$115,000 OTE.