Account Manager (SMB)

What the Account Manager will do:

• Manage a portfolio of Direct Brand, Gaming, Finance, Agency, AdTech, and Publisher businesses, focusing on renewals, upsells, and Net Revenue Retention (NRR) growth.
• Oversee all assigned contract renewals to ensure timely and accurate execution.
• Accelerate the contract renewal process, mitigate identified risk, and ensure customer satisfaction
• Own contract processes, including renewal CTA management, quote creation, maintenance of Salesforce opportunity records, sending of order forms, forecasting renewals outcomes, and tracking progress of signature.
• Work with Customer Support team (where needed) to identify at-risk accounts and put together a strategy to secure the renewal, as needed.
• Partner with Customer support and Sales Ops to communicate challenges in our current renewal process and advocate for improvements to increase our operational efficiency.
• Identify opportunities to expand Sensor Towers footprint within an account as part of the renewal process.
• Establish and maintain effective, cooperative working relationships with customers,largely via email. This includes objection-handling and problem-solving when customers request discounts, indicate they don’t want to renew, alert us that they’re evaluating competing solutions, etc.
• Have annual/bi-annual calls with customers to secure the budget for upcoming renewal.

Experience and skills that the candidate can bring:

• Must be able to work from the office at least one day per week, with Thursday being the minimum.
• Previous experience in a Support, Services, Customer Success, or Renewals Management role
• Intellectually curious self-starter with a knack for problem-solvingAbility to work in collaboration with Support functions to facilitate timely responses to queries or discrepancies. 
• Familiarity with contracts, terms of service, and legal issues
• Clear and effective communicator, adept at both written and verbal communication with customers and internal stakeholders
• Organisational skills and attention to detail
• Experience with Salesforce (particularly working with the ‘opportunity’ object)
• Assess areas of opportunity to more effectively automate key components of the renewal processes to improve operational efficiency
• Bonus: Previous B2B SaaS and/or enterprise software experience