Account Manager

Concord (noun) con·cord | a state of agreement; harmony

Concord empowers growing businesses to make smarter operational decisions by unlocking actionable data from all their contracts, using Agreement Intelligence. Trusted by more than 1,500 companies and 1 million users worldwide, Concord enables anyone to swiftly sign agreements and access crucial business data.

Agreement Intelligence is the next evolution beyond contract lifecycle management (CLM), which has been the fastest growing software industry for the past five years. With 95% of the world’s companies still managing their agreements manually, analysts predict that CLM will soon become the 3rd largest software industry behind ERP and CRM.

Concord is a product-centric and customer-first company with offices in the USA and France. Through its product and company culture, Concord incorporates the values Purpose, Humility, and Integrity in everything.

About the Role 

As an Account Manager at Concord, you will be the primary point of contact for our existing clients, ensuring their success and satisfaction with our software and services. You will manage client relationships, drive adoption, and help clients optimize their use of Concord to meet their business objectives. Your goal is to build long-term partnerships, deliver value through our platform, and ensure high levels of customer retention and growth.

What you can expect from us

• A work environment where hard work and high quality are rewarded ;
• An agile organization where you can quickly act and have an impact ;
• Transparency: once you're part of the team, you'll know all about it (strategy, HR, Product and business updates) ;
• An atmosphere with good spirit, kindness and mutual aid.

What we can expect from you

• Client Relationship Management:
• Serve as the primary liaison between the company and a portfolio of clients.
• Develop and maintain strong, trusting relationships with key stakeholders at client organizations, including legal, procurement, IT, and operations teams.
• Understand clients' business goals, challenges, and needs to recommend tailored solutions using our contract management software.




• Onboarding & Implementation Support:
• Assist clients in the onboarding process, ensuring a smooth transition from initial purchase to full adoption of the software.
• Collaborate with implementation teams to facilitate training, best practices, and configuration of the platform to meet client-specific requirements.




• Account Growth & Retention:
• Identify opportunities for account expansion, including upselling additional features, services, or modules of the software.
• Proactively check in with clients, monitor account health, and address any concerns before they escalate.
• Drive customer success metrics such as adoption rates, contract renewals, and product usage.




• Problem-Solving & Support:
• Act as a trusted advisor to clients by providing expert guidance on best practices, new features, and potential improvements to their contract management processes.
• Troubleshoot client issues and work cross-functionally with the support and technical teams to resolve them quickly.




• Reporting & Analytics:
• Provide regular reports to clients on key metrics related to their contract management performance.
• Analyze usage data to identify trends, gaps, and opportunities for optimization or additional value.




• Collaboration with Internal Teams:
• Collaborate closely with Sales, Product, and Customer Support teams to deliver exceptional service and ensure clients’ needs are being met.
• Provide feedback to the product team on customer needs and product enhancement opportunities.
• Actively participate in the respect of all the company's security practices and policies.

Requirements

• Minimum 3-5 years of experience in account management, customer success, or a similar client-facing role, preferably in the SaaS, legal tech, or contract management software space.
• Proven track record of managing customer relationships and driving client satisfaction and retention.
• Strong communication and interpersonal skills, with the ability to engage and influence senior-level stakeholders.
• Exceptional problem-solving skills and ability to translate technical details into actionable business solutions.
• Comfortable presenting and conducting training sessions for clients.
• Familiarity with contract management software or enterprise SaaS solutions.
• Experience working with CRM tools (e.g., Salesforce) and project management software.