Account Manager

Job Description

The Account Management team at SmartRent engages and maintains relationships with our key clients, identifies expansion opportunities within each assigned portfolio, and assists with client onboarding. You will collaborate cross-functionally with other internal stakeholders to ensure a smooth rollout of SmartRent’s products and services, and overall customer satisfaction. In this position, you will report to one of our Directors of Account Management.

Responsibilities

• Lead client onboarding calls at the corporate level which includes; guide clients through our onboarding process, educate clients on specific product use-cases, successfully de-escalate client concerns, and identify potential expansion opportunities to drive additional revenue.
• Effectively communicate action items and assign ownership responsibilities after client calls, ensuring the necessary internal teams complete tasks and clients are up-to-date on our process.
• Act as the client’s strategic partner. Hold quarterly business review calls with clients in your portfolio, ensuring they are effectively adopting SmartRent’s offerings.
• Work collaboratively with Sales and Marketing team members on expansion and renewal opportunities to promote client retention within your assigned portfolio.
• Document all communications in our CRM (Salesforce) so that our client records and other internal stakeholders can stay up-to-date.
• Act as a cross-functional team liaison by identifying and tasking issues which require involvement from other internal stakeholders (i.e. sales and operations).
• Coordinate with internal Operations teams to ensure a timely and successful implementation of SmartRent’s products and services.
• Identify areas of improvement within our processes/systems by adding your own suggestions to improve efficiencies.
• Perform other duties as required.

Required Qualifications

• Minimum 3-5 years of experience in an Account Management role or a similar position with enterprise client relationship management experience.
• Strong client relationship management skills with the ability to handle a sizable portfolio of enterprise accounts and the ability to lead calls with corporate leaders (C-suite executives, VPs, Directors, etc.).
• Experience in a role where success is measured on client retention and being responsible for client retention; understanding of upselling/cross-selling strategies and the ability to influence client retention and revenue expansion opportunities.
• Experience documenting communications and other client information into a CRM software solution (preferably Salesforce)
• Team player with proven ability to work collaboratively with cross-functional teams
• Excellent written and verbal communication as well as presentation skills
• Enthusiasm and patience to handle client challenges
• Strong attention to detail and organization skills
• An excellent work ethic with a sense of urgency

Preferred Qualifications

• Previous experience working for a SaaS company or tech startup with enterprise solutions
• Property Management or Multifamily vendor experience