SMB Account Manager

This is a remote position.

• Customer Retention:
  

• Develop and maintain strong relationships with key accounts ensuring a deep understanding of their needs and pain points.
  
• Proactively address customer concerns and work closely with customer success teams to ensure high satisfaction and longterm retention.
  

• Platform Usage Growth:
  

• Drive increased usage of the platform across all customers by monitoring and promoting metrics such as user growth logins quotes created and AI lines used.
  
• Identify opportunities to expand the platforms value within each account and work with customers to maximize their usage.
  

• Strong Product Knowledge:
  

• Maintain an expertlevel understanding of our software its features and its application within the wholesale distribution industry.
  
• Serve as a technical resource for customers providing guidance and troubleshooting as needed.
  

• Learning Customer Processes:
  

• Invest time in understanding each customers specific processes workflows and goals.
  
• Tailor support and recommendations to align with customers unique business requirements.
  

• Developing BestPractices:
  

• Create and disseminate valuable bestpractices to help users get more out of the platform.
  
• Conduct training sessions webinars and other educational initiatives to enhance user proficiency.
  

• Industry Curiosity:
  

• Stay uptodate with industry trends competitors and emerging technologies.
  
• Share insights with customers and internal teams to drive innovation and continuous improvement.
  

• Disciplined FollowUp and Customer Satisfaction:
  

• Implement a structured and measurable followup process ensuring consistent communication with customers.
  
• Regularly monitor customer satisfaction scores and take action to address any areas of concern.
  

• Attention to Detail:
  

• Track progress towards personal and team objectives with a focus on measurable outcomes.
  
• Develop and maintain a detailed customer scorecard that tracks key success metrics.
  

• Reporting:
  

• Maintain documentation of client contact and sales activities in CRM
  
• Accurately judge and forecast Account Health and expansion potential on a quarterly basis.
  
• Documentation of client issues and root causes of the issues.
  

• Travel:
  

• Travel as needed to client sites to achieve retention and expansion goals.
  

• Other Duties as Required by Management
  

Requirements

• Bachelor s Degree or equivalent experience
  
• 35 Years of SaaS account management or customer success experience.
  
• CustomerCentric Attitude: A passion for helping customers succeed and a commitment to delivering exceptional service.
  
• Learning Mindset: Ability to get into the details and deeply understand software and pharmaceutical regulatory environment.
  
• Organizational Skills: Strong organizational and time management skills to ensure consistent and effective followup with customers.
  
• Communication Skills: Excellent written and verbal communication skills to effectively interact with customers and internal teams.
  
• Technical Proficiency: Familiarity with CRM software data analysis tools and an ability to quickly learn and adapt to new technologies.
  
• Knowledge of eQMS market and regulatory/compliance frameworks for life sciences companies is preferred.
  
• Proactive and SelfMotivated: Ability to work independently with a focus on achieving measurable results.
  
• Attention to Detail: Precision in tracking and reporting on metrics that impact customer satisfaction and business growth.
  
• Curiosity and Learning: An eagerness to learn and grow both in terms of product knowledge and industry expertise.
  
• Resilience: Ability to handle setbacks or challenges with a positive and solutionoriented mindset.
  
• Proven record of delivering high quality presentations and business proposals/contracts under tight timelines.
  
• Highly organized in planning and time management with the ability to multi task.
  

Benefits

• Medical Dental and Vision PSC pays 100% of all qualifying employee medical premiums and 50% for qualifying dependents
  
• Insurance options for Employee Assistance Programs Basic Life Insurance Short/Long Term Disability and more.
  
• 401(k) and 401(k) matching
  
• PTO Sick Time and Paid Holidays
  
• Education Assistance
  
• Pet Insurance
  
• Fitness Benefits (Membership discounts and other perks/services at qualifying gyms like Anytime Fitness 24Hour Fitness and more)
  
• Financial Perks and Discounts