Manager, Account Management ID - 13177
Full Job Description
Based in Washington, D.C., Quorum is a fast-growing software company and is the leading provider of workflow software and information services for government affairs professionals across the corporations, non-profits, associations, and governmental end-markets. Quorum allows users to manage stakeholder engagement, launch grassroots advocacy campaigns, and track legislative activity at all levels of government, including federal, state and local.
Quorum provides mission-critical solutions to public affairs professionals for their work in Congress, all 50 state legislatures, major U.S. cities, the European Union, and 30+ countries around the globe. Quorum serves over 2,000 customers globally including over 50% of the Fortune 100, and has over 350 team members across the globe.
As a Manager of Account Management, you will be responsible for leading, managing and coaching an existing team of Account Managers within our Account Management department; our AM department is tasked with driving KPIs focused on boosting customer adoption, sentiment, retention, and expansion throughout the post-sale customer journey. In this integral leadership position, you will lead a high-performing team, own key functional initiatives, drive KPI & outcomes achievement across a portfolio of mostly Mid-Market customers, and make recommendations to the Vice President of Account Management and fellow AM leaders on improvement opportunities to both the business and the customer experience.
We're seeking a leader who understands the characteristics & behavioral trends typical of Mid-Market customers as well as the efficacy of various Customer Success & Account Management tactics with such customers and has the ability to drive business goals and customer outcome achievement for this customer segment. This role offers the opportunity to make a substantial impact to our business, focused in specific areas:
- Retain & Expand Customer Relationships: Retain and expand Annual Recurring Revenue (ARR) in your Account Managers' assigned customer portfolios.
- Optimize our Engagement Model: Increase/improve customer adoption, sentiment, and perceived value through scalable engagement tactics; identify and act upon retention risks and expansion opportunities.
- Develop Team Members and Innovative Approach: Develop, coach and grow a team of Account Managers as you identify efficiency/scale opportunities and scalable tactics that deliver impact across customer segments.
Responsibilities
- Hire, onboard, train, manage, and develop a team of Account Managers.
- Guide Account Managers to drive product adoption, customer sentiment, customer engagement, and other measures of customer health, with a focus on data-driven activities and automation across the customer journey.
- Coach Account Managers on the skills needed to align Quorum's capabilities to customers' business needs & goals, communicate Quorum's strategic value to various customer personae, especially customer executives, and engage customers to achieve their measures of value, identify customer risks, develop expansion revenue, and ensure successful renewals.
- Implement repeatable strategies and playbooks designed to drive customer engagement, product adoption, value realization, and customer sentiment to meet team business goals and KPIs.
- Collaborate cross-functionally, especially with other Go-To-Market (GTM) functions, to help ensure a seamless, effective customer journey and efficient, effective internal business operations.
- Translate customer feedback into actionable insights for other cross-functional teams, including Support, Product, Marketing, and Sales.
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Required Qualifications
- 2+ years of experience managing teams of Customer Success Managers, Account Managers, or similar functions, or serving in a Team Lead capacity.
- 3+ years of experience as an individual contributor in a Customer Success Manager, Account Manager, or similar customer-facing role within a B2B SaaS business.
- Strong communication skills with the ability to build rapport, articulate concepts clearly & succinctly, generate enthusiasm for ideas, and drive action, both in-person or online.
- Capable of motivating and developing a team, creating buy-in & alignment with organizational goals and objectives, and driving behavior.
- Strong problem-solving skills, capable of addressing challenges quickly and constructively, uncovering root causes, and making informed decisions to drive resolution and prevent recurrence.
- Ability to learn from past experiences, both successes and failures, and apply those learnings to improve future performance.
- Demonstrated ability and success measuring and continually improving team and company metrics and KPIs.
- Proficiency with CS platform software (preferably Gainsight), CRM software (preferably Salesforce), analytics tools, office productivity suites (preferably G-Suite), AI tools (preferably ChatGPT), and other common B2B SaaS CS and Sales tech stack applications to streamline processes and enhance team productivity.
- You want to be a part of building and maintaining a diverse and inclusive team environment where you regularly express concern for team members' success and well-being.
- You are excited by the opportunity to have a positive impact on government affairs.
- Experience using and building campaigns via a customer relationship management (CRM) software (i.e. Gainsight).
About the Account Management Team
- We ensure that Quorum customers have an amazing experience while achieving optimal value with our products, earning the right to expand our relationships and business with them.
- We teach our customers on best practices in the government affairs and coach them toward ever more mature government affairs operations.
- We are dedicated to every customer's success and address their challenges quickly and creatively.
- We act as staunch advocates for our clients, identifying their diverse use cases and consulting with them on how to use Quorum products to fulfill those use cases.
- We regularly support one another to ensure the success of our team and our customers.
- We're very close as a company—we work together, hang out together, and we value each others' ideas and input.
Compensation
- On Target Earnings: $100,000.00 – $120,000.00 (OTE expectations dependent upon base salary)
Our Work Environment
- We are a remote-friendly team with flexible work options: work remotely or, if you're in the area, choose to visit our vibrant, sunlit space in our modern, open-concept office in Washington, D.C.
- Our office building is located in the heart of downtown DC, easily accessible by metro, bus, and rideshares. It is also in close proximity to great restaurants, food trucks, shopping, and popular happy hour spots.
- Our team loves to spend time doing fun things outside of the office - both together and remote, which we call Quorum Fun events. Past Quorum Fun events have included apple picking, yoga, virtual art classes and wine tasting.
Do you want to learn what it's like to have a real impact at a fast-growing company that is changing the way the advocacy process works? If so, drop us a line. We'd love to talk to you!
Compensation Structure
- On Target Earnings: $100,000.00 – $120,000.00 (OTE expectations dependent upon base salary)
Benefits
- Flexible Paid Time Off
- Paid Company holidays plus additional company-wide days off for team members to rest and recharge
- Four Day Weekends for President's Day, Memorial Day, Fourth of July and Labor Day
- Free Subscription to the Calm App
- Free Subscription to LinkedIn Learning to support professional development
- Invest in Yourself Days - one designated day per quarter is dedicated to your professional development!
- One-time Work from Home Stipend
- 401k match
- Choice of trans-inclusive medical, dental, and vision insurance plan options
- Virtual and in-person team events
- Bright sunlit open office concept with your own dedicated desk (if you want it)
- Inclusion & Diversity Affinity Groups to support belonging
- 12 weeks paid parental leave
We comply with all requirements for US government federal contractors issued by the OFCCP, IFR, and the terms of our government contracts.
EEO/AA/F/M/Vet/Disabled
We are currently hiring for this position in the following states: AZ, DE, DC, FL, GA, IL, KS, KY, LA, ME, MD, MA, MI, MO, MT, NE, NJ, NC, OH, PA, SC, TN, TX, VT, VA, WV.
