Account Manager (SaaS & B2B) (Remote)

Overview

Responsibilities

1. Client Success Champion: Become a trusted advisor to your assigned enterprise accounts. Deeply understand their needs and challenges, and proactively develop strategies to maximize their value from our services and product.
2. Onboarding Rockstar: Ensure a smooth and successful onboarding experience for new enterprise clients. Guide them through the product setup, provide comprehensive training, and answer any questions they may have so they get value as fast as possible.
3. Relationship Builder: Foster strong and collaborative relationships with key stakeholders within your accounts. Be a trusted point of contact, actively listen to their needs, meet them regularly as needed, and build a foundation for a long-term partnership.
4. Farmer: Identify upsell and cross-sell opportunities within your existing accounts. Develop and present strategic recommendations that align with their business goals and unlock additional value for them. This includes requesting referrals once client as obtained value.
5. Payment Champion: Secure timely payments from your assigned accounts. Manage the invoicing process, follow up on outstanding balances, and collaborate with the sales and finance team as needed.

1. As the AM, you will also do AM Ops. Your objective will be to keep things organized so that account management is scalable for yourself and others. New people added to an account should be able to quickly catch up on all details regarding an account.
2. Account Management Pro: Maintain accurate account records, write up meeting minutes with action plans, track touchpoints and interactions, and centralize information to ensure a holistic view of each client relationship. Organize and maintain the OOOHUB database for your accounts and all other accounts by collaborating with BDMs, SDRs, POs, AMs, etc. to gather PRDs, meeting notes, contracts (start, expiration, renewal), payment dates, and other relevant details/documentation.
3. Process Proficient: Uphold established account management processes and procedures, ensuring efficient and compliant client interactions.
4. Internal Collaborator/Communicator: Provide weekly account status reports highlighting key updates, milestones, and upcoming events relevant to each account. Keep Leads/BOD coordinated in terms of accounts (be aware of release schedules, demos, etc. make others aware of key account milestones, roll outs, major trainings, etc.

1. Client Requirement Liaison: Act as the primary point of contact between clients and the in-house team. Ensure clear communication of client expectations, training goals, and desired outcomes.
2. Training Project Coordinator: Track and monitor the progress of corporate training projects, ensuring deadlines are met and deliverables align with client needs and timeframes.
3. Timeline Management: Maintain project timelines, ensuring timely delivery by coordinating between client requests and internal team resources.
4. Client Training Updates and Reporting: Provide regular updates to clients on the progress of their projects. Present reports on completed milestones, potential risks, and any upcoming tasks or deadlines to higher management.

1. Contract Payments Collected On Time
2. Net Revenue Retention of 110%+
3. Upselling & Cross-selling
4. Client NPS above 40

Requirements

• A bachelor's degree in a relevant field, such as business, marketing, education, or technology.
• Open for Vietnamese native speakers and expats from English-speaking countries
• You have excellent English communication and interpersonal skills are essential.
• You have a minimum of 3-10 years of account management experience with large enterprises, preferably in B2B enterprise SAAS, and demonstrate a proven track record of success in account management.
• You have the ability to upsell or cross-sell additional services and negotiate contracts with clients to maximize revenue.
• You have an understanding of SaaS principles, cloud-based solutions, and the ability to explain technical concepts to non-technical clients.
• You have effective project management skills to ensure that implementations and client onboarding processes are smooth and successful.
• You possess a strong commitment to customer satisfaction and the ability to empathize with clients' needs and challenges. 
• You possess strong organizational and time management abilities, and the capacity to work independently and as part of a team.
• You are proficient in using SaaS platforms, CRM tools, and other software relevant to the role. It a plus if you have experience using LMS’, CMS’, Learning Apps, and learning platforms