Account Manager, Freshpaint

• Over 4 years of experience in customer-facing roles within enterprise software or SaaS, demonstrating expertise in management consulting, account management, or customer success management
• Proven success in leading customer engagements, fostering B2B/B2C relationships, resulting in increased adoption, customer satisfaction, and contract value growth on both upsells and renewals
• Proficient in aligning technical concepts and features with required capabilities, effectively presenting to diverse stakeholders and engaging with senior executives on technical and business topics
• Strong operational discipline with an analytical, process-oriented mindset, employing data-based decision-making and resourceful problem-solving skills to provide optimal solutions
• Exceptional oral and written communication skills, with the ability to work cross-functionally
• Facilitate business reviews, and develop and deliver presentations to end users and C-Level executives
• Demonstrated ability to excel in a collaborative, geographically dispersed team environment while also working independently with minimal supervision, managing multiple tasks and requests with outstanding organizational and project management skills

Desirable

• Our success is defined by the success of our customers – we’re looking to add to our Customer Success team to help our customers successfully take a privacy first approach to healthcare marketing
• The Customer Success team at Freshpaint empowers our customers to deliver on their goals, while prioritizing privacy and data quality. We ensure repeated value that unlocks growth for our customers through our focus on delivery excellence, industry expertise, efficiency, and dedication to customer outcomes
• Our Commercial Account Managers (AMs) own the full lifecycle relationship with our MidMarket customers, helping them navigate the data privacy world and Freshpaint’s offerings
• Commercial AMs support our customers on their data privacy journeys by ensuring customers realize value and have a path to a successful renewal
• This role will include managing a high volume of customers, focusing heavily on scaled CS motions, and will need to effectively manage risk across their book of business to drive best-in-class GRR and NRR
• Manage 60-70 accounts using scaled customer success motions
• Retain and grow the revenue for existing Freshpaint customers, owning the net retention rate of your customer base
• Proactively identify & mitigate risk across your customer base
• Own product adoption metrics, value plan, and relationship plan for your customers
• Ensure all communication and activities with assigned customers are documented in CRM (Hubspot)
• Use Freshpaint effectively to measure customer product KPIs and run adoption analyses for customers
• Continuously measure and communicate key metrics to peers and leadership
• Support customers coming out of implementation and launch validation, and assist with accelerating breadth of adoption and positive business outcomes for the customer and Freshpaint
• Standardize AM customer engagement and measure its impact at each stage of the customer lifecycle
• Conduct quarterly business reviews to document success to date, review adoption and usage metrics, align on executive priorities, provide adoption and usage recommendations & review Freshpaint product roadmap
• Enroll customers in new beta programs and ensure customer feedback informs our product roadmap
• Ensure satisfactory resolution of Freshpaint related technical issues, including coordination of cross-departmental Freshpaint resources (e.g. Support, Customer Success engineering)
• Own the renewal and expansion commercial processes
• Work with 60+ customers to develop a success plan that outlines how Freshpaint adoption will address their required capabilities needed to achieve positive business outcomes both immediately and in the future
• Drive adoption through innovation, product demonstration and customer alignment
• Recommend solutions to changing client requirements and emergent problems by carefully identifying and assessing all risks and benefits of possible approaches
• Measure, communicate and demonstrate ROI to your customers using scaled outreach techniques
• Have complete context on our product and become an expert in the larger healthcare data privacy space
• Educate our customers on the value and associated positive business outcomes of the healthcare data privacy platform
• Communicate technical concepts clearly. Convey sound data principles to a wide variety of audiences: marketers, product managers, data scientists, engineers, and VP/C-level executives
• Serve as the customer’s advocate to other Freshpaint resources in Product, Support, Engineering, Marketing, & Partnerships
• Serve as the voice of the customer internally at Freshpaint by providing customer feedback to the product team, creating customer case studies with marketing, facilitating referrals for technical or services partnerships, or coordinating customer referrals for sales
• Ensure executive sponsors are coordinated with key account activities to drive key adoption and retention metrics