Senior Account Manager

Job description

😎 Our Culture

Quantum Metric’s number one objective is happy people, diverse and inclusive culture.  We’re passionate about empowering our people to become the best version of themselves, offering coaching and training programs designed to accelerate their career in whatever direction they choose.

As a remote-first company, we understand the importance of building an engaged, diverse, and fun place to work. We hold regular company-wide events, seasonal challenges, and Quantum Metric sponsored local outings when Zoom becomes too much. We also have a number of Employee Resource Groups that provide spaces to discuss, share, and reflect on topics that impact us both inside and outside of work - from being new to SaaS or navigating it as a first-time parent, to overcoming the barriers faced as Black, Hispanic, Asian American and Native Hawaiian/Pacific Islander, LGBTQIA or other underrepresented backgrounds.

We are also passionate about the connections we build with our customers. You’ll not only work with some of the world’s most recognized brands, but build lasting relationships.

At Quantum Metric we value all types of experience and education and don’t expect you to meet every qualification for this position. We are most interested in the unique perspective you can bring and your ability to uphold our values of passion, persistence, and integrity.

🚀 About the role

Become a key leader within our Customer Success organization as a Senior Account Manager. You will play a pivotal role in fostering deep, strategic partnerships with our key enterprise clients, ensuring their retention, continued success and driving significant account growth and expansion.

Working closely with Customer Success Managers and collaborating with our Sales, Product, and Marketing teams, you will be instrumental in identifying and capitalizing on opportunities to expand our most valuable customer relationships. Your ability to understand complex business challenges, articulate the strategic value of our solutions, and build strong executive-level relationships will be critical in driving customer advocacy and providing invaluable insights to our internal teams.

🔧 Responsibilities

• Lead Strategic Customer Partnerships: Serve as the primary point of contact for key enterprise accounts, building and nurturing strong, executive-level relationships based on trust and mutual success.
• Drive Strategic Growth Initiatives: Collaborate closely with Sales leadership to identify, develop, and execute strategic account plans focused on significant expansion opportunities and increasing customer lifetime value.
• Manage and Exceed Growth Targets: Take ownership of account renewal and expansion goals, providing accurate forecasting and developing proactive strategies to consistently exceed targets. Successfully negotiates contracts and renewals driving renewal growth and retention.
• Develop and Implement Account Plans: Create and execute comprehensive account plans in collaboration with the broader Customer Success and Sales team, ensuring clients achieve their critical business outcomes and realize the full value of our solutions.
• Conduct Executive-Level Strategic Reviews: Lead regular Quarterly Business Reviews (QBRs) with executive and C-suite client stakeholders, demonstrating the strategic alignment and impact of our solutions on their overarching organizational objectives.
• Maintain Internal Visibility: Regularly update our internal systems with accurate and insightful information regarding account health, renewal status, and growth opportunities, providing clear visibility for executive leadership and cross-functional teams. Regularly engage with the internal Executive Team on risk, opportunities and key initiatives.
• Champion Strategic Customer Advocacy: Proactively identify and cultivate opportunities for customer advocacy, including executive-level case studies, speaking engagements, and webinar participation.
• Drive Customer-Led Growth: Educate executive stakeholders on the value of new features, advanced use cases, and enterprise-level integrations, ensuring they maximize the benefits of our evolving platform.

💡 Requirements

• Educational Foundation: Bachelor’s degree in Business Administration, Management, or a related field
• Strong Project & Workflow Management Skills: Proven ability to develop and execute strategic plans, manage complex projects with executive oversight, maintain excellent organization, and demonstrate a high level of strategic thinking and attention to detail.
• Executive Communication and Presentation Abilities: Strong verbal, written, and presentation skills with the ability to articulate strategic value propositions and influence executive-level stakeholders.
• Extensive Experience in Enterprise Account Management: 7+ years of progressive experience successfully managing and growing relationships with large, complex enterprise clients at the strategic level.
• Solutions-Focused and Collaborative Approach: Demonstrated ability to take a proactive, solutions-oriented, and collaborative approach to addressing complex issues both internally and externally.
• Growth-Oriented and Coachable: Eagerness to learn and be coached, with a proactive approach to sharing both successes and learnings with peers to foster collective growth.
• Demonstrable Executive Communication and Influence: Proven ability to communicate effectively, present confidently, and influence key stakeholders at all levels within an organization, including executive and C-suite leaders.
• Proficient in multitasking: Demonstrated ability to manage multiple account initiatives simultaneously while maintaining a high degree of accuracy and attention to detail.
• Consistent Track Record of Exceeding Growth Targets: Proven history of consistently meeting and exceeding individual customer retention and expansion goals.
• Travel Agility: Ability to travel as needed (approximately 20-30% of the time, or two to three times per month) for client engagements and executive-level industry events as needed.
• Compensation: $100k-125k base with $30k-40k variable

🏆 Perks and Benefits

This will be the best group that you ever work with! We support one another through obstacles and succeed as a team. Your hard work will be well rewarded. Most importantly, you’ll be strapped to a technology rocket ship bound for greatness! Your success at Quantum Metric will be a milestone in your career.

Group benefits

Medical, Dental, Vision Insurance (99% Medical base plan paid by the Company)

FSA, DCFSA, and HSA accounts

Employee Assistance Programs (EAP)

Telehealth options

Voluntary Life & AD&D, STD, LTD, Critical Illness and Accident

Healthy Rewards – Discount Programs

Discounts on Pet Insurance

401k (with employer match) and Options / Equity

13 company holidays

Unlimited Paid Time Off

Sick leave

Parental/Adoption Leave

In addition to our more traditional benefits, we also offer great perks, a flexible work environment, and numerous resources for professional development and team building.

Promotional opportunities

Rewards and recognition programs

Robust onboarding and training program

One-time stipend for work-at-home employees

Monthly business expense stipend

Flexible work environments

Employee Discount Program (Perks at Work)

Employee Referral Program

Lead Referral Program

MacBook and awesome swag delivered to your door

Encouraging and collaborative culture

RECHARGE PROGRAM (after 3 years, disconnect for 3 weeks, no email/slack)

🐉 About Quantum Metric

As the leader in Continuous Product Design, Quantum Metric helps organizations put customers at the heart of everything they do. The Quantum Metric platform provides a structured approach to understanding the digital customer journey, enabling organizations to recognize customer needs, quantify the financial impact and prioritize based on the impact to the customer and business’ bottom line.

Today, Quantum Metric captures insights from 40 percent of the world’s internet users, supporting nationally recognized brands in ecommerce and retail, travel, financial services and telecommunications. Our customer retention rate is 98%.

Quantum Metric has been named to the Inc 5000 and the Deloitte 500 for the last five-consecutive years, and has made the Best Places to Work lists by Glassdoor, BuiltIn, Fast Company and Forbes.

If the above role seems like a match and you’re interested in joining a team of people with exceptional potential from diverse backgrounds, perspectives, and life experiences, we want to hear from you!

The job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Quantum Metric reserves the right to change, edit, and add duties and responsibilities of all job descriptions at any time, at its sole discretion, and to notify the respective employee accordingly.

Quantum Metric will only provide offers of employment and all communications regarding employment from an official @quantummetric.com email address and/or LinkedIn inMail. Quantum does not recruit via channels such as WhatsApp or Telegram, and will not ask for a candidate’s sensitive information and/or any upfront fees/costs during the job application process. Quantum asks that any candidates report any suspicious recruitment efforts to [email protected].

Quantum Metric is an E-Verify employer: https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster_ES.pdf

Applicant Privacy Policy:  https://www.quantummetric.com/legal/applicant-privacy-policy/

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