Sales Manager, SMB Account Management

Role Overview:

As a Manager, you will thrive in an environment with a high level of ambiguity and change while maintaining a customer-centric approach at scale. You will support and continue to build a data-driven and motivated team whose efforts will drive business growth through expansions in the existing customer base and account retention. You will directly manage SMB AMs, overseeing the overall revenue and retention of your team's portfolio. Your role includes providing 1:1 coaching and performance management, helping to develop processes and insights to grow the team today and influence program design for the future. You will identify and help build ongoing playbooks and influence the tooling AMs need for success. Additionally, you will manage impactful cross-functional projects and initiatives across Product, Engineering, Sales, Customer Success, Onboarding, Marketing, Legal, and Marketing.

Key Responsibilities:

Team Leadership & Development:

• Hire, onboard, and develop a team of engaged and high-performing Account Managers through thoughtful enablement, performance coaching, and career development planning.
• Manage the team's daily activities to drive value-added touchpoints with customers and pipeline generation.

Strategic Execution:

• Implement renewal and expansion forecasting cadence within your team and regularly deliver an accurate forecast summary to leadership.
• Ensure the team has the necessary ongoing enablement in relevant areas, including sales process training, product knowledge, pricing, opportunity management, data quality/accuracy, quoting, and forecasting.

Support & Collaboration:

• Support your direct reports by joining customer meetings, internal account team meetings, and escalating issues as necessary internally.
• Take a lead role in collaborating with internal resources (Deal Strategy, Finance, Customer Success, Sales, etc.) to develop playbooks for common account management and renewal scenarios.
• Develop trusted relationships with Sales and Customer Success Leadership through regular stakeholder engagement and proactive collaboration.

Core Competencies:

• Customer-Centric Mentality: Balance customer needs with business objectives.
• Product Aptitude: Enthusiastically explore product capabilities to drive usage and adoption.
• Revenue Mindset: Proven ability to coach a team that generates pipeline and closes revenue through upsell, cross-sell, and upgrades.
• Cross-Functional Collaboration: Ability to work effectively with internal teams to achieve mutual success.

Qualifications:

• 4+ years of experience in Business Development, Sales, Renewals Management, or Account Management.
• 1+ years of experience managing metrics-driven customer-facing teams within a high-growth technology company.
• Proven track record of leading and coaching a team responsible for driving revenue growth, managing expansions, and increasing product adoption.
• Excellent written and verbal communication skills, with the ability to present to diverse audiences.
• Strong organizational skills, with expertise in prioritization and time management.
• Experience working cross-functionally with product teams to serve as the voice of the customer.
• Ability to navigate ambiguity with perseverance and a positive attitude.