Manager, West Coast Account Management, Middle Market

At PitchBook, we are always looking forward. We continue to innovate, evolve and invest in ourselves to bring out the best in everyone. We’re deeply collaborative and thrive on the excitement, energy and fun that reverberates throughout the company. 

Our extensive mentorship, education and training programs help us create a culture of curiosity that pushes us to always find new solutions and better ways of doing things. The combination of a rapidly evolving industry and our high ambitions means there’s going to be some ambiguity along the way, but we excel when we challenge ourselves. We’re willing to take risks, fail fast and do it all over again in the pursuit of excellence.

If you have a good attitude and are willing to roll up your sleeves to get things done, PitchBook is the place for you. 

About the Role:

"Customers are King!" Each and every day the Customer Success Team works to ensure that our clients are maximizing the value they receive from PitchBook. Onboarding, training, support, business development and renewals are handled by the Customer Success team. Customer Success does whatever it takes to ensure our customers achieve their goals and continue to grow their engagement with the PitchBook Platform.

Manager of Account Management, Middle Market manages a growing team of Account Managers. They are responsible for retention and growth of a large book of business managed by their team. Ultimately, the Manager of Account Management, Middle Market is responsible for building a high-preforming account management team with an emphasis on ongoing professional development. 

Primary Job Responsibilities:

• Manage a team of Account Managers from the middle market business to achieve account retention and growth goals, measured on a quarterly basis
• Identify and drive key objectives and results focused on bookings and retention for the team
• Serve as a point of escalation for critical client questions and coordinate with direct reports to resolve all client issues
• Collaborate with teams of Account Managers and Customer Success Managers to strategize on retention and client growth
• Leverage a suite of tools including Salesforce to monitor workflow, client engagement, renewal rate and upgrade forecasts
• Ensure team is adhering to standard operating procedures and fulfilling role expectations
• Regularly review Highspot to ensure you and your team are providing the most relevant product information
• Review talk metrics via Gong recordings to coach employees on client calls, review areas for improvement and assist in new hire training
• Pull weekly forecast reports in Salesforce to track team progress and update the senior leadership team
• Design and deliver ongoing team trainings on PitchBook’s offerings to ensure Account Managers are well-equipped to serve our clients
• Ensure all new team members are successfully onboarded and collaborate with Team Leads as needed
• Maintain a regular cadence of one-on-ones with each team member to recap performance, identify improvement opportunities and support career development
• Drive sales within current client accounts by identifying areas of opportunity enabling Account Managers to meet and exceed sales quotas
• Participate in Account Management Leadership meetings, contributing team learnings like customer feedback, trends on churn and negation tactics
• Conduct monthly meetings to update team on best practices, performance metrics and continuing expectations
• Continually evaluate the opportunity for process improvements and implement best practices
• Support the vision and values of the company through role modeling and encouraging desired behaviors
• Participate in various company initiatives and projects as requested

Skills and Qualifications:

• Bachelor’s degree or equivalent experience
• 5+ years of experience in an Account Management or Sales role
• 2+ years of professional management or team lead experience
• Recruiting and team development experience
• Proficient with Salesforce or similar CRM preferred
• Have excellent verbal and written communication skills with a keen eye for detail
• Enjoys relationship building; comfortable to engage a diverse array of clients to learn their business needs and provide value
• Exemplary presentation skills
• Knowledge of the Microsoft Office suite including Outlook, Word and Excel
• Has an appreciation for the private equity / venture capital marketplace and the ability to learn and demonstrate how clients can benefit from engaging with new product features and new data
• Curious, able and interested to learn about client needs
• Organized with terrific priorit