Account Manager

Department: Revenue

Employment Type: Full Time

Location: Remote US

Reporting To: Ryan Rothe

Description

ABOUT USRep Data consists of experienced industry veterans looking to revolutionize the survey data and sampling process. Our clients include the world’s top management consultancies, market research agencies, and brands. Our mission is to make our clients’ research process easier and to be a reliable, repeatable data collection partner—for life! If you are passionate about delighting clients and simplifying the inherent complexities of data collection, we want to hear from you!
WHAT YOU WILL DORep Data Account Managers are critical in ensuring high client satisfaction as they adopt and scale with Rep Data’s software product(s). The Sales Account Manager will maintain a high renewal rate of 90%, increase contract values with our existing customers, lead an engaging quarterly business review process, and serve as a technical resource for implementations and pre-sales discussions. This role requires a strategic thinker with excellent communication skills and a deep understanding of the market research industry.  This is an individual contributor role reporting to the CRO.

Key Responsibilities

Client Retention and Renewal:

• Achieve and maintain a customer renewal rate of 90%.
• Develop and execute strategies to ensure customer satisfaction and loyalty.

Quarterly Business Reviews (QBRs):

• Lead QBRs with key clients to review their usage, performance, and satisfaction.
• Provide insights and recommendations to enhance their experience and value from our platform.

Upselling and Contract Expansion:

• Identify opportunities to increase contract amounts with existing customers.
• Present new features and enhancements to clients to drive additional value.

Technical Resource:

• Serve as a technical expert during the implementation process.
• Assist in pre-sales discussions to address technical queries and demonstrate platform capabilities.

Customer Support and Training:

• Provide ongoing support and training to customers to ensure they are maximizing the platform’s potential.
• Address and resolve any issues or concerns promptly.

Collaboration and Communication:

• Work closely with the customer success and product teams to align on customer needs and feedback.
• Communicate effectively with stakeholders at all levels, both internally and externally.
• Work closely with our Sales, Customer Support, and Product Management teams to build relationships with your customers, help them with issues, and continually delight them with a positive, customer-centric attitude.
• Drive rapid platform utilization by effectively onboarding new clients through delivery and training services, self-serve content, and hands-on product support.
• Conduct pre-sales demos as needed, manage pilot cycles, and onboard new clients, while partnering with Sales account managers to understand clients’ businesses and how Rep Data’s products add value.
• Partner with your clients and internal resources to proactively identify and resolve client pain points that put client loyalty and retention at risk.
• Serve as a liaison between Rep Data’s software clients and our Product Management team by regularly sharing client feedback and priorities.

Skills, Knowledge and Expertise

• Experience selling market research projects, including online sample
• Experience as a project manager and fielding online sample for studies (via online panels, or DIY tools) a plus
• Ability to convey enthusiasm for solving customer issues, conveying product-related knowledge and expertise
• Proven track record of maintaining high customer retention and increasing contract values.
• Verifiable history of consistently hitting and exceeding quarterly and annual revenue targets.
• Strong technical aptitude and experience with SaaS platforms.
• Previous experience leading quarterly business reviews.
• Familiarity with CRM software such as Salesforce, LinkedIn Sales Navigator, Apollo.io, HubSpot

Benefits

• Competitive base salary, plus opportunity for quarterly bonus program based on company and individual performance
• Employer-provided medical stipend
• Self managed time off program
• Birthday day off program
• SA holidays observed
• Parental leave
• Company-provided retirement and life cover contribution (planned for spring 2024)
• Company-prov