Manager, Account Management

Based in Washington, D.C., Quorum is a fast-growing software company and is the leading provider of workflow software and information services for government affairs professionals across the corporations, non-profits, associations, and governmental end-markets. Quorum allows users to manage stakeholder engagement, launch grassroots advocacy campaigns, and track legislative activity at all levels of government, including federal, state and local. 

Quorum provides mission-critical solutions to public affairs professionals for their work in Congress, all 50 state legislatures, major U.S. cities, the European Union, and 30+ countries around the globe. Quorum serves over 2,000 customers globally including over 50% of the Fortune 100, and has over 350 team members across the globe. 

As a Manager of Account Management, you will be responsible for leading, managing and coaching an existing team of Account Managers within our Account Management department; our AM department is tasked with driving KPIs focused on boosting customer adoption, sentiment, retention, and expansion throughout the post-sale customer journey. In this integral leadership position, you will lead a high-performing team, own key functional initiatives, drive KPI & outcomes achievement across a portfolio of mostly Mid-Market customers, and make recommendations to the Vice President of Account Management and fellow AM leaders on improvement opportunities to both the business and the  customer experience.

We’re seeking a leader who understands the characteristics & behavioral trends typical of Mid-Market customers as well as the efficacy of various Customer Success & Account Management tactics with such customers and has the ability to drive business goals and customer outcome achievement for this customer segment. This role offers the opportunity to make a substantial impact to our business, focused in specific areas:

• Retain & Expand Customer Relationships: Retain and expand Annual Recurring Revenue (ARR) in your Account Managers’ assigned customer portfolios. 
• Optimize our Engagement Model: Increase/improve customer adoption, sentiment, and perceived value through scalable engagement tactics; identify and act upon retention risks and expansion opportunities.
• Develop Team Members and Innovative Approach: Develop, coach and grow a team of Account Managers as you identify efficiency/scale opportunities and scalable tactics that deliver impact across customer segments.

Responsibilities

• Hire, onboard, train, manage, and develop a team of Account Managers.
• Guide Account Managers to drive product adoption, customer sentiment, customer engagement, and other measures of customer health, with a focus on data-driven activities and automation across the customer journey.
• Coach Account Managers on the skills needed to align Quorum’s capabilities to customers’ business needs & goals, communicate Quorum’s strategic value to various customer personae, especially customer executives, and engage customers to achieve their measures of value, identify customer risks, develop expansion revenue, and ensure successful renewals.
• Implement repeatable strategies and playbooks designed to drive customer engagement, product adoption, value realization, and customer sentiment to meet team business goals and KPIs.
• Collaborate cross-functionally, especially with other Go-To-Market (GTM) functions, to help ensure a seamless, effective customer journey and efficient, effective internal business operations.
• Translate customer feedback into actionable insights for other cross-functional teams, including Support, Product, Marketing, and Sales.

Required Qualifications

• 2+ years of experience managing teams of Customer Success Managers, Account Managers, or similar functions, or serving in a Team Lead capacity.
• 3+ years of experience as an individual contributor in a Customer Success Manager, Account Manager, or similar customer-facing role within a B2B SaaS business.
• Strong communication skills with the ability to build rapport, articulate concepts clearly & succinctly, generate enthusiasm for ideas, and drive action, both in-person or online.
• Capable of motivating and developing a team, creating buy-in & alignment with organizational goals and objectives, and driving behavior .
• Strong problem-solving skills, capable of addressing challenges quickly and constructively, uncovering root causes, and making informed decisions to drive resolut