As an Account Manager at Hireframe, you will be responsible for customer success activities including project implementations, adoption, support, advocacy, and retention as well as outcomes such as renewals and up-sells. 

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Primary responsibility will be account management including relationship management, up-sell/cross-sell, customer renewals, and expansions. You will be individually responsible for small and medium-sized accounts and work in tandem with other members of the team on customer accounts.

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This is a remote, work-from-home role.

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Key Responsibilities

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Customer Relationship Management:

• Build and maintain strong, long-lasting relationships within your book of business, with the goal to be the staffing vendor of choice.
• Implement strategies to strengthen customer relationships, retain customers and uncover new staffing opportunities by driving lifetime value. When our customers succeed, you succeed!
• Serve as the main point of contact for customer inquiries, issues, and feedback.
• Conduct regular check-ins to assess customer satisfaction and identify opportunities for improvement and growth.

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Needs Assessment and Solution Delivery:

• Collaborate with customers to understand their staffing needs and challenges.
• Be an expert in keeping both internal and customer teams on task by proactively managing timelines and communications for the best customer experience.
• Frequently think of new opportunities for Hireframe to make our service and our customer experience better.

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Account Growth and Retention:

• Drive new business growth through greater customer advocacy. Partner with our sales team to expand revenue through cross-selling and up-selling.
• Provide insights and recommendations to customers on optimizing their workforce strategies.
• Forecast and track key account metrics (e.g. retention, and monthly forecasts).
• Prepare reports on account status and provide regular updates to internal stakeholders.

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Issue Resolution:

• Address and resolve customer concerns or issues promptly and effectively becoming a trusted staffing advisor.
• Collaborate with internal teams to find solutions to customer challenges.
• Proactively communicate with customers to keep them informed of resolution progress.

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Customer Training and Onboarding:

• Facilitate customer onboarding processes to ensure a smooth kickoff.
• Drive value of our services throughout all phases of the customer journey.
• Provide training and support to customers in utilizing our services effectively.

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Skills & Experience

• Amazing project management skills and attention to detail
• Excellent written & oral communication skills (email, phone, in-person)
• Be a doer. You’re driven and get excited about perfecting your relationships and work
• Experience at startups or all-hands-on-deck environments
• Strong empathy for customers and passion for revenue and growth
• Relationship management and interpersonal skills
• Proven ability to take initiative, think critically, and have strong decision-making skills
• Persuasion and problem-solving skills
• Excellent time management skills
• Teamwork in a fully remote environment
• 2+ years experience in Client/Customer Success or customer-facing role