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Account Manager

Account Manager

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. 

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.

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

Key Responsibilities

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.

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.

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.

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.

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.

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