Manage customer accounts to drive retention, expansion, and upsell growth. Build strategic account plans, conduct consultative discovery and product demonstrations, maintain executive relationships, resolve escalations, and partner with sales, customer success, product, implementation, and support teams. The role requires understanding financial and accounting software, particularly NetSuite ERP, and communicating product value, ROI, and strategic benefits to clients.
Position Summary
As an Account Manager (or the Customer Whisperer), you’ll be at the heart of driving customer growth and retention. Your role centers on identifying upsell opportunities, enhancing customer retention, and ensuring exceptional experiences for our clients through strategic collaboration and proactive engagement.
Primary Job Responsibilities:
Driving Growth and Retention:
- Identify and capitalize on upsell opportunities within our customer base by leveraging deep customer insights and understanding of industry trends.
- Partner with new business sales, pre-sales, implementation, and product teams to craft and execute comprehensive account plans that align with client’s strategic objectives and drive long-term value.
Consultative Selling:
- Conduct in-depth consultative discovery calls to understand customer pain points, business challenges, and strategic objectives.
- Customize product demonstrations to illustrate how Netgain solutions address specific client needs and deliver tangible business outcomes.
Customer Engagement and Advocacy:
- Build and nurture strong, trust-based relationships with key stakeholders across client organizations.
- Serve as the primary point of contact for customer inquiries and facilitate internal ownership by bringing issues and escalations to the correct roles, ensuring prompt resolution and high levels of customer satisfaction.
- Jointly with CSM, conduct regular business reviews and collaborate with customers to uncover opportunities for expanded product adoption and optimization.
Cross-Functional Collaboration:
- Collaborate seamlessly with internal teams, including sales, marketing, product management, and support, to deliver a cohesive customer experience.
- Provide feedback from customers to internal teams to drive product enhancements and service improvements aligned with customer needs and market demands.
Sales and Technical Acumen and Expertise:
- Demonstrate proficiency in understanding ERP environments, particularly NetSuite, to effectively position Netgain solutions within client systems.
- Utilize a high-quality, value-based selling approach to articulate the strategic benefits and ROI of Netgain products to key stakeholders.
Skills & Qualifications:
- Bachelor’s degree in Business Administration, Marketing, or a related field; advanced degree preferred.
- Proven track record of success in account management, exceeding sales targets, and driving customer satisfaction.
- Deep understanding of financial or accounting software solutions; familiarity with NetSuite ERP is a plus.
- Strong analytical skills with the ability to interpret data and trends to develop actionable insights.
- Excellent communication, negotiation, and presentation skills with a focus on building enduring client relationships.
- Demonstrated ability to thrive in a fast-paced, dynamic environment and collaborate effectively across teams.
- Results-driven mindset with a commitment to delivering exceptional customer service and achieving business objectives.
About Netgain:
Netgain is a US based, high-growth company of CPAs who have lived and breathed finance & accounting processes throughout our careers. We’re a mission-driven company, having established Netgain to create embedded SAAS ERP apps that delight and help accountants streamline their systems, so they can intelligently manage business challenges and meet accounting & compliance requirements.
We pride ourselves in offering:
- Strong professionals around you that will help to accelerate your growth
- Personalized success planning and cross-functional opportunities
- Continuous career development, actively encouraging and celebrating internal promotions
- Generous benefits including medical, dental, vision, 401K and PTO
- Hybrid schedule
This role supports a collaborative working environment with a combination of in-person and virtual engagement with team and clients.
Compensation: Starting from $80,000 base/$160,000 OTE
We are proud to be an equal opportunity workplace and an affirmative action employer. As such, individuals are recruited, hired, assigned and promoted without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, protected veteran status, or any other protected characteristic.
Netgain Englewood, Colorado, USA Office
Englewood, CO, United States
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