Account Manager, SMB

The SMB Account Manager supports childcare organizations from post-acquisition through successful on-boarding/installation. Point-of-Contact for all needs post-close, including the successful outcome of new customer software installation, ensuring awareness of Procare Software’s Support offerings and additional services. The Account Manager provides excellent customer service to current and prospective customers.

Essential Functions

• Establish and manage an advisory relationship with the existing customer to address their concerns and sell additional products and services to meet their operational needs
• Review product and service performance with customers to ensure satisfaction
• Conduct customer training to optimize the utilization and effectiveness of the products and services they buy, educating them on the cost effectiveness of the products and services
• Achieve established sales goals by reaching out to existing clients for additional sales opportunities
• Achieve established performance and sales expectations. Own overall relationship with assigned SMB clients, including: New sales, increasing adoption, ensuring retention and satisfaction
• Establish a trusted/strategic advisor relationship with each client and key personnel and drive continued value of our products and services
• Ensure ongoing training and awareness of Procare feature/functionality
• Develop, prepare, and nurture the customer for advocacy
• Work with clients to establish critical goals, or other KPI’s and aid the customer in achieving those goals
• Advocate customer needs/issues cross-departmentally, manage and resolve disputes
• Liaising with internal departments and key client personnel to ensure needs are fulfilled effectively – Primary point of contact for Support, Billing, Product
• Conduct business reviews with clients to ensure satisfaction with products and services
• Participate in client meetings to build relationships with existing accounts
• Escalating and resolving areas of concern raised by clients
• Facilitate client satisfaction surveys and reviews
• Proactive outreach to existing Enterprise clients for additional sales opportunities
• Update CRM/BAM with all activity/opportunity/correspondence
• Quarterly review of key personnel and executive’s staff to ensure changes/additions are known
• Achieve client relationship targets and KPI’s
• Frequency – Monthly phone call check-in to key personnel at a minimum with additional touches/correspondence as needed for projects/etc

Requirements

Required Competencies

• Proven work experience as an Account Manager, Key Account Manager, Sales Account Manager, Junior Account Manager or relevant customer facing role
• Excellent verbal and written communication skills
• Excellent organizational skills and attention to detail
• Strong analytical and problem-solving skills
• Proficient with Microsoft Office Suite or related software

Preferred Education and Experience

• College degree preferred or equivalent work experience
• Minimum 3 years in an account management role that includes maintaining the customer relationship while meeting sales quotas
• Self-motivated, enthusiastic, and positive personality required

Physical Requirements

• Must be able to communicate verbally and in writing with customers and other employees
• Must be able to sit or stand for a prolonged period
• Position requires the ability to operate a computer, keyboard, mouse, headset/microphone, and other office productivity machinery

Benefits

Procare provides a comprehensive benefits package for all full-time employees. We offer several medical, dental, and visions plans and tiers, giving you the freedom to select the benefits that are right for you. We offer medical, dependent care, and transportation/parking flex spending accounts, and contribute to employee health savings accounts. We provide life insurance and short and long term disability for all employees, and our competitive time off policy includes vacation, sick, and personal days. Employees in Denver are eligible to receive an RTD EcoPass. Our learning and development program offers all employees an opportunity to grow their skills and careers.

Salary

$55,000-$65,000 DOE

Location

This position will be based in our downtown Denver office.

We are currently in a flexible hybrid in-office/remote working model based on local COVID-19 health regulations and business needs. While we are mainly working remotely now, this will eventually be an in-office position and candidates must be willing and able to (eventually) work from our downtown Denver office.

ABOUT PROCARE

Procare Solutions is the largest and leading provider of childcare management and parent engagement software, integrated payment processing, technology, and services. The company supports over 30,000 preschools, daycare centers, after-school programs, camps, and related facilities with a broad product suite that serves the complex and unique demands of the childcare market. We help childcare centers focus their time on the children and families, not the back office administrative duties. In addition to Procare Desktop and Online, the Procare family of brands includes Tuition Express, KidReports, DayCare Works, and SchoolCare works