Account Manager

This role is responsible for owning and growing an assigned installed customer base by driving expansion annual recurring revenue (ARR) and durable net revenue retention (NRR) within lower-complexity, higher-volume accounts. This role maximizes customer lifetime value through structured expansion selling, renewal leadership, and disciplined commercial execution, while leveraging digital and workflow-enabled engagement models rather than traditional high-touch service ownership. 

• →Own and deliver expansion ARR and renewal outcomes within assigned accounts.
• →Identify, qualify, and close upsell and cross-sell opportunities aligned to customer value and portfolio fit.
• →Lead renewal strategy and execution, ensuring retention and appropriate pricing discipline.
• →Manage a high-volume install base using structured outreach, automation tools, and defined engagement cadences.
• →Execute shorter sales cycles across transactional to moderate complexity opportunities.
• →Build account plans focused on wallet-share growth and product adoption.
• →Maintain accurate forecasting and CRM documentation for expansion and renewal pipeline.
• →Coordinate cross-functional engagement with CX, Product, and Solutions teams while retaining commercial ownership.
• →Transition accounts requiring higher complexity handling to appropriate segment leaders when applicable.
• →Perform other duties and responsibilities as required to support business needs.

Extensive knowledge and application of principles, theories and concepts.

Complete knowledge of all job functions and the broad industry best practices, techniques and standards.

Develops solutions to complex problems where analysis of situations and/or data requires in-depth evaluation of variables.

Determine the best approach to achieve results and provide suggestions to improve policies and procedures.

Work is performed independently and requires the exercise of judgment and discretion.

Exercises considerable latitude in determining objectives and approaches to assignments.

Work may be reviewed at a high level.

May represent the organization as primary contact on assignments and/or projects.

Interacts with senior professionals and management and frequently coordinates work between departments or organizations.

Actions may impact on the organization. Failure to accomplish work will result in the inability to reach crucial organizational goals. Erroneous decisions may have a prolonged effect resulting in the expenditure of substantial resources. 

• Typical experience: 5+ years in related role or experience.
• Actual experience may vary depending on role complexity, geography, and internal development opportunities or a comparable mix of training, education, and experience.
• Experience in account management, commercial growth, or expansion-focused sales roles.
• Demonstrated ability to manage recurring revenue relationships.
• Strong discovery and value articulation skills.
•  Experience using CRM systems and structured sales methodologies.

Preferred Qualifications Education: University degree preferred. Experience managing high-volume account portfolios. Experience in subscription-based or recurring revenue environments. Familiarity with renewal and expansion sales frameworks.