Senior Account Representative

Vista Equity Partners Management, LLC; Canada; Remote; CAD 70,000 - 100,000; Full time

Job summary

A leading company in the SaaS industry seeks a Senior Account Representative to manage and grow existing SMB accounts. The successful candidate will drive retention and identify growth opportunities, leveraging data analytics and collaborating cross-functionally to deliver exceptional client outcomes. Ideal for those with a background in sales and customer success, this role promises to challenge and reward individuals ready to make an impact in a fast-paced environment.

Qualifications

• 2-5 years experience in customer experience, sales, or revenue generation in a SaaS company.
• Exceptional attention to detail and highly organized.
• Strong analytical mind with excellent quantitative skills.

Responsibilities

• Oversee 100-130 SMB accounts, focusing on retention and growth.
• Act as a trusted advisor and solution provider, identifying client needs.
• Lead resolution of complex client issues and drive improvement.

Skills

Attention to Detail

Analytical Skills

Communication Skills

Revenue Acumen

Collaboration

Proactive Problem Solving

Job description

As a Senior Account Representative, you'll be a high-level partner and trusted advisor to 100-130 existing customers, primarily within the Small to Medium Business (SMB) segment. Your main goal is to deliver exceptional value, ensuring customer retention and proactively identifying and unlocking growth opportunities. This includes owning these growth opportunities throughout the entire sales cycle, from the initial discovery of a need to the successful close. You'll drive scalable solutions to consistently exceed retention and growth targets, all while navigating a fast-paced, dynamic environment.

The awesome stuff you’ll do in this role:

Strategic Account Management: Oversee a book of 100-120 SMB accounts, focusing on driving retention and identifying significant growth opportunities.

Trusted Advisor & Solution Provider: Act as a strategic partner, deeply understanding client needs and future goals, and proactively suggesting innovative solutions.

Data-Driven Growth: Leverage advanced data analytics to pinpoint growth opportunities for both WorkTango and your clients, offering actionable, data-driven recommendations to boost product usage and client outcomes.

End-to-End Growth Ownership: Beyond just identifying opportunities, you will take full ownership of the growth sales cycle, from initial discovery and qualification through to negotiation and successful close, ensuring these opportunities are fully realized. This includes proactively driving renewal targets and identifying cross-sell potential.

Problem Solver & Escalation Expert: Lead the resolution of complex issues and challenges, often driving process improvements or product adjustments to meet client demands. You'll confidently navigate difficult conversations and customer escalations, collaborating cross-functionally to find sound resolutions.

Program & Project Leadership: Independently manage large, complex customer programs, overseeing multiple phases and ensuring the timely delivery of all components.

Financial & Performance Forecasting: Accurately forecast business metrics related to account retention and growth, reporting quarterly on progress towards business goals and recommending program enhancements.

Cross-Functional Collaboration: Partner effectively with HR business leaders, HR Admins, the Program Admin team, and other internal stakeholders to achieve shared aims and deliver actionable insights for customers and the business.

Product Expert & Educator: Develop a solid understanding of all key product features, their functions, and how they solve client challenges. You'll customize product configurations to meet client needs and confidently educate clients on advanced features.

Relationship Builder: Maintain strong relationships with key client stakeholders and internal teams, acting as the main point of contact for your programs and fostering collaboration across departments.

Growth Driver: Develop and execute account growth strategies in collaboration with Go-to-Market teams, articulating customer ROI and business impact when recommending expanded solutions. You'll also coach peers on how to genuinely position value and growth opportunities.

What you’ll need to be successful in this role:

2-5 years of experience in customer experience, sales, or driving revenue at a SaaS company.

Exceptional Attention to Detail: Highly organized with an unwavering focus on the quality of your work.

Strong Analytical Mind: Excellent quantitative and analytical skills to identify trends and opportunities.

Outstanding Communication: Superior oral and written communication skills to articulate value and navigate complex conversations.

Proven Revenue Acumen: Demonstrated success in achieving revenue deliverables, including retention forecasting, quota attainment, new bookings attainment, pipeline growth and management, and achieving neutral or positive net bookings on your portfolio of accounts.

Adaptability & Resilience: Thrives in fast-paced, changing environments and is comfortable handling team escalations.

Collaboration: A natural collaborator who works effectively with internal stakeholders to achieve team targets.

Proactive & Solutions-Oriented: Ability to anticipate market shifts and client challenges, proactively addressing customer issues to optimize retention and growth.