Account Manager (Renewals, Upsells & Expansion)

OnboardIQ Inc.; San Francisco (CA); On-site; USD 90,000 - 130,000; Full time

Job summary

Fountain is a hiring automation platform serving hourly-workforce clients. The Account Manager will expand existing contracts, upsell within enterprise and corporate accounts, and drive renewals 120 days before contract end.

You will coordinate with CS, AE, and other teams, report to Head of Customer Success, and help strategize revenue growth across current customers. You will manage monthly renewals, collaborate with AE/CS for a seamless customer experience, and handle outbound communications

Qualifications

• Minimum 4 years in a business role with renewals or sales experience.
• Strong, assertive approach and drive to meet deadlines.
• Experience tracking sales activities, customer data and status.
• Ability to multi-task across many accounts and manage paperwork.

Responsibilities

• In partnership with CS & Sales, renewals process and project manage improvements.
• Retain and increase subscription revenue in existing accounts.
• Identify longer renewal scenarios and reduce lapsed renewals.
• Manage forecasting process and accuracy.

Skills

Renewals experience

Account management

Forecasting

Negotiation

Communication

Multi-tasking

Proactive/ownership

Results-driven

Independent work

Job description

Account Manager (Renewals, Upsells & Expansion)

Address 625 Market St, San Francisco, CA 94105, USA

Schedule Full time

Description

The Account Manager will be responsible for expanding existing account contracts to larger departments, upselling existing account and driving account renewals 120 days in advance of their contract end date for both enterprise and corporate accounts. They will be executing all renewal back-end work in a timely manner. This requires a high level of coordination with Customer Success Managers (CSM), Account Executives (AE), and other functions that support customers. The successful candidate will report into the Head of Customer Success, with dotted lines to CEO & Sales Leadership.

The team member will be measured by the renewal and upsell / account expansion rates of the whole portfolio and lapsed renewals. Depending on the customer and the AE relationship, this role will include both customer-facing time as well as back-end process management. Additionally, this person will help with overall strategic planning and execution for expanding revenue across the current customer base.

Requirements

What You’ll Do

• In partnership with Customer Success & Sales, build and iterate the renewals process and project manage process improvements
• Retain and increase subscription revenue in existing customer accounts
• Identify and manage lengthier renewal scenarios and reduce lapsed renewal rate
• Ongoing management of forecasting process, and forecasting accuracy
• Verify contracts, negotiate and review terms and conditions
• Create proposals, including renewal rate calculations and contract preparation
• Coordinate with Sales Team on possible cross-sells within existing accounts

Monthly activities

• Manage a portfolio of monthly renewals ensuring customer retention and high dollar over dollar renewal rates
• Partner with Account team (AE, CSM) to provide seamless customer experience
• Manage outbound communication to clients (e-mail and phone) and resolve issues and/or inquiries related to annual subscription contracts in an accurate and timely manner
• Ensure accurate forecasting

Qualifications

• A minimum of 4 years experience in a business role, including handling renewals or sales
• Requires a strong, assertive approach
• Must be motivated, goal oriented, able to work independently and deliver on concrete goals and deadlines to ensure no lapsed renewals
• Experience tracking sales activities, customer data, and customer status
• Ability to multi-task across a high number of accounts at any given time
• High confidence in managing paperwork, contracts, and terms
• Strong oral and written communication skills
• Empowered to drive results
• Requires flexibility, as this role will evolve over time

About Fountain

Fountain is a hiring automation platform for companies employing lots of hourly workers — think delivery companies, retail, call centers, and service marketplaces.

On the surface, we're a b2b software tool. Underneath the hood, we've collected tons of applicants by serving as the back end that processes every single one of our customer's hourly-workforce applicants, and we've started to build algorithms that can predict hire rates and retention of applicants in a service economy that is characterized by unpredictable labor.

We’re hungry and hellbent.

Sure, Fountain is a startup. Yes, we’re a tech company. Our product is a (much-loved) dashboard. But what we build and plan on building fundamentally affects the way people work in the future. We need someone who cares about solving the inefficiencies in the modern workforce. We want someone who is excited by the prospect of breaking the status quo of an old, unchanged industry.

Work is changing - people are switching jobs frequently, many work for multiple companies at once, and more and more millennials are opting to become independent contractors. Fountain is the layer that powers the way these people are hired for new and old companies alike.

We are a young company backed by some of the Valley’s top angels investors and VC firms, moving at a breakneck speed. We have one chance at this enormous opportunity, and we’re leading the charge. We want you to join us.

Fountain now serves most of the leading on-demand companies. But that’s just the start of a long journey. The ride will be fast, and it will be relentless. The days will be long, the future scary and uncertain at times, but our job is immensely rewarding. It will be good, earnest work. But hey, we promise it will never be boring.

As one of our early team member, you’ll lead the team and set the course of this company forever.

*Fountain is an Equal Opportunity Employer—M/F/D/V*