Job description

Who You Are

You’re an idea person—you see the needs around you and come up with solutions, and you’re great at convincing people around you to come along. Especially with your best ideas. You believe in excellence, and even though you’re a great negotiator, you’re generous, sometimes to a fault. It’s not about the win, it’s about everyone being satisfied. You’re driven, curious, and deeply passionate about ensuring your customers are successful!

You love the high speed rush of SaaS sales, and you understand that a true salesperson is a matchmaker, not a pusher. At Swoogo we believe in the right fit—not square pegs shoved into round holes. Have you been looking for a company with a product that’s genuinely making people’s lives and jobs easier? Do you understand intrinsically that nurturing relationships is an integral part of sales? Most importantly, are you all in on the concept that people sell to people? At Swoogo we love our numbers and we love our wins … but #WeCare is a company value for a reason. If this sounds like you, we want to hear why you’d be a fab addition to our Account Manager team.

About the Role

As our Account Manager, you’ll report to our Sr. Director of Account Management to crush your quota and retain your book of business. We mean it when we say we work as a team, so we need someone who can put their ego away and join in a group effort. This role requires confidence, strategic prioritization, and empathetic customer management. We’re 100% remote, and we get that’s not for everyone. Don’t worry, we stay in contact via Slack and twice yearly offsites (not to mention President’s Club!) and we have a laser-sharp focus on our goals. We need a new team member with previous SaaS experience and a customer-first mentality!

In this role you will:

Oversee the customer lifecycle to proactively drive adoption and ensure ongoing client satisfaction and retention of accounts.
Identify and successfully close renewals and expansion opportunities within your accounts.
Achieve or exceed monthly and quarterly targets.
Establish productive, professional relationships with key players in your assigned customer accounts.
Drive engagement, high participation, and increase feature adoption across accounts.
Leverage your knowledge of Swoogo to advise on best practices around product usage with end users.
Ensure swift resolution of account issues by leveraging resources from cross-functional teams, as needed, mainly Support and Product.
Be responsible for having a deep understanding of clients needs, their overall goals, and how Swoogo can be part of their solutions.
Act as an influencer, connector, and coordinator to make sure that we are pulling together the right team, at the right time, and delivering services in such a way that our customers come to trust and rely on Swoogo even more.
Represent the voice of the customer to provide actionable customer feedback to our product team.
Proactively assess, clarify, and validate customer needs on an ongoing basis.

What You’ve Done Before

Minimum of 2-3 years of Customer Success Management and/or Account Management experience working in SaaS directly with customers or event industry equivalent
Proven customer management skills.
A successful history of expanding and growing accounts.
Proven ability to develop and manage pipeline and forecasting.
Skilled at negotiating business terms and contracts.
A team player with world-class problem-solving, critical thinking, communication, and relationship-building skills.
Ability to develop trusted relationships with customers and internal teams.
Ability to independently organize, prioritize, and take action.
Experience with CRMs, preferably Salesforce and other tools.
Empathy, Honesty, and Transparency.
Ability to gracefully work through challenges of a fast paced, fast growing startup.
No problem with working remotely— our whole team is distributed!