Hybrid Account Manager

at APS Payroll

• Job title: Account Manager
• Job type: Full Time
• Experience level: Junior, Mid level
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Shreveport, United States

About the role

• Account Manager responsible for managing client relationships and ensuring revenue retention & expansion in the SaaS HCM space at APS. Collaborating with internal teams to enhance client experiences and solutions.

Responsibilities

• Client Relationship Management: The focus of client relationship management is user adoption, renewals, expansion of service, proactive and reactive involvement with the Customer Health Score Initiative.
• Revenue Retention: Reactively and proactively manage accounts to prevent churn by understanding client pain points, addressing service concerns, and implementing strategies to increase client satisfaction and engagement.
• Revenue Expansion: Identify and pursue upsell and cross-sell opportunities within the client base, positioning additional products or features that align with client needs and support their business goals.
• Account Planning & Strategy: Develop and execute strategic account plans, as needed for clients, setting retention and expansion goals, tracking client engagement, and prioritizing activities to maximize revenue potential.
• Product Knowledge & Solution Selling: Stay up-to-date on product offerings, industry trends, and competitive landscape. Use this knowledge to effectively communicate product value and demonstrate how our solutions address client needs.
• Quarterly Business Reviews (QBRs): Conduct QBRs with clients on an as needed basis to review their usage, share best practices, introduce new features, and discuss opportunities for optimization and growth.
• Cross-functional Collaboration: Work closely with the Product and Client Services Teams to facilitate the resolution of client issues, enhance the client experience, and coordinate on driving client retention.
• Client Satisfaction & Feedback Gathering: Monitor client satisfaction through surveys, direct feedback, and other methods. Relay insights to internal teams to ensure our focus on client retention.
• Pipeline Management & Forecasting: Maintain an accurate pipeline of upsell and cross-sell opportunities, using CRM tools to document activities and provide reliable forecasts for revenue growth.
• Renewals Management: Ensure timely renewal of contracts by engaging with clients well before contract expiration, discussing renewal terms, and handling any questions or concerns related to the renewal process.
• Travel is required as needed. Other responsibilities as needed or assigned.

Requirements

• Bachelor’s degree in Business, Marketing, or a related field; or equivalent experience.
• 2+ years of experience in account management, sales, or client success in the SaaS industry, preferably within HCM.
• Proven track record in revenue retention and expansion, with a focus on upselling and cross-selling to existing clients.
• Strong interpersonal and relationship-building skills with the ability to influence stakeholders at all levels.
• Excellent communication and presentation skills, with a focus on consultative selling and value-based client interactions.
• Ability to work independently, prioritize tasks effectively, and manage multiple clients in a fast-paced environment.
• Proficiency in CRM software (e.g., Salesforce) and other sales management tools.
• Experience in the HCM industry, with knowledge of HRIS, payroll, benefits administration, or similar systems.
• Familiarity with account planning and the customer success lifecycle, including customer health metrics and churn prevention strategies.
• Data-driven mindset with strong analytical skills for managing retention and expansion KPIs.
• Strong client centric focus.
• Demonstration of outstanding communication skills internally and externally, across teams and functions.
• Strong ability to manage multiple projects and tasks and meet deadlines.
• Strong written and verbal communication skills for communicating progress at each phase of development as appropriate, including published roadmaps, requirements and other information.
• Strong planning and organizing skills and attention to details.
• High degree of both technical expertise and business acumen.
• Ability to work with people and work as part of a team.
• Must be able to work in an environment in which constant deadlines exist.
• Must be able to work the hours necessary to successfully perform in this position.
• Must understand all company guidelines, procedures, and workflow.
• Must be willing to embrace the APS culture which includes respect, communication, team work, client focus, continuous change, training and other learning opportunities.

Benefits

• Medical, Dental & Vision Insurance (employee only tier of coverage for medical and vision paid at 100% by APS)
• Short Term Disability (short term disability paid at 100% by APS for employee)
• Long Term Disability
• Life Insurance
• 401(k) for Retirement (eligible after 3 months of employment; employer match/no vesting schedule)
• Paid time off (PTO)
• Holiday paid time off