High - Net - Worth Insurance Account Manager overseeing and expanding affluent clients' portfolios. Managing relationships, advising on risks, and ensuring insurance needs are precisely met at Duncan Financial Group.
About the role
- Account Manager managing customer renewals and upsells at Sensor Tower. Focused on improving operational efficiency and customer satisfaction.
Responsibilities
- Manage a portfolio of businesses, focusing on renewals, upsells, and Net Revenue Retention (NRR) growth.
- Oversee all assigned contract renewals to ensure timely and accurate execution
- Accelerate the contract renewal process, mitigate identified risk, and ensure customer satisfaction
- Own contract processes, including renewal CTA management, quote creation, maintenance of Salesforce opportunity records, sending of order forms, forecasting renewals outcomes, and tracking progress of signature
- Work with Customer Support team (where needed) to identify at-risk accounts and put together a strategy to secure the renewal, as needed
- Partner with Customer support and Sales Ops to communicate challenges in our current renewal process and advocate for improvements to increase our operational efficiency
- Identify opportunities to expand Sensor Towers footprint within an account as part of the renewal process
- Establish and maintain effective, cooperative working relationships with customers, largely via email. This includes objection-handling and problem-solving when customers request discounts, indicate they don’t want to renew, alert us that they’re evaluating competing solutions, etc.
- Have annual/bi-annual calls with customers to secure the budget for upcoming renewal.
Requirements
- Previous experience in a Support, Services, Customer Success, or Renewals Management role
- Intellectually curious self-starter with a knack for problem-solving
- Ability to work in collaboration with Support functions to facilitate timely responses to queries or discrepancies.
- Familiarity with contracts, terms of service, and legal issues
- Clear and effective communicator, adept at both written and verbal communication with customers and internal stakeholders
- Organizational skills and attention to detail
- Experience with Salesforce (particularly working with the ‘opportunity’ object)
- Assess areas of opportunity to more effectively automate key components of the renewal processes to improve operational efficiency
- Bonus: Previous B2B SaaS and/or enterprise software experience
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