Account Manager responsible for guiding top - performing sellers in Customer Care. Optimizing performance, enhancing customer satisfaction, and managing onboarding processes in a hybrid work environment.
About the role
- U.S. SLED Senior Account Manager managing State and Local public safety accounts. Driving retention and upsell initiatives within a defined Eastern region portfolio.
Responsibilities
- Manage a defined portfolio of State and Local accounts across the Eastern region, ensuring renewals, satisfaction, and sustained adoption.
- Own and exceed assigned quota focused on retention, upsell, and expansion opportunities within existing accounts.
- Become proficient in demonstrating the Kaseware platform
- Develop multi-year account plans aligned with account objectives, procurement timelines, and Kaseware’s growth strategy.
- Conduct Quarterly Business Reviews (QBRs) and executive meetings to communicate results, adoption metrics, and roadmap alignment.
- Report directly to the U.S. SLED Program Director, maintaining alignment on account priorities, delivery schedules, and issue resolution.
- Identify opportunities for account expansion through deeper platform utilization, and user adoption initiatives.
- Partner with Customer Operations, Product, and Delivery teams to ensure timely renewals, successful deployments, and measurable outcomes.
- Act as a trusted advisor to agency executives and technical leads, aligning Kaseware’s capabilities with mission objectives and operational needs.
- Support cross-agency collaboration and advocacy, building regional reference networks to drive account success stories and future growth.
- Maintain accurate sales forecasts and account health metrics in Salesforce, including renewal status, upsell pipeline, and account risk indicators.
- Travel requirements: Up to 50% travel within the East Region.
Requirements
- 6–10 years of experience in Account Management, or Client Services, preferably within public safety, justice, or government technology environments.
- Proven track record of exceeding retention and upsell targets in enterprise or public-sector SaaS accounts.
- Strong understanding of State and Local procurement.
- Excellent communication and presentation skills with the ability to engage executive and technical stakeholders alike.
- Highly organized and capable of managing multiple complex accounts simultaneously.
- Experience working cross-functionally across Product, Support, and Program Delivery organizations.
Benefits
- Excellent health, dental, and vision insurance with generous company contribution
- Flex Spending Accounts
- Unlimited paid vacation
- 12 paid company holidays
- Paid Sick Time
- Paid Parental Leave
- 401k with company matching
- EcoPass provided for Colorado-based employees
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