Associate Account Manager

Job Description

A BIT ABOUT US Lever was founded nine years ago to tackle the most strategic challenge that companies face: how to recruit and hire top talent. We’re building the next generation of hiring software that companies like Netflix, Atlassian, KPMG, and McGraw-Hill Education rely on to grow their teams. We've rethought the talent acquisition paradigm and are the innovation leaders in our space and looking for the right people to join us as we scale. We’re extraordinarily proud of the company we’ve built so far (not to mention humbled to be recognized as the #1 place to work in San Francisco, as well as a top workplace in the entire United States). Our people are Lever’s biggest competitive advantage and we’ll continue investing in our “Leveroos” and people-first culture. As Lever continues to grow, our Account Managers (or, as we like to call them internally, Associate Customer Success Managers), ensure success with their customers and drive growth within their portfolios. They do this by adding value with every interaction and by representing the voice of the customer internally at Lever.

THE SKILL SET

• 3+ years CSM, sales, account management or customer relationship experience working in software as a service (SaaS)Candidate is experienced in customer-facing roles; renewal & revenue generation (sales) execution; identifying churn signals; identifying expansion opportunities; strong discovery, negotiation, objection handling skills; presenting and selling across C-suite level decision makers; providing value-based solutions
• Quota carrying background with a track record of overachievement Experience managing a high-volume account portfolio (200+ accounts/ year)
• Comfort in facilitating meetings with customer stakeholders of various levels of professional seniority
• Ability to accurately forecast renewal pricing, timing, and risks in real time
• Operate with a high degree of autonomy. You are the CEO of your book of business Highly organized with strong project management skills and diligent attention to detail
• Resourceful and solutions-oriented mindset
• Team player who takes initiative to improve the way our team operates
• Comfort in ambiguity and history of thriving in a rapidly changing environment
• Highly developed sense of customer, teammate, and cross-functional empathy

WITHIN 1 MONTH, YOU'LL

• Complete Ramp Camp, our onboarding program designed to get you up to speed on our business, vision and team and gain an understanding about how your role fits into Lever's broader organization
• Learn Lever’s customer sales process including go-to-market messaging, key differentiators, and segment-specific value propositions
• Learn how to best work with our cross-functional teams and bring together different skill sets in support of a common customer goal
• Convey the value proposition for Lever products, technical support, and other services
• Effectively use the software and sources of information CSMs use regularly to work with customers
• Understand the escalation path to appropriately handle support issues and customer concerns
• Within 6 weeks, successfully complete certification for the following areas: Product, Visual Insights Reporting, and
• Advanced Analytics Reporting

WITHIN 3 MONTHS, YOU'LL

• After the successful completion of the various certifications, have the confidence to advise, influence, and help customers with the adoption of best practices recommendations that align Lever’s products and solutions with the achievement of their unique recruitment and hiring goals
• Present and deliver a unique starter project to the entire CXS Department that will enable you to learn more about your cross functional team members as well as solve a real business problem Lever faces
• Lead pricing strategy and negotiations for ~75 renewals each quarter
• Identify the current hiring practices and internal business goals of your customer accounts
• Own your quota by consistently achieving your logo retention & net-retention targets
• Use all customer conversations, available tools, and data sources to research important details about existing customers (companies’ latest venture capital funding, hiring goals, stakeholders, adoption and success metrics/criteria, etc.)
• Effectively communicate the product roadmap and new product releases to customers
• Understand the contractual language of all your customers and where we need to “shore up” existing contracts to ensure ongoing success for Lever
• Learn to perform and document account health audits in preparation to communicate recommendations back to customers to ensure they're maximizing Lever's impact
• Educate customers on the value they are receiving from Lever’s products and why the solutions we provide are essential to their continued recruitment and hiring successes
• Build credibility and trust with our customers by taking a disciplined approach to project management within your accounts and prioritization of your workload in order to deliver on your commitments and meet deadlines
• Partner cross-functionally with the New Business Sales, Implementation, Support, and Professional Services functions to ensure a smooth transition from customer onboarding through the annual renewal cycle; serving as their consistent point of contact in order to deliver a seamless, high-quality customer experience
• Be proactive in strategic planning; deliver value-based messaging to motivate customer actions and continuously plot the course for strong cases for customer renewals
• Execute customer renewal cycles between 120-60 days prior to the accounts respective subscription end date

WITHIN 6 MONTHS, YOU'LL

• Come off your 3 month ramp period and hit the ground running within your portfolio Build Account Plans for the top ACV and/or high-growth index customers as well at-risk customers within your account portfolio and align key internal Leveroos to ensure timely renewals and expansions
• Provide feedback for process improvements which improves our abilities to better serve both external and internal customersIdentify Lever champions within your assigned accounts; ensure customer achievements are highlighted to our internal partners such as marketing in order to communicate those successes externally
• Advocate internally for the customer’s needs and develop strong feedback loops within Lever, to continue our customer-centric focus with our products and services
• Ensure Lever’s success based on the customer’s specific business case across a 12-month account lifecycle
• Proactively identify growth opportunities in customer accounts and execute on expansion and upsells
• Help train new Customer Success Managers by participating in team onboarding sessionsConsistently exceed your net retention revenue targets as well as keeping your renewal rates on-target

WITHIN 12 MONTHS, YOU'LL

• Take a methodical approach to strategic planning in each of your owned accounts; plotting out a 12-month roadmap which continuously progresses the customer towards their specific platform goals, account growth, and overall success with Lever
• Cultivate a strong stable of referenceable customers with whom marketing and sales can work on case studies and Prospect reference calls
• Get involved in hiring and growing the team by helping to interview candidates
• Leverage the Customer Success Manager competency model and partner with your Manager to create a career development path to help you progress within the Customer Success team

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