Note: The job is a remote job and is open to candidates in USA. ArrowCore Group is hiring an Account Manager to own customer relationships from post-sale through the full account lifecycle. The role focuses on onboarding, customer retention, internal coordination, account growth, renewal ownership, and identifying cross-sell and upsell opportunities.
Responsibilities
- Account Ownership
- Own the customer relationship from immediate post-sale through the life of the account
- Maintain weekly or biweekly cadences with every account in the book. No exceptions
- Manage, set, and continuously recalibrate customer expectations
- Drive customers from onboarding through stabilization and into steady-state operations
- Proactively identify and resolve friction before it becomes an issue
- Internal Orchestration
- Coordinate resources across onboarding, delivery, support, billing, and sales as needed
- Be the active listener in every meeting. Surface sales signals, upsell cues, and risk flags
- Tag in sales reps when a commercial opportunity is identified and provide full context for the handoff
- Ensure the right internal parties are engaged at all times. Own the coordination, not just the relationship
- Revenue and Retention
- Grow accounts through proactive identification of cross-sell and upsell opportunities
- Drive referrals by delivering consistently exceptional service experiences
- Maintain 98%+ gross retention rate as a personal standard
- Track account health signals continuously, not just at renewal
Skills
- 5+ years in an account management role with true post-sale ownership. Not support. Not CS ticket management
- Demonstrated ownership of renewal, upsell identification, and account growth. Not just relationship maintenance
- High-level understanding of CX compliance concepts (TCPA, DNC, STIR/SHAKEN). Trainable but must be curious
- Proficiency in Salesforce, Zendesk, Slack, Zoom, Monday.com, and WorkRamp (LMS)
- Strong written and verbal communication. Clear, direct, zero fluff
- Ability to hold confident technical conversations and to know when to bring in delivery resources
- Background in CCaaS (Five9, Genesys, NICE, Talkdesk, Avaya, or equivalent) strongly preferred. SaaS minimum
Benefits
- Remote work
Company Overview