Note: The job is a remote job and is open to candidates in USA. Watts Water Technologies provides smart, connected, and sustainable water solutions designed to deliver safe, clean water and protect water resources. The Account Manager, Digital manages and grows a portfolio of customer accounts by driving retention, adoption, renewals, expansion, and revenue growth. The role builds strategic customer relationships, analyzes platform and water system data, develops account plans, and collaborates cross-functionally to deliver customer value.
Responsibilities
- Own the strategic management and growth of an assigned portfolio of customer accounts, serving as the primary relationship owner throughout the customer lifecycle
- Build and maintain trusted relationships with customer stakeholders across operations, facilities, engineering, finance, and executive leadership levels
- Develop and execute strategic account plans that identify customer objectives, retention risks, growth opportunities, stakeholder engagement strategies, and long-term value creation initiatives
- Conduct regular business reviews and customer success discussions to evaluate performance, communicate value realization, and align solutions with customer goals
- Serve as a strategic advisor to customers by providing recommendations that support operational performance, risk mitigation, water management objectives, and business outcomes
- Analyze customer data, platform utilization, adoption trends, and operational metrics to identify opportunities for improvement and recommend appropriate solutions
- Monitor account health indicators and proactively develop action plans for at-risk accounts to improve adoption, satisfaction, and retention
- Drive customer engagement initiatives that increase product adoption, utilization, and overall value realization
- Identify, develop, and advance opportunities for cross-sell, upsell, site expansion, device expansion, and service expansion within existing accounts
- Lead renewal planning activities and support strategies designed to maximize gross retention, logo retention, and net revenue retention
- Build, maintain, and manage a healthy expansion pipeline through proactive account planning and customer engagement activities
- Collaborate with Sales, Finance, Product, Operations, Technical Support, and Field Services teams to develop and implement customer growth strategies and business solutions
- Develop proposals, business cases, and recommendations that demonstrate measurable value and support customer investment decisions
- Track, forecast, and communicate retention, expansion, and revenue opportunities to leadership while maintaining accurate pipeline and account information
- Advocate for customer needs and serve as the voice of the customer by communicating customer insights, market feedback, and competitive intelligence to internal stakeholders
- Coordinate cross-functional resources and account teams to resolve complex customer issues and ensure a seamless customer experience
- Support customer onboarding activities, implementation transitions, and stakeholder changes to ensure continuity and long-term success
- Analyze water system data, including leak alerts, water temperature, pressure, flow rate, and related metrics, to assess conditions remotely and provide informed recommendations to customers
- Maintain a deep understanding of Watts and Nexa products, services, technologies, industry trends, and customer operational challenges
- Support the development and adoption of account management best practices, customer engagement models, retention strategies, and operational processes that improve scalability and consistency
- Participate in initiatives that enhance customer lifecycle management, account segmentation, customer health scoring, and overall customer success outcomes
- Assume responsibility for other projects and duties as assigned by Sales Leadership or Company management
- Responsibilities directly tied to Watts values of Integrity, Accountability, Continuous Improvement, and Transparency
- Travel Requirements: Up to 20%; occasional travel for customer meetings, trainings, or internal meetings
Skills
- * Bachelor's degree or equivalent combination of education and relevant experience
- * 3–7 years of experience in Account Management, Customer Success, Sales, Business Development, or a related customer-facing role
- * Demonstrated success driving customer retention, renewals, expansion, and revenue growth within an assigned customer portfolio
- * Experience developing customer relationships and identifying growth opportunities through consultative engagement and strategic account management
- * Strong business acumen with the ability to translate customer goals, operational challenges, and usage data into actionable recommendations
- * Proven ability to exercise sound judgment, prioritize competing business needs, and develop solutions that support customer and company objectives
- * Experience collaborating cross-functionally with Sales, Product, Operations, Technical Support, Services, and other internal stakeholders
- * Strong communication, presentation, relationship management, and stakeholder engagement skills
- * Ability to analyze customer data and operational metrics to identify trends, risks, and opportunities
- * Ability to develop and maintain expertise in company products, services, and technologies
- * Ability to analyze water system data such as leak alerts, water temperature, pressure, flow rate, and related metrics to assess customer situations and provide recommendations
- * Highly organized, self-motivated, accountable, and capable of managing multiple priorities simultaneously
- * Willingness to travel up to 20%
- * Understanding of and adherence to applicable laws, codes, policies, regulations, and safety practices and procedures, as applicable
- * Ability to remain seated at a desk or workstation for extended periods
- * Ability to perform repetitive tasks like typing on a keyboard or using a mouse for extended periods
- * Ability to physically move around the office, organize or transport files, packages, or other office-related materials
- * Ability to read documents, use a computer, and perform data entry tasks
- * Ability to communicate clearly with management and coworkers, particularly in meetings or phone calls
- * Ability to operate standard office equipment such as computers, printers, phones, and copiers
- * Ability to occasionally lift and carry light objects, such as office supplies, documents, or small equipment
- * Experience in SaaS, IoT, facilities management, water management, infrastructure, industrial technology, or related industries
- * Experience managing recurring revenue-based customer relationships and subscription business models
- * Experience utilizing CRM, customer success, analytics, and business intelligence platforms
- * Knowledge of water management systems, connected devices, smart building technologies, or related solutions
Benefits
- Remote work within the U.S.
- Comprehensive medical and dental coverage
- Retirement benefits
- Family building benefits, including paid maternity/paternity leave
- 10 paid holidays and Paid Time Off
- Continued professional development opportunities and educational reimbursement
- Fitness reimbursements
- Employee discount programs
Company Overview