Note: The job is a remote job and is open to candidates in USA. Lumivero provides qualitative, quantitative, and mixed-method data intelligence solutions, including the Experiential Learning Cloud for higher education institutions. The Manager of Account Management will lead the ELC Account Management function while managing strategic customer accounts, driving renewals, migrations, conversions, expansions, and retention. The role is responsible for coaching the team, overseeing quota attainment and forecasting, managing escalations, and collaborating cross-functionally to deliver successful customer outcomes.
Responsibilities
- Lead, coach, and develop the ELC Account Management team, conducting regular 1:1s, performance reviews, pipeline inspections, and career development conversations
- Hold each Account Manager accountable for achieving individual renewal, migration, conversion, expansion, and retention targets while proactively identifying risks and coaching to improve performance
- Personally manage a strategic portfolio of customer accounts, renewals, Sonia-to-ELC migrations, student-pay to institution-paid conversions, and expansion opportunities to achieve an individual quota
- Own overall team quota attainment by monitoring forecast accuracy, pipeline health, account coverage, and pacing toward monthly, quarterly, and annual goals
- Serve as the primary escalation point for complex customer renewals, commercial negotiations, at-risk accounts, and implementation or support issues
- Partner with the Director of Sales to develop territory plans, establish account assignments, optimize capacity, and support hiring decisions
- Work cross-functionally with Customer Success, Implementation, Support, Product, Legal, RevOps, and Solutions Engineering to remove obstacles and deliver successful customer outcomes
- Establish and reinforce best practices for renewal execution, migration planning, conversion strategy, forecasting, CRM hygiene, and customer engagement
- Review account strategies with the team on a regular cadence, providing coaching on deal strategy, negotiation, customer risk, and expansion opportunities
- Report team performance, forecast, renewal health, retention metrics, and strategic account updates to the Director of Sales
- Adjust working hours as needed to effectively support the ANZ-based Account Manager and customers through regular collaboration, coaching, and customer engagement
Skills
- 5+ years in account management, customer success, or renewals within B2B SaaS, including at least 2 years directly managing a team
- Experience managing a distributed or international team, and genuine willingness to work a schedule that regularly includes evening or late-night hours to overlap with an ANZ based team member and customers
- Track record owning renewal and retention targets and coaching reps through escalations and at-risk accounts
- Comfort working cross functionally with Legal, Implementation, RevOps, and Support to resolve contract and account issues
- Experience with Salesforce or comparable CRM
- Strong written and verbal communication; able to represent the team to senior leadership and to customers directly on escalated issues
- Experience in higher education, field placement, or clinical education software is a plus
Benefits
- Full medical coverage with generous company contribution
- Company-paid dental and vision coverage
- Flexible PTO
- Generous 401K match with immediate vesting
Company Overview