WHAT WE DONitrogen has been revolutionizing how financial advisors and wealth management firms engage with their clients since the launch of Riskalyze in 2011. Today, Nitrogen offers an integrated client engagement software platform featuring risk tolerance, proposal generation, investment research, and financial planning tools designed to help firms and financial advisors deliver personalized advice. We invented the Risk Number®, built on top of a Nobel Prize-winning academic framework, and is the champion of the Fearless Investing Movement — tens of thousands of financial advisors committed to our mission of empowering the world to invest fearlessly.Nitrogen is an equal opportunity employer. We encourage people from underrepresented groups to apply. We are committed to being fair and intentional in our hiring decisions by reviewing every application thoroughly.THE ROLE/THE TEAMThe Account Management team empowers our customers to grow their businesses by enabling product adoption, advocating internally for their strategic needs, and ensuring their desire to renew their contracts and expand their usage over time. The Account Manager (AM) is accountable for revenue retention of an assigned book of business. WHAT YOULL BE DOING<ul> <li>Within the Advisor Direct segment, the AM is responsible for engaging with customers throughout the Customer Journey with meaningful activities that result in both an improvement to the customer health metric (Health Score, NPS score, etc.). And, Customer’s decision to: renew at the end of their term, expand their partnership (purchase additional licenses or products), and refer others</li> <li>Facilitate sales calls with existing customers using a value-based sales methodology and defined call structure</li> <li>Follow established operational processes related to contract amendments, including but not limited to upsells, upgrades, renewals, and cancellations</li> <li>Identify and prioritize opportunities for account growth &amp; see them through to completion - for example: sending upsell leads to sales; reaching out to existing customers who would benefit from additional feature access and closing upgrade deals, securing referrals from existing customers</li> <li>Participate in driving the ideation and execution of the Advisor Direct Engagement Strategy</li> <li>Engage key contacts through Marketing Campaigns in order to increase engagement, product adoption, and growth opportunities</li> <li>Maintain adequate data in Salesforce related to Accounts, Contacts, Contact Information (i.e. emails, phone numbers), and Users. </li> <li>Participate in team and cross-functional meetings, including product training and all-company standups (Pulse).</li> <li>Establish a cadence of activities that support a “one to many” strategy with the book of business in this segment:</li> </ul><ol><ol> <li>Engage with Advisors and challenge them to become proficient with our product </li> <li>Recommend available training opportunities such as Boot Camp, Summit, and Essentials Labs. Partner with our Advisor Success team to enable our customers to be successful with our product.</li> <li>Discover growth opportunities with existing customers and pass qualified leads to the sales team. </li> <li>In partnership with cross-functional teams and leaders, establish content for and execute Advisor Direct engagement activities i.e. webinars, “office hours”</li> </ol></ol><ul> <li>Manage customer cases related to billing and contract inquiries throughout the customer lifecycle, ensuring timely resolution and clear communication to maintain account satisfaction and trust.</li> <li>Participate in Call Reviews with leadership and peers for continuous improvement</li> <li>Complete accurate and timely reporting - i.e. Weekly Performance Metric Tracking</li> <li>Share customers’ product enhancement requests and feedback</li> <li>Assign and communicate priority to customer escalations. Follow SOPs for proposing solutions and delighting the customer. </li> <li>Strive to achieve the customer retention goals established by leadership</li> <li>Process all renewal rate increases associated with customers in your book of business - provide customers with notice prior to the deadline in accordance with our Terms of Service</li> <li>Follow established protocols and get creative / bring your own ideas to the table to save / winback customers who have requested to cancel (i.e. booking and executing customer calls, adding customers to Marketo Campaigns based on their scenarios, etc.). </li> <li>Inform your manager if you are behind on your goals so that you can develop a plan together to get back on track</li> </ul><ul> <li>2 years at a technology company with a SaaS subscription model</li> <li>2 years in a customer-facing role in technology</li> <li>1-year using Salesforce on a daily basis as part of your core role</li> <li>College degree or equivalent work experience</li> </ul>KEY COMPETENCIES<ul> <li>Adept at building quick rapport and acting as a “trusted partner” with customers</li> <li>Effective written and verbal communication. Able to communicate complex information in a simple, clear, concise, professional, and friendly manner.</li> <li>Coachable - Willing to accept feedback and continuously improve. </li> <li>Adaptable - Work well in a fast-paced and changing environment, but contribute to the team and organization efforts to improve efficiency and effectiveness. </li> <li>Follow through with your commitments and responsibilities; if you’re blocked from doing so, communicate that to leadership.</li> <li>Must be able to see both the details and the bigger picture - identify when problems are repetitive or have patterns and escalate where appropriate.</li> <li>Able to effectively prioritize and own various types of responsibilities and scenarios from start to finish.</li> <li>Be a team player. We are all working toward a common goal and can only be successful if we work together, share our insights and ideas, and provide each other with feedback.</li> <li>Be creative and thoughtful about your approach to the path to success! We are relying on you and your experience, intelligence, and creativity to improve customer engagement and achieve success. </li> <li>Speak the language of our core audience: Advisors, broker-dealers, corporate RIAs, custodians, clearing firms, asset managers, and compliance departments.</li> <li>Data Analysis - Experience with Salesforce reports and Google Sheets/Numbers/Excel - Able to analyze sets of data to make decisions.</li> </ul>The expected compensation range for this role is a $60-$64k Salary plus Incentive Compensation. Lesser experience may result in lower compensation and greater experience may result in greater compensation than the stated range.