Account Manager

The role

You will own a revenue target through expansion and upselling while engaging with current customers. You will work cross-functionally to act as the voice of the customer for product and service enhancements.

What you will do

• Increase product adoption and drive growth through gross renewals and net retention improvements.
• Optimize customer lifecycle by driving programs and initiatives to improve engagement.
• Identify growth and expansion opportunities within the existing customer base.
• Use raw customer data to identify ways to maintain customer experience.
• Reduce churn and drive new business growth through advocacy, referenceability, and referrals.
• Address escalated client issues with speed and urgency.
• Conduct strategic quarterly business reviews.
• Work with the sales team as a solutions architect on sales calls.

Required qualifications

• 5+ years experience within Renewal Management, Account Management, Customer Success, or Customer Experience ideally within SaaS offerings.
• 2+ years experience in the leave of absence space, such as at a third-party administrator (TPA), disability or absence management carrier, leave management technology provider, or administering leave
• Experience in building strategic plans for engaging with customers.
• Experience with high-touch strategic account management and a digital-first low-touch model.
• Proven track record of achieving KPIs.
• Data-driven approach to designing processes and approaching work.
• Highly effective communicator able to build trust and rapport quickly, work well cross-functionally and drive effective customer / client meetings in a B2B market.

Nice to have

• Comfort with SQL

About the company

Sparrow is a high-tech, high-touch employee leave management solution. The company is headquartered in San Francisco but all employees work remotely across the country.