Manager, Account Management
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Key skills for this role
About the Role
Clio is seeking a Manager of Account Management to lead a team responsible for customer retention, growth, and adoption of Clio's legal AI products. The role requires 3+ years of management experience, sales fundamentals, and a passion for customer success.
Key Skills for This Role
Responsibilities
- Build and launch new outreach strategies: Enablement, Playbooks, workflows, iteration post launch
- Partner to refine Account Management Processes & Build new processes to support launch of Core work streams
- Cross Functional Collaboration: Work closely with other departments to improve process, increase leads, expedite time to customer solution and reduce admin time
- Leverage CRM and Tools + Launch and Enable new tools for new types of work
- Innovate AI first solutions to drive efficiency and customer experience
- Oversee Escalations: Personally manage or provide leadership guidance for customers escalated through Account Management channels
- Develop Retention Strategies (Activation /Penetration)
- Identify Upsell/Cross sell Opportunities: Train the team to identify and pursue opportunities for expanding existing accounts
- Forecasting and Reporting: Own the team's pipeline funnel forecast+ Future core metrics
- Recruit, Hire, and Onboard new account managers
- Performance Management: Set clear goals and KPIs for the team
- Coaching and Mentoring: Act as a mentor to the team
Requirements
- 3+ Years Management experience leading leaders and individual contributors
- Experience scaling a team at velocity
- Experience building and deploying cutting edge Customer Success AI workflows and applications
- Managing a revenue delivering team Sales fundamentals
- A passion for people management
- A healthy obsession for customers
- Excitement and motivation to solve complex, high pressure business problems
- Experience in owning customer escalations and outcomes
- Data/Target driven management
Full Job Posting
Summary
- The Account Management team is responsible for owning customer success outcomes post onboarding for accounts that don’t have a dedicated Customer Success Manager.
- This team plays a central role in helping customers move along this evolution path.
- We are seeking an experienced customer first Manager to partner in building the next iteration of the Account Management team.
Process & Operational Excellence
- Build and launch new outreach strategies: Enablement, Playbooks, workflows, iteration post launch
- Partner to refine Account Management Processes & Build new processes to support launch of Core work streams
- Cross Functional Collaboration: Work closely with other departments to improve process, increase leads, expedite time to customer solution and reduce admin time
- Leverage CRM and Tools + Launch and Enable new tools for new types of work
- Innovate AI first solutions to drive efficiency and customer experience. Coach AI first mindset and innovation on the team
Client Relationship & Retention Strategy
- Oversee Escalations: Personally manage or provide leadership guidance for customers escalated through Account Management channels.
- Develop Retention Strategies (Activation /Penetration): Create and implement proactive strategies to ensure high levels of client satisfaction and retention.
Revenue Growth & Strategic Planning
- Identify Upsell/Cross sell Opportunities: Train the team to identify and pursue opportunities for expanding existing accounts.
- Forecasting and Reporting: Own the team's pipeline funnel forecast+ Future core metrics.. Report on team performance to senior leadership.
- Collaborate with cross functional partners to expand inbound lead sources, campaigns and initiatives
- Refine and develop new strategies to improve conversion at each stage of the funnel
Team Leadership & Development
- Recruit, Hire, and Onboard: Identify, recruit, and train new account managers, ensuring they are equipped with the product knowledge and skills to succeed.
- Performance Management: Set clear goals and KPIs for the team. Build, manage and iterate performance management frameworks.
- Proactively Address and Action Peakon Survey responses
- Coaching and Mentoring: Act as a mentor to the team, providing guidance on complex client negotiations, relationship management, and career development.
- Foster a Positive Team Culture: Cultivate a collaborative, results oriented, and customer centric team environment.
- Own and Manage Call Reviews & Feedback Cycles
What you may have
- 3+ Years Management experience leading leaders and individual contributors
- Experience scaling a teams at velocity
- Experience building and deploying cutting edge Customer Success AI workflows and applications
- Managing a revenue delivering team Sales fundamentals
- A passion for people management
- A healthy obsession for customers, and an incessant drive to innovate
- Excitement and motivation to solve complex, high pressure business problems
- Experience in owning customer escalations and outcomes
- Data/Target driven management
Bonus points if you have
- Experience in FinTec or Scaled Success an asset
- Experience with Salesforce or other SaaS tools
- Experience working with Customer Success tools such as ChurnZero etc
- Proven track record in a dynamic, fast moving startup environment
- Bachelor’s degree or equivalent experience
- SaaS experience
Total Rewards
- Competitive, equitable salary with top tier health benefits, dental, and vision insurance
- Hybrid work environment, with expectation for local Clions to be in office min. twice per week.
- Flexible time off policy, with an encouraged 20 days off per year.
- CAD 2000 annual counseling benefit
- RRSP matching and RESP contribution
- Clioversary recognition program
- The expected salary range for this role is CAD 113,500 to CAD 141,900 to CAD 170,300 CAD.
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