account manager
Location: Birmingham (preferred), but not required
Department: Sales
Reports To: Director of Sales / VP of Sales
About the Role
We're looking for a relationship-driven, solutions-oriented Account Manager to join the Mcmtech team as part of our growing team. In this role, you'll build and nurture long-term relationships with existing customers, ensuring they are getting the most out of our software while identifying new ways we can support their goals. You'll work closely with internal sales and customer success teams to stay aligned on customer needs and serve as a trusted resource throughout the customer lifecycle. A strong focus on ensuring our existing customers renew their annual subscription service, while exploring the opportunity to add features and services during the renewal process to ensure the customer's needs are being met on an ongoing basis. This is a new position, giving you the opportunity to help shape our approach to delivering our high-quality solutions to longstanding and new customers.
Key Responsibilities
- Build and maintain strong, ongoing relationships with assigned customers
- Act as the primary point of contact for contract renewals, customer questions, requests, and product expansion discussions
- Stay informed on customer objectives and usage trends to anticipate needs and surface new opportunities
- Identify upsell and cross-sell opportunities that align with customer goals and coordinate closely with the outside sales team
- Engage customers with clarity and confidence, articulating the benefits of upgrades and new features that elevate their experience and outcomes.
- Proactively check in with customers on new features, satisfaction, and long-term planning
- Track account health and coordinate renewal conversations as needed
- Maintain accurate customer activity and notes in our internal Client Services database
Requirements
- Experience in account management or customer success
- Strong written / verbal communication and interpersonal skills
- Capable of building trust across technical and non-technical teams
- Highly organized with a knack for follow-up and follow-through
- Sales-driven mindset - consistently identify opportunities to cross-sell and up-sell, aligning customers with enhanced solutions
- Comfortable working with a variety of people and departments
- Understanding of SaaS solutions or enterprise software preferred
- Experience working with public safety or government agencies
- If remote, must have a reliable internet connection and a professional home setup suitable for hosting virtual meetings
INTERESTED? Email a cover letter and resume to Murray here.