Account Manager

Who We Are Looking For 

The Account Manager is responsible for end to end, high touch ownership and development of a portfolio of accounts. The key responsibilities include a focus on consultative solution selling, overall client relationship management, upsell, subscription renewal management, customer satisfaction and success. The Account Manager leverages an understanding of Crisis24’s company direction, products/solutions/services offerings, and capabilities to guide an evolving solution set for each client to drive adoption. The Account Manager utilizes a team approach to develop partnerships with clients, tapping Crisis24 Subject Matter Experts as needed to drive client growth and retention. 

This position is remote based within the US or Canada

What You Will Work On 

• Serve as lead point of contact for assigned clients through the entire account lifecycle.  
• Develop and implement strategic account plans and relational strategy for each assigned account with clearly defined short-term objectives.  

• Proactively establish trusted advisor relationships with assigned account decision makers, client stakeholders and executive sponsors. 
• Collaborate with Sales team to onboard and integrate new clients.  
• Identify and develop new business opportunities by presenting, recommending, and upselling Crisis24 products, solutions, and services within existing clients.  
• Coordinate with cross-functional internal teams to achieve sales objectives and performance goals. 
• Lead quarterly /annual reviews with client executives and end users assessing, clarifying, and validating requirements, needs and goals. 

• Lead coordination and support of ad-hoc client issues and escalations. 
• Forecast and track key account metrics (e.g., quarterly, and annual renewals, upsells, at risk results, retention, and forecasts).  
• Maintain all client and pipeline information in CRM application. 
• Prepare comprehensive reports and or presentations on account status, client sales and strategy. 
• Develop and demonstrate a deep understanding and knowledge of Crisis24’s client value proposition, solution offerings, highlighting Crisis24 capabilities and differentiation from competitors. 

• Maintain current knowledge of company strategies, products/solutions/services offerings, and product roadmap. 

Who You Will Work With  

• Security (CSO, Operations, Cyber, Executive Protection) 
• Risk Management (CRO, Insurance) 

• Business Continuity (Operations, Facilities, Business Resiliency) 
• Human Resources (CHRO, Benefits, Staffing) 
• Travel (Travel Leadership and Management) 
• Information Security (CISO, IT Operations) 

What You Will Bring 

• Minimum 10+ years’ experience in key account management, sales, or related field.  Experience selling SaaS solutions, technical product lines, managed services, and product & services extensions.   
• Industry experience within security, medical assistance, travel risk management, duty of care, business continuity, risk management and organizational resilience preferred.  
• Demonstrated ability to communicate, present and influence credibly and effectively with key stakeholders and at all levels of an organization. 
• Experience delivering client focused solutions to support customer needs with ability to think and act strategically. 

• Demonstrated ability to identify, develop and shepherd opportunities to close, particularly in the realm of security, risk management, business continuity and medical assistance. 
• Proven ability to manage multiple client accounts and prioritize competing tasks while maintaining sharp attention to detail and follow-through. 
• Proven ability to understand clients’ business and fit with Crisis24’s products and services. 
• Passionate about Crisis24’s business, industry; eager to master product and service knowledge. 
• Excellent listening, facilitation, and presentation skills. 

• Strong negotiation skills will a problem-solving focus 
• Strong interpersonal skills including oral and written communications. 
• Experience with CRM software (e.g. Salesforce), MS Office, MS Teams, SharePoint, JIRA, and Help Desk Support Software 
• Periodic travel required (approximately 30-40%)  
• BA/BS degree in in a business or technical related field.  Graduate degree preferred.