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Customer Service
Manager, Account Management
@Quorum
[Hiring] Manager, Account Management @Quorum
Mar 27, 2025 - Quorum is hiring a remote Manager, Account Management. 💸 Salary: $100,000.00 – $120,000.00 ote. 📍Location: USA.
This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.
Role Description
As a Manager of Account Management, you will be responsible for leading, managing and coaching an existing team of Account Managers within our Account Management department. This department is tasked with driving KPIs focused on boosting customer adoption, sentiment, retention, and expansion throughout the post-sale customer journey.
- Retain and expand Annual Recurring Revenue (ARR) in your Account Managers’ assigned customer portfolios.
- Increase/improve customer adoption, sentiment, and perceived value through scalable engagement tactics; identify and act upon retention risks and expansion opportunities.
- Develop, coach and grow a team of Account Managers as you identify efficiency/scale opportunities and scalable tactics that deliver impact across customer segments.
This role offers the opportunity to make a substantial impact to our business, focused in specific areas:
- Hire, onboard, train, manage, and develop a team of Account Managers.
- Guide Account Managers to drive product adoption, customer sentiment, customer engagement, and other measures of customer health, with a focus on data-driven activities and automation across the customer journey.
- Coach Account Managers on the skills needed to align Quorum’s capabilities to customers’ business needs & goals, communicate Quorum’s strategic value to various customer personae, especially customer executives, and engage customers to achieve their measures of value, identify customer risks, develop expansion revenue, and ensure successful renewals.
- Implement repeatable strategies and playbooks designed to drive customer engagement, product adoption, value realization, and customer sentiment to meet team business goals and KPIs.
- Collaborate cross-functionally, especially with other Go-To-Market (GTM) functions, to help ensure a seamless, effective customer journey and efficient, effective internal business operations.
- Translate customer feedback into actionable insights for other cross-functional teams, including Support, Product, Marketing, and Sales.
Qualifications
- 2+ years of experience managing teams of Customer Success Managers, Account Managers, or similar functions, or serving in a Team Lead capacity.
- 3+ years of experience as an individual contributor in a Customer Success Manager, Account Manager, or similar customer-facing role within a B2B SaaS business.
- Strong communication skills with the ability to build rapport, articulate concepts clearly & succinctly, generate enthusiasm for ideas, and drive action, both in-person or online.
- Capable of motivating and developing a team, creating buy-in & alignment with organizational goals and objectives, and driving behavior.
- Strong problem-solving skills, capable of addressing challenges quickly and constructively, uncovering root causes, and making informed decisions to drive resolution and prevent recurrence.
- Ability to learn from past experiences, both successes and failures, and apply those learnings to improve future performance.
- Demonstrated ability and success measuring and continually improving team and company metrics and KPIs.
- Proficiency with CS platform software (preferably Gainsight), CRM software (preferably Salesforce), analytics tools, office productivity suites (preferably G-Suite), AI tools (preferably ChatGPT), and other common B2B SaaS CS and Sales tech stack applications to streamline processes and enhance team productivity.
- You want to be a part of building and maintaining a diverse and inclusive team environment where you regularly express concern for team members’ success and well-being.
- You are excited by the opportunity to have a positive impact on government affairs.
- Experience using and building campaigns via a customer relationship management (CRM) software (i.e. Gainsight).
Benefits
- Flexible Paid Time Off
- Paid Company holidays plus additional company-wide days off for team members to rest and recharge
- Four Day Weekends for President’s Day, Memorial Day, Fourth of July and Labor Day
- Free Subscription to the Calm App
- Free Subscription to LinkedIn Learning to support professional development
- Invest in Yourself Days - one designated day per quarter is dedicated to your professional development!
- One-time Work from Home Stipend
- 401k match
- Choice of trans-inclusive medical, dental, and vision insurance plan options
- Virtual and in-person team events
- Bright sunlit open office concept with your own dedicated desk (if you want it)
- Inclusion & Diversity Affinity Groups to support belonging
- 12 weeks paid parental leave
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| 📍 | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
Back to Remote jobs >
Customer Service
Customer Service
|
Salary
💸
$100,000.00 – $120,000.00 ote
|
Remote
Location
USA
|
|
Job Type
full-time
|
Posted
Mar 27, 2025
|
️
| 📍 | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
