Account Manager, Retention

ABOUT THE ROLE AND OUR TEAM:

The Account Manager, Retention (AM-R) is responsible for meeting or exceeding expectations for retention among the TKWW wedding pro (vendor) base. As the primary business consultants to TKWW's vendors, the AM-R is responsible for a set of accounts and provides both reactive and proactive services to help paying vendors stay on track and see success on the TKWW platform(s).

RESPONSIBILITIES:

Maintain ownership and accountability of a book of business to achieve monthly retention targets.
Directly influence retention by managing manual and auto renewals, handling both obvious and subtle requests to cancel or downgrade TKWW services, and identifying opportunities to upsell and expand services.
Conduct targeted proactive outreach to limit churn and/or prepare assigned accounts for upcoming renewals.
Consistently meet or exceed stated performance expectations for work quality, quantity, and impact.
Share "the voice of the vendor" from the Retention POV so leadership can adequately support retention efforts.
Remain 100% compliant with all data, record-keeping, and reporting requests.
Other projects/duties as assigned.
SUCCESSFUL ACCOUNT MANAGER, RETENTION CANDIDATES HAVE: 2+ years in a revenue-responsible role with outcome-based performance expectations.
Experience in a quota or other individual metrics accountability environment
Renewal/retention/support/cancellation experience in a B2B setting
Experience managing a large book of business with Accounts across multiple verticals/categories
Comfortable with direct accountability for individual and team outcomes
Proven influencing and problem-solving skills. Can get customers to "yes" in multiple situations using multiple tools
Excellent written and verbal communication skills
Proven customer service and relationship building skills, including the ability to de-escalate sensitive conversations with customers via phone and email
Thrives in a high-pace and collaborative team environment
Quantitative and analytical skills
Comfortable with change, ambiguity, and decision-making with incomplete information
Ability to prioritize and stay organized while balancing inbound client requests/questions and outbound proactive outreach
IT'S A BONUS IF YOU HAVE: Consulting or coaching experience with small, medium-sized businesses
SaaS, online marketplace, and/or online advertising experience
Salesforce CRM and reporting