Position Title: Account Manager

Department: Sales

Reports to: Head of Account Management

Job Type: Full-time

Company Description:

BuildFire is an all-inclusive Mobile App Development platform that takes the headache out of building a mobile app for your company. Expert app strategy, development and support from a trusted partner in your success. With over 10,000 mobile apps built, BuildFire gives your business the confidence and tools it needs to thrive in today’s competitive mobile market.

Position Summary:

BuildFire is excited to be growing our Account Management team. We are currently looking for an Account Manager to join our very busy team to manage a book of business from onboarding through renewal.

This is a great opportunity to utilize your Customer Service, Account Management, Sales and Employee Satisfaction experience to help our clients meet and exceed their goals. This position picks up where the Sales team leaves off. You will continue to deliver the best in class customer experience for companies that want to grow their business through a mobile app.

Preferred Professional Experience:

  • 3+ years of successful client interaction
    • Preferably in a Account Management, Client Success and/or Project Management capacity working for a SaaS Company
    • Preferably in a technical software capacity
  • Tech:
    • Experience using Salesforce and or Pardot highly preferred
    • Experience with Groove
    • Experience with G-Suite
  • Has thrived in a remote work environment
  • Proven experience problem solving and providing custom solutions to prospects

The Role:

  • Own a book of business and be the strategic business partner for roughly 150 accounts
    • Responsible for quarterly business reviews
    • Be a resource throughout the full post sales customer journey
      • Introduce and collaborate on Joint Impact Plans with the customer to better understand what success looks like
      • Introduce strategies based on the customer needs to best understand the mobile app space and provide advice for success
    • Bubble up red flags before they become issues
  • Send out Voice of the Customer surveys
    • Collect onboarding, product, customer service, etc feedback and convey that feedback with the appropriate team within BuildFire
  • Work with support and product teams to combat clients bugs and help communicate updates and fixes on the customers issue
  • Create How-To-Tutorials and Strategy Videos at scale (add to Kajabi)
  • Host monthly strategy webinars to help clients drive more end user engagement with their mobile apps
  • Collaborate on client newsletters highlighting strategies, industry trends, new product features and more
  • Create and maintain Account Usage reports using internal Data Warehouse and Salesforce
  • Identify up-sell opportunities for subscription upgrades, custom development projects and professional services contracts
  • Maintain and update Salesforce with all notes and contact changes

KPIs:

  • Maintain appropriate CSAT (Customer Satisfaction Score) for onboarding customers
  • Maintain appropriate Churn percentage
  • Maintain prescribed number of activities as defined by the first year user journey
  • Host prescribed number of monthly webinars for the customer base
  • Collaboration and participation in creating content, newsletter/s and strategy videos for your book of business
  • Maintain all records and activities via Quip and Salesforce

Location:

  • This is a remote position but required to be in CA, AZ, TN & TX