At Onboard, ensuring our customers receive the most value for their investment is our #1 priority. The Enterprise Account Manager is responsible for both the revenue component of this ROI as well as providing a world-class customer experience. This person serves as the main post-sale point of contact for our Owners (primary customer persona) and is invested in creating meaningful, long-term relationships with their account stakeholders.

Core Responsibilities

• Serve as the main point of contact for all matters related to the customers concerns and needs (daily motions and escalations)
• Build and strengthen customer relationships to achieve long-term partnerships, expanded portfolios, and create a tribe of Onboard advocates
• Owns ‘revenue related' aspects of the post-sale customer life-cycle
• Meet or exceed core AM KPI's, including but not limited to net retention
• Maintain accurate account records, notes, reports, and the like
• Effectively manage internal stakeholder expectations on account performance and foster a culture of healthy collaboration with cross-functional peers
• Be an expert in Onboard product, services, our customer personas, and our industry (proptech)
• Meet internal SLA's and KPI's around customer communications, account performance, and contractual deliverables
• Use data and expertise to proactively identify and mitigate account risk, and at the other end of the spectrum, identify expansion opportunities for sales counterparts
• Be a point of escalation for customer issues, internal roadblocks, or other considerations as needed

Qualifications

• Prior experience with account management, customer success, sales, project management, or services leadership
• Proficiency with spreadsheets, audits, and other financial performance basics
• Exceptional organizational and executive communication skills
• Posses competency in: Agility, Empathy, Curiosity, Proactive Problem-solving, Tech