Responsibilities

• Own the relationship and ultimate success of a portfolio of ID.me’s top Federal customers, including initial onboarding, strategy development, product optimization, and retention
• Develop a trusted advisor relationship with clients, understanding their business strategy and KPIs
• Deliver next-level results and service while continuously considering creative solutions to improve products and increase adoption
• Serve as your clients’ advocate internally by liaising with senior leaders across ID.me including sales, marketing, product, engineering, and support
• Maximize value for your clients by influencing decision-makers to implement ID.me according to best practices and by leveraging our entire suite of services
• Transform clients into champions by maintaining high levels of engagement and communication, conducting routine performance reporting, strategic planning, and business reviews
• Drive customer advocacy in the form of net promoter score (NPS), case studies, testimonials, and referrals 
• Contribute to the evolution our of process and product through organized and data-driven communication
• Effectively identify, respond and resolve integration issues and renewal risk both independently and through collaboration with ID.me teammates

Qualifications

• At least two years of experience in Customer Success, Account Management, Strategic Partnership, Business Development, or related area within p or related markets
• Demonstrated success in fast-based and demanding environments – you relish adversity, overcoming obstacles and solving challenging problems
• Strong communication skills and high EQ makes you patient, tact, resilient, and equally effective in building consensus and de-escalating conflict
• Detail-oriented with the ability to learn quickly and manage multiple relationships while setting priorities and remaining organized 
• Strong quantitative and analytical skills with the capacity to independently build convincing, data-driven proposals
• Proactive, confident and energetic attitude with the desire to be a key player on a high-performing, fun-loving team
• Entrepreneurial spirit with a healthy dose of humility
• Travel expectations up to 25%

THIS IS A REMOTE POSITION, BUT THE CANDIDATE MUST BE LOCATED IN THE EASTERN TIME ZONE TO BE CONSIDERED. THE IDEAL CANDIDATE WILL BE LOCATED IN THE BALTIMORE, VIRGINIA, WASHINGTON D.C. OR GREATER MARYLAND AREA.