Account Manager

FranConnect is the leading franchise and multi-unit management software provider. For 20 years, the FranConnect platform has served as the sales, operations, and marketing backbone for over 1500 brands worldwide. Nine of the Franchise Times Top 10 Fastest-Growing franchise businesses rely on FranConnect to drive growth, improve profitability, and streamline operational performance. FranConnect customers span all sizes, growth phases, and industries and they grow 44% faster on average than the broader franchising market. Backed by private-equity investor Serent Capital, FranConnect is headquartered in Herndon, Virginia, with global offices in Australia, India, Colombia and Canada. For more information on FranConnect, visit www.franconnect.com.

Job Overview

FranConnect is seeking an experienced SaaS Account Manager to maintain strategic, mutually beneficial relationships with our mid-market customers. In this role, you will be responsible for customer retention and expansion while driving adoption of our solutions. You will take ownership of the relationship with key customers and decision-makers within your assigned book of business and collaborate with other departments to help our clients achieve their business goals.

Principal Duties and Essential Responsibilities

• Act as a trusted advisor and strategic partner to assigned accounts, developing long-term partnerships with key stakeholders.
• Identify and lead up-sell and cross-sell opportunities to drive new business growth within existing accounts, combining the skills of a hunter and a farmer.
• Work assigned territory to build robust pipeline in order to achieve quota. This requires prospecting and outreach to potential new business.
• Maintain a deep understanding of FranConnect products, industry knowledge, and franchising trends to drive customer engagement and product adoption on relevant features and functionality.
• Ensure healthy, metrics-based customer engagement by identifying underutilization and providing solutions to enhance customer success.
• Lead solutions development efforts that align with customer needs and coordinate internal stakeholders' involvement.
• Collaborate with the Client Success team to build and deliver Quarterly Business Reviews to your clients.
• Enhance client engagement, satisfaction, and overall service to maximize the client experience and ROI within existing FranConnect accounts.
• Identify and communicate any risks that could impact the success of the contract life cycle or the client relationship, escalating as needed.
• Some travel to conferences and on-site client meetings.

Requirements

Only submit an application if this is you:

You must have core quota carrying experience, upselling and expanding current customer accounts, for a SaaS company.

You are gritty, nimble, and relentless in your pursuit of success, consistently demonstrating adaptability in a fast-paced environment. You possess a deep understanding of the importance of selling value over features, focusing on delivering meaningful solutions that align with client needs. Passionate about winning, you combine strategic thinking with a proactive approach to build strong relationships, identify opportunities, and drive impactful outcomes. This is a role for someone eager to make a difference and succeed in a competitive landscape.

• 3 years of experience in account management, sales, and/or customer success; must have worked in a SaaS/tech environment.
• Experience in supporting enterprise-level software solutions, that are multi-modular and solve multiple company pain points.
• Proven track record of hitting monthly/quarterly/annual quota.
• Experience selling throughout the business chain from lower-to-executive levels.
• Ability to multi-task by working active deals and continuing to prospect and build new pipeline.
• Experience using CRM or Account Management software (Salesforce).
• Strong interpersonal skills, including effective listening and professional communication under pressure.
• Exceptional verbal and written communication skills.
• Ability to work efficiently in a constantly changing and growing environment where creative and unique solutions are desired.
• Bachelor's degree.