What are the responsibilities and job description for the Account Manager position at Quilt Software Brands?

About Quilt Software

Ever wondered how your favorite local shops compete with the big guys? That's where we come in. We're Quilt Software, providing Main Street's unsung heroes - from quirky cheese shops to family-run jewelry stores - with the tools they need to compete. Last year, we helped 14,000 shops make over $2 billion in sales with our family of industry-specific software solutions.

If you get a kick out of supporting local businesses, love great software, and want to be part of a company that's powering Main Street, we'd love to chat. Come join us in our quest to keep local retail not just alive, but thriving!

Job Overview

As an Account Manager, you will be the primary point of contact for a portfolio of our valued clients. You will be responsible for building and maintaining strong relationships, ensuring client satisfaction, identifying opportunities for growth, and ultimately driving retention and expansion revenue. You will be a trusted advisor to your clients, helping them achieve maximum value from our software products and services.

This role is based out of our office in Provo, UT.

Responsibilities

Relationship Management :

Build and nurture strong, long-lasting relationships with key stakeholders within client accounts.

Proactively engage with clients to understand their business objectives, challenges, and needs.

Serve as a trusted advisor and advocate for clients within Rain.

Maintain VIP customer lists and update them with regular outreach.

Client Success & Retention :

Ensure clients achieve their desired outcomes and realize the full potential of our platform.

Monitor client health and identify at-risk accounts, taking proactive steps to address concerns and mitigate churn.

Collaborate with the Customer Support, Onboarding and Retention teams to ensure a seamless client experience.

Understand industry specific business model and challenges, offering tailored recommendations without overpromising customizations.

Revenue Growth & Expansion :

Identify upsell / cross-sell opportunities (e.g., premium features, additional services) to drive incremental revenue.

Work closely with the Product and Marketing teams to align on campaigns, product launches, and customer outreach strategies.

Data-Driven Decisions

Track and analyze key performance indicators (KPIs) such as merchant growth, transaction volume, churn rate, and Net Promoter Score (NPS).

Use insights from data to make recommendations on how merchants can optimize usage of the POS system to grow their business.

Provide regular reporting on account health and forecasts to senior leadership.

Process Improvement

Contribute to the development of scalable processes for onboarding, training, and ongoing account management.

Gather feedback from merchants to inform product roadmap and improve customer experience.

Collaborate with cross-functional teams (Sales, Product, Support, Marketing) to streamline merchant communications and product enhancements.

Qualifications

Required :

2-4 years of experience in Account Management, Customer Success, or a related role, preferably in the SaaS industry.

Proven track record of exceeding client expectations and driving customer satisfaction.

Strong understanding of SaaS business models and key metrics (e.g., churn, LTV, MRR).

Excellent communication, interpersonal, and presentation skills.

Ability to build rapport and establish trust with clients at all levels.

Strong analytical and problem-solving skills.

Proficiency in CRM software (e.g., Salesforce, HubSpot).

Preferred :

Bachelor's degree in Business Administration, Marketing or related.

Experience working with retailers or small businesses.

Familiarity with point of sale software, or other business management applications.

Experience with difficult customers / conflict resolution.

Soft Skills & Abilities

Exceptional communication and interpersonal skills-able to build rapport quickly with busy small business owners.

Critical thinking and problem-solving mindset; able to balance merchant needs with company goals.

High level of empathy and customer advocacy-understand the unique constraints of small shops.

Organized, detail-oriented, and self-motivated to manage multiple accounts and priorities effectively.

Salary : $60,000 - $75,000 variable comp, depending on experience

Salary : $60,000 - $75,000

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