SMB Account Manager

About Toptal

Toptal is a global network of top talent in business, design, and technology that enables companies to scale their teams, on-demand. With $200+ million in annual revenue and team members based around the globe, Toptal is the world’s largest fully remote workforce.

We take the best elements of virtual teams and combine them with a support structure that encourages innovation, social interaction, and fun. We see no borders, move at a fast pace, and are never afraid to break the mold.

Job Summary:

This key role on Toptal’s Client Services team works with a diverse portfolio of SMB accounts (up to $2B in revenue), strategically engaging with clients to open new buying centers and maximize value from their Toptal partnership. The focus for this role is on expanding existing Toptal business – growing strong client relationships, understanding client needs, and uncovering new opportunities for engagement.

As an SMB Account Manager, you will learn the ins and outs of your clients’ business and recommend innovative solutions, leveraging our best-in-class network of technical talent, including marketing, finance, and management consulting experts. In this role, you will work both independently and collaboratively to achieve revenue targets while attaining exemplary client satisfaction.

SMB Account Managers are key players in the development of Toptal’s SMB business and they focus on the creation and execution of client account plans in order to drive company revenue growth. In this role, you will develop strategies to establish mutually beneficial, long-term relationships with clients and position Toptal as a trusted talent partner, offering expertise and guidance on best practices, industry trends, and potential solutions to help clients achieve their desired outcomes. The Account Manager role is integral in the continued success of Toptal and achieving the company’s rapid growth goals.

This is a remote position. We do not offer visa sponsorship or assistance. Resumes and communication must be submitted in English.

Responsibilities:

The following information is intended to describe the general nature and level of work being performed. It is not intended to be an exhaustive list of all duties, responsibilities, or required skills.

• Understand the clients’ goals, objectives, and challenges, and provide guidance and support to ensure satisfaction.
• Prospect, educate, qualify, and develop leads and opportunities from active accounts, engaging prospects both via phone and email to uncover new business.
• Provide ongoing support and guidance to clients throughout the project lifecycle, addressing any concerns or issues that may arise.
• Conduct regular check-ins and status updates with clients and talent to gather feedback, assess satisfaction levels, and identify areas for improvement.
• Collaborate with internal teams to resolve any client issues or escalations, ensuring timely and effective resolution.
• Provide strategic recommendations and insights to clients based on software development best practices and the clients’ business objectives.
• Customize and send emails tied to Salesloft cadences, where applicable for your portfolio of accounts.
• Monitor demand signals and execute on associated tasks to provide additional uncovered value for clients.
• Identify opportunities for upselling or cross-selling additional services or products to existing clients, based on their needs and priorities.
• Input opportunities into Salesforce and track your portfolio pipeline and associated revenue.
• Monitor client satisfaction and retention rates, taking proactive measures to enhance client loyalty and mitigate churn.
• Stay updated on industry trends, competitor activities, and emerging technologies to provide valuable insights and recommendations to clients.
• Collaborate with the Talent Operations and Delivery teams on contract renewals, negotiations, and extensions, ensuring a smooth transition and continued partnership.
  
  

In the first week, expect to:

• Onboard and integrate into Toptal.
• Meet colleagues in our Customer, Talent, and Operational teams to begin your onboarding journey at Toptal.
  
  

In the first month, expect to:

• Complete our personalized sales training program, complete with mock calls and role-play scenarios.
• Begin Toptal’s vertical-specific training, getting familiar with the full range of offerings we make available to our clients.
• Start engaging in client calls, understanding the business partners involved in the relationship on both sides, and identifying where we can help partner companies grow.
  
  

In the first three months, expect to:

• Complete all onboarding training.
• Complete introductory calls with the clients in your portfolio and establish or update account plans for each.
• Establish a working cadence with key clients, business partners, and team members in these accounts, while exercising discretion and independent judgment.
• Uncover new opportunities with clients that result in revenue-generating engagements for Toptal.
• Provide delivery oversight for all work on managed accounts, ensuring customer satisfaction, and supporting the talent working on your client engagements.
  
  

In the first six months, expect to:

• Build upon existing client relationships, expand Toptal’s partnership with existing accounts, and execute on new strategic account plans you’ve created.
• Expand the scope of engagements for all accounts to incorporate new verticals and new projects.
• Establish a clear pattern of business growth across your account portfolio.
  
  

In the first year, expect to:

• Have built an incredible client account portfolio, with a proven history of successful delivery, satisfied clients, and happy talent team members.
• Begin to mentor new members of the team, helping them learn about Toptal, our model and how proper account management practices can improve relationships and increase revenue.
• Continue to expand an account portfolio, accelerate growth in current accounts, and utilize the full suite of capabilities Toptal has to offer.
  
  

Qualifications and Job Requirements:

• Bachelor’s degree is required.
• 3+ years of experience in an Account Management role with a demonstrated history of overachieving revenue-based quotas and showcasing a profound understanding of client needs and fostering positive relationships.
• 1+ years of experience in a software consulting or tech sales role, demonstrating proficiency in navigating the software project management life cycle.
• Comprehensive ability to quickly understand client intent/needs and convert them into actionable material and detailed content for sales proposals or client calls.
• Client-Centric. Be driven to build strong relationships and be committed to the client’s success. This extends to the talent we provide, the experience we offer, and the outcomes we deliver.
• Growth mindset. Consistently looking to learn, grow and improve skills. Interested in receiving coaching to better realize personal and professional growth.
• Critical thinker. Have the capability to critically think through the challenges clients face and business challenges. Apply this understanding to build opportunities to develop those accounts.
• Competitive. Competitive with yourself to be a better version than you were yesterday.
• Belief in disciplined adherence to process and clear understanding that success in a high-volume sales role requires the ability to consistently execute day in and day out.
• Optimistic and ambitious in the face of change – promoting new sales offerings, updating strategies to drive growth, and hitting challenging targets.
• Proactive. A self-starter that will exhibit ownership of accounts, including successes, and failures, while also understanding our mission and doing the work required to drive us to that goal, without being told. Not reactive, but anticipates roadblocks, and thinks several steps ahead of a problem.
• Collaborative. Nothing we do is done in isolation. Success at Toptal is determined by being able to work as a team both within Toptal and within client accounts.
• Self-motivated, quick-thinking, with the ability to thrive in a fast-paced work environment. Having exceptional time management skills is required to achieve success in this role.
• You don’t take yourself too seriously; you have a sense of humor and are comfortable with sarcasm. This position does sit on our Sales team, after all.
• Regular or periodic travel to meet and engage with Toptal clients and customers both inside and outside of your geographic location.
• Outstanding written and verbal communication skills.
• Ability to work in a fast-paced, rapidly growing company and handle a wide variety of challenges, deadlines, and a diverse array of contacts.
• You must be a world-class individual contributor to thrive at Toptal. You will not be here just to tell other people what to do.
  
  

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