Account Manager

 The Account Manager is responsible for driving customer retention, revenue expansion, and long-term account health within an assigned book of business. This role focuses on maximizing customer value by proactively managing renewals, identifying expansion opportunities, and ensuring clients fully adopt and realize value from Arbiters' platform.

The Account Manager generates Sales Approved Opportunities (SAOs) for the Account Executive team, owns the renewal process for assigned accounts, and plays a critical role in maintaining and improving Arbiter’s retention rate. Through regular engagement, such as Quarterly Business Reviews (QBRs), onboarding support, and ongoing strategic guidance, the Account Manager ensures customers are successfully onboarded, actively using the platform, and positioned to grow their Arbiter portfolio over time.

As the primary liaison and advocate for customers, the Account Manager delivers exceptional service, builds trusted partnerships, and ensures communications are timely, proactive, and focused on long-term success.

Essential Job Functions

• Drive Customer Retention & Expansion
  • Own the renewal process for assigned accounts, proactively mitigating churn risk and ensuring strong retention outcomes.
  • Identify, influence, and support upsell and cross-sell opportunities in partnership with Sales to expand revenue within existing accounts.
  • Actively manage each account to maintain or grow the overall revenue base.
• Customer Adoption
  • Guide and educate assigned clients to ensure successful adoption and ongoing utilization of Arbiter products.
  • Evaluate new client activation status and usage trends, proactively recommending solutions for various use cases.
  • Track and support key customer milestones such as test dates, registration dates, and other critical events.
• Relationship Management & Strategic Engagement
  • Develop, strengthen, and maintain long-lasting customer relationships through high-quality service and consistent communication.
  • Conduct QBRs and strategic check-ins to review performance, align on goals, and uncover opportunities for growth and optimization.
  • Ensure regular, documented touchpoints with each client to maintain engagement and visibility into account health.
• Customer Advocacy & Issue Resolution
  • Serve as the primary point of contact and advocate for clients, responding to escalations in a manner that builds trust and loyalty.
  • Assist with high-priority requests and issue escalations to ensure timely resolution and customer satisfaction.
  • Communicate relevant product updates and release notes to clients, highlighting enhancements that impact their business.
• Operational Excellence & Collaboration
  • Forecast and track key account metrics related to retention, expansion, and customer health.
  • Develop and maintain deep product knowledge across the Arbiter product line.
  • Report bugs, product feedback, and feature enhancement requests to the Product Management team to improve the customer experience.
  • Efficiently manage daily client communications via email and phone with a focus on responsiveness and clarity.

Requirements

Qualifications:

• Bachelor’s Degree or equivalent work experience required.
• A minimum of two years experience as a SaaS Account Manager is preferred.
• Self-motivated, proactive, and detail-oriented, with the ability to complete projects on time with minimal supervision.
• Ability to work in a fast-paced environment and work on multiple projects simultaneously.
• Ability to communicate clearly and timely with customers.
• Ability to maintain each client’s revenue base and assist Sales in the upsell of additional products and services. 
• Excellent listening, reasoning, presentation, verbal, and written communications skills.
• Cellphone or personal device to receive MFA (multi-factor authentication) texts or calls.
• Have an internet connection that’s adequate for their job, a minimum of 10Mbps down.