Account Manager

Job Description - Account Manager  

Reports To: Senior Director of Account Management

Department: Account Management
Location: Remote

Position Type: Full-Time

Position Summary

AxisCare is building a new Account Management function, and this Account Manager will join an early Account Management team with the opportunity to help build and shape the role and department. This role owns AxisCare's key accounts, not just executing contract renewals, but proactively growing net revenue retention (NRR) by identifying and offering strategic add-ons that increase monthly recurring revenue.  The Account Manager will own an initiative to identify white space within strategic customer accounts, uncovering opportunities where the customer could benefit from additional add-on services and/or integrations at the time of renewal, and will engage solutions engineers across the relevant product lines, including RCM, payments, AI, data add-ons, and preferred partnerships, to support execution.  

The ideal candidate will be able to plan strategically for their book of business as well as manage the detailed actions of account planning and contract negotiation. The Account Manager role will work as a partner with the CSM role. As an Account Manager you will be accountable for Net Revenue Retention and will be accountable for the client activities required to achieve strong NRR such as renewal management, expansion identification, opportunity qualification, scoping, negotiation, and handling off-cycle cancellation and renegotiation requests. 

Key Responsibilities

• Own the commercial aspects of AxisCare's key accounts end-to-end, including contract renewals, pricing conversations, and strategic expansion  
• Identify and execute opportunities to grow NRR  
• Own opportunity management, become a subject matter expert on add-on opportunities, and coordinate with supporting resources as they become available (i.e. Solution Engineering, business unit SME’s, etc.) to bring those opportunities to closed won. 
• Proactively manage renewal timelines; communicate renewal terms and pricing updates to customers 
• Negotiate contract renewals, pricing increases, and amendments with professionalism and tact while reinforcing product value 
• Serve as the owner for inbound cancellation and off-cycle renegotiation requests, leading save and retention efforts, coordinating with Customer Success and Finance, and documenting churn reasons and outcomes 
• Partner with Sales Management and Legal to review non-standard terms and maintain consistent contract language 
• Collaborate with Sales and Customer Success to ensure strong customer health, knowledge transfer, and the identification of expansion opportunities  
• Provide contract and account-related reporting and insights to leadership 
• Identify opportunities to improve contract workflows, renewal processes, and documentation accuracy 
• Uphold compliance with internal controls, approval workflows, and data handling standards 
• Provide insight to help refine contract templates and renewal communication processes 
• As an early member of a growing Account Management team, help build and shape the processes, tools, and strategy for the function 
• Own and report on key performance indicators, including: 
  • Net revenue retention (NRR) and Gross revenue retention (GRR) 
  • Add-on attach rate at renewal 
  • Renewal rate 
  • Bookings/contract adjustments from renewals 
  • Churn reasons  

What We're Looking For (Minimum Qualifications)

• At least two years of experience in contract renewals
  
• Highly skilled in the art of negotiation, with the thick skin needed to navigate pricing uplift conversations
  
  
• Excellent written and verbal communication skills, with the ability to build rapport and keep customers satisfied while executing a price uplift
  
  
• Strong organizational and multitasking abilities, with the ability to manage numerous accounts and contracts simultaneously
  
  
• Collaborative, cross-functional mindset, comfortable working with Finance, Sales, Customer Success, Solutions Engineers, and legal counsel
  
  
• Ability to analyze account and contract data to identify NRR growth opportunities
  
  
• Experience with HubSpot preferred,
  ChurnZero a plus
  
  
• Proficiency with Microsoft Excel
   

Working Conditions 

• Manual dexterity required to use desktop computer and peripherals.
• Utilization of software and email to perform job functions.
• Will need to conduct camera-on videoconferencing for customer calls.  

Compensation and Benefits  

• Competitive salary and comprehensive benefits package.
• Medical insurance premiums are covered in full for the employee (Medical, Dental and Vision)  
• 401K with competitive company matching.
• Personal time off, sick leave, and holidays.
• Company will provide laptop and other needed computer equipment. 

About AxisCare
According to Pew Research, roughly 10,000 baby boomers turn 65 every day, and the American Society on Aging calculated that an American has a 70% chance of needing help with activities of daily living such as dressing, bathing, hygiene, etc. This has led to an unprecedented increase in Home Care agencies in the U.S. and abroad who strive to help those who have difficulty helping themselves, specifically offering non-medical (also referred to as non-skilled) services to seniors in their homes.

AxisCare was started in 2011 by industry leaders to help meet the demand for a more userfriendly and mobile-compatible solution. Our product is a web-based management platform that helps agencies manage CRM and marketing, Caregiver/Client scheduling, billing, payroll and much more. Headquartered in Waco, TX, AxisCare has clients in all 50 states as well as 7 other countries. We are a fast-growing company seeking high-performing individuals looking for a fast-paced, autonomous working environment.