Lead Account Manager, SMB

About Procare

For over 30 years, Procare Solutions has been dedicated to empowering early childhood educators by providing products and services that enable them to focus on the care, safety and education of children.  We recognize the responsibility that comes with nurturing and educating children, which is why our child care management solutions are designed to automate business processes, help ensure safety and compliance, communicate with families and provide educational resources and training to help teachers and children thrive.

Over 40,000 satisfied customers have chosen Procare Solutions as their trusted partner in providing exceptional care for young minds. 

A little about the role…

The Lead Account Manager, SMB supports childcare organizations from post-acquisition through successful on-boarding/installation. Point-of-Contact for all needs post-close, including the successful outcome of new customer software installation, ensuring awareness of Procare Software’s Support offerings and additional services. The Lead Account Manager provides excellent customer service to current and prospective customers. In addition, the Lead Account Manager will also work directly with the Director of Customer success, to help drive projects, reporting and other tactical needs to support the SMB Account Management organization.

What You Will Do…

• Establish and manage and advisory relationship with the existing customer to address their concerns and sell additional products and services to meet their operational needs
• Review product and service performance with customers to ensure satisfaction 
• Conduct customer training to optimize the utilization and effectiveness of the products and services they buy, educating them on the cost effectiveness of the products and services 
• Achieve established sales goals by reaching out to existing clients for additional sales opportunities 
• Achieve established performance and sales expectations. Own overall relationship with assigned SMB clients, including: New sales, increasing adoption, ensuring retention and satisfaction 
• Establish a trusted/strategic advisor relationship with each client and key personnel and drive continued value of our products and services 
• Ensure ongoing training and awareness of Procare feature/functionality
• Develop, prepare, and nurture the customer for advocacy 
• Work with clients to establish critical goals, or other KPI’s and aid the customer in achieving those goals. 
• Advocate customer needs/issues cross-departmentally, manage and resolve disputes 
• Liaising with internal departments and key client personnel to ensure needs are fulfilled effectively: Primary point of contact for Support, Billing, Product 
• Conduct business reviews with clients to ensure satisfaction with products and services 
• Participate in client meetings to build relationships with existing accounts 
• Escalating and resolving areas of concern raised by clients
• Facilitate client satisfaction surveys and reviews 
• Proactive outreach to existing Enterprise clients for additional sales opportunities 
• Update CRM/BAM with all activity/opportunity/correspondence 
• Quarterly review of key personnel and executive’s staff to ensure changes/additions are known 
• Achieve client relationship targets and KPI’s 
• Frequency – Monthly phone call check-in to key personnel at a minimum with additional touches/correspondence as needed for projects/etc 
• Data review and integrity – help review account and churn data to minimize inconsistencies and provide more reliable data subsets
• Reporting – own key monthly reporting updates and metrics to be provided to leadership
• Training – provide training to other SMB AMs to further develop product and process expertise
• Account Management Process SME – become a primary point of contact for SMB Account Managers and other Procare departments

Our Ideal Candidate Will Have…

• Proven work experience as an Account Manager, Key Account Manager, Sales
• Account Manager, Junior Account Manager or relevant customer facing role 
• Excellent verbal and written communication skills
• Excellent organizational skills and attention to detail
• Strong analytical and problem-solving skills
• Proficient with Microsoft Office Suite or related software
• College degree preferred or equivalent work experience
• Minimum 3 years' in an account management role that includes maintaining the customer relationship while meeting sales quotas
• Self-motivated, enthusiastic, and positive personality required

Why Procare?

• Excellent comprehensive benefits packages including: medical, dental, & vision plans - choose the plan best for you
• HSA option with employer contributions of $50/month
• Vacation time, holidays, sick days, volunteer & personal days
• Paid Parental Leave
• 401(k) Plan with employer match and immediate vesting
• Employee Stock Purchase Plan
• Employee Discount Program
• Medical, Dependent Care, and Transportation FSA Plans
• Company paid Short and Long-Term disability and Life Insurance
• RTD EcoPass for all Denver employees
• Tuition Reimbursement up to $2,000/year and continued Professional Development
• Free access to our Employee Assistance Program with 24/7 live support
• Casual workplace environment
• Some meals provided
• Voluntary Pet Insurance
• Prime downtown location close to restaurants and entertainment
• Promote from within - excellent career paths

Salary

$65,000-$80,000/year DOE

Location

While our preference is a candidate located in Denver, CO, this role is open to remote candidates in the following states: AL, AZ, CA, CO, CT, FL, GA, ID, IL, IN, IA, KY, ME, MD, MA, MI, MN, MO, NV, NJ, NY, NC, OH, OR, PA, TN, TX, VA, WA, WI.