Hybrid Account Manager

at APS Payroll

• Job title: Account Manager
• Job type: Full Time
• Experience level: Junior, Mid level
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Little Rock, United States

About the role

• Account Manager responsible for managing client relationships and driving revenue growth for payroll and HR solutions company. Engaging clients in the SaaS HCM space to ensure satisfaction and identify expansion opportunities.

Responsibilities

• Client Relationship Management: The focus of client relationship management is user adoption, renewals, expansion of service, proactive and reactive involvement with the Customer Health Score Initiative.
• Revenue Retention: Reactively and proactively manage accounts to prevent churn by understanding client pain points, addressing service concerns, and implementing strategies to increase client satisfaction and engagement.
• Revenue Expansion: Identify and pursue upsell and cross-sell opportunities within the client base, positioning additional products or features that align with client needs and support their business goals.
• Account Planning & Strategy: Develop and execute strategic account plans, as needed for clients, setting retention and expansion goals, tracking client engagement, and prioritizing activities to maximize revenue potential.
• Product Knowledge & Solution Selling: Stay up-to-date on product offerings, industry trends, and competitive landscape. Use this knowledge to effectively communicate product value and demonstrate how our solutions address client needs.
• Quarterly Business Reviews (QBRs): Conduct QBRs with clients on an as needed basis to review their usage, share best practices, introduce new features, and discuss opportunities for optimization and growth.
• Cross-functional Collaboration: Work closely with the Product and Client Services Teams to facilitate the resolution of client issues, enhance the client experience, and coordinate on driving client retention.
• Client Satisfaction & Feedback Gathering: Monitor client satisfaction through surveys, direct feedback, and other methods. Relay insights to internal teams to ensure our focus on client retention.
• Pipeline Management & Forecasting: Maintain an accurate pipeline of upsell and cross-sell opportunities, using CRM tools to document activities and provide reliable forecasts for revenue growth.
• Renewals Management: Ensure timely renewal of contracts by engaging with clients well before contract expiration, discussing renewal terms, and handling any questions or concerns related to the renewal process.
• Travel is required as needed.
• Other responsibilities as needed or assigned.

Requirements

• Bachelor’s degree in Business, Marketing, or a related field; or equivalent experience
• 2+ years of experience in account management, sales, or client success in the SaaS industry, preferably within HCM
• Proven track record in revenue retention and expansion, with a focus on upselling and cross-selling to existing clients
• Strong interpersonal and relationship-building skills with the ability to influence stakeholders at all levels
• Excellent communication and presentation skills, with a focus on consultative selling and value-based client interactions
• Ability to work independently, prioritize tasks effectively, and manage multiple clients in a fast-paced environment
• Proficiency in CRM software (e.g., Salesforce) and other sales management tools
• Experience in the HCM industry, with knowledge of HRIS, payroll, benefits administration, or similar systems
• Familiarity with account planning and the customer success lifecycle, including customer health metrics and churn prevention strategies
• Data-driven mindset with strong analytical skills for managing retention and expansion KPIs
• Strong client centric focus
• Demonstration of outstanding communication skills internally and externally, across teams and functions
• Strong ability to manage multiple projects and tasks and meet deadlines
• Strong written and verbal communication skills for communicating progress at each phase of development as appropriate, including published roadmaps, requirements and other information
• Strong planning and organizing skills and attention to details
• High degree of both technical expertise and business acumen
• Ability to work with people and work as part of a team
• Must be able to work in an environment in which constant deadlines exist
• Must be able to work the hours necessary to successfully perform in this position
• Must understand all company guidelines, procedures, and workflow.
• Must be willing to embrace the APS culture which includes respect, communication, team work, client focus, continuous change, training and other learning opportunities.

Benefits

• Medical, Dental & Vision Insurance (employee only tier of coverage for medical and vision paid at 100% by APS)
• Short Term Disability (short term disability paid at 100% by APS for employee)
• Long Term Disability
• Life Insurance
• 401(k) for Retirement (eligible after 3 months of employment; employer match/no vesting schedule)
• Paid time off (PTO)
• Holiday paid time off