The Account Manager will focus on acquiring new customers and managing a portfolio of 100+ accounts. Responsibilities include customer acquisition and sales, onboarding new clients, driving customer engagement and retention, identifying upselling opportunities, and gathering customer feedback to improve products. This role involves using analytics tools to track performance and ensuring customer satisfaction while meeting sales targets.
Role Overview
We are seeking an energetic and goal-driven Account Manager to join our team at Otter. In this role, you will be responsible for new customer acquisition, driving engagement, retention, and maximizing the monetization of a growing portfolio of 100+ active operator accounts. You’ll have the opportunity to work in a dynamic, fast-paced environment, supporting our customers in optimizing their experience and extracting maximum value from our products.
Key Responsibilities
- Customer Acquisition & Sales: Conduct high-quality outbound outreach to prospective customers from company-provided or self-sourced leads. Use value-based selling techniques to close deals and grow our customer base.
- Pipeline & Account Management: Build, manage, and track a robust customer pipeline in Salesforce, providing weekly reports on sales goals and performance. Achieve monthly sales targets for acquiring new customers.
- Customer Education & Activation: Onboard new customers, ensuring they understand the product's value and have the tools to maximize early lifecycle performance.
- Customer Retention & Engagement: Proactively manage a book of 100+ active customers, ensuring they consistently derive value from the product and maintain strong operational performance.
- Revenue Growth: Identify opportunities to upsell and expand accounts by introducing new products and features to high-performing customers.
- Product Feedback & Evolution: Capture customer feedback to improve product functionality and contribute to the continuous evolution of the product offering.
- Process & Analytics: Follow detailed internal processes to ensure success for customers. Use analytics tools (Google Sheets/Excel) to interpret data and drive customer success.
- Escalations & Advocacy: Handle customer escalations that could not be resolved by onboarding or support teams, advocating for the customer’s needs within the company.
Required Skills & Qualifications
- Education: Bachelor’s degree preferred, but not required.
- Experience: 0-3 years of relevant work experience. Previous experience in sales, customer success, or account management is a plus. Experience in the restaurant, food, SaaS, or tech industries is preferred.
- Competencies:
- Hustle & Resilience: Ability to thrive in a fast-paced, goal-oriented environment.
- Goal-Driven: A focus on meeting and exceeding sales targets and customer satisfaction metrics.
- Customer-Obsessed: Passion for delivering value to customers and ensuring their success.
- Analytically-Inclined: Comfortable working with data (Google Sheets/Excel) to track performance and drive insights.
- Commercial Acumen: Understanding of business operations and how to drive value through customer relationships.
- Preferred Experience:
- B2B sales, customer success, or account management in a fast-paced industry.
- Familiarity with tools like Salesforce or similar CRM systems.
- Experience with customer-facing data (basic spreadsheets or analytics) is a plus.
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