Job Overview
The Account Manager, Small Medium Business (SMB) manages PitchBook’s small, medium business customer relationships, working to build a sales strategy that leads to retention, renewals and customer satisfaction. They are dedicated to maximizing the value their clients receive from PitchBook by building relationships with key decision makers and are responsible for all aspects of their clients’ experience with PitchBook and will onboard, train, engage, grow and renew their book of clients.
Team Overview
Customers are King! Each and every day the Customer Success Team works to ensure that our clients are maximizing the value they receive from PitchBook. Onboarding, training, support, business development and renewals are handled by the Customer Success team. Customer Success does whatever it takes to ensure our customers achieve their goals and continue to grow their engagement with the PitchBook platform.
Outline of Duties and Responsibilities
· Act as primary point of contact and business partner for a dedicated portfolio of PitchBook’s key SMB clients via in-person meetings, phone and/or email.
· Achieve retention and sales goals measured monthly and quarterly while providing excellent client support.
· Identify opportunities to retain and grow existing user base within portfolio of accounts to achieve and consistently exceed retention and sales goals.
· Develop and own the retention strategy; define growth goals and execution plans to increase engagement and footprint with SMB clients and anticipate future needs.
· Acts as the go-to product expert for a dedicated portfolio of clients to ensure they derive value from the PitchBook platform.
· Onboard new users and conduct training sessions, including in person, designed to meet the individual business needs of each client.
· Conduct formal business reviews with each client designed to measure renewal probability, client satisfaction and to provide continual product education.
· Serve as an advocate for your clients by analyzing customer health and usage data to identify trends and opportunities to improve adoption.
· Efficiently and thoroughly manage your pipeline and oversee the renewal and upgrade process with each assigned account.
· Use Tableau to effectively manage client relationship through call logging, usage data monitoring and task management.
· Use Gong regularly to review client calls, provide product feedback and self-evaluate.
· Work continuously to document the details of each client interaction in Salesforce in order to improve the customer information and drive retention.
· Drive engagement with clients through personally crafted sequences and/or marketing provided materials via Highspot.
· Utilize Outreach to assist in regular and timely communication with clients as needed.
· Participate in monthly SMB meetings to share learnings, success stories and to improve processes.
· Support the vision and values of the company through role modeling and encouraging desired behaviors.
· Participate in various company initiatives and projects as requested.
Experience, Skills and Qualifications
· Bachelor’s degree or equivalent experience required.
· 2+ years of sales or account management experience.
· Proven ability to close deals with relevant stakeholders and oversee the end to end sales process.
· Prior experience with Salesforce or similar CRM to forecast sales and maintain updated records of client interactions.
· Have excellent verbal and written communication skills with a keen eye for detail.
· Exemplary presentation skills; comfortable to engage a diverse array of clients.
· Interest in the PE / VC marketplace preferred.
· Curious, able and interested to learn about client needs.
· Organized with terrific prioritization skills.
· Self-motivated, persistent, goal-oriented attitude and can work effectively as part of a team.
· Possessing strong negotiation skills, persistence and resiliency.
· Proficiency with the Microsoft Office suite including in-depth knowledge of Outlook, Word and Excel with the ability to pick up new systems and software easily.
Working Conditions
The job conditions for this position are in a standard office setting. Employees in this position use PC and phone on an on-going basis throughout the day. Limited corporate travel may be required to remote offices or other business meetings and events.
