Account Manager

Summary

AxisCare is a provider of web-based home care management software for agencies. The Account Manager will manage key accounts end-to-end, drive renewals and net revenue retention, identify expansion opportunities, negotiate contracts, and help build the company’s Account Management processes and strategy.

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

Skills

• 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
• Proficiency with Microsoft Excel
• 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
• Experience with HubSpot preferred
• ChurnZero a plus

Qualifications

Must Haves

• 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
• Proficiency with Microsoft Excel
• 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

Nice to Haves

• Experience with HubSpot preferred
• ChurnZero a plus

Benefits

• 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.