Lead Account Manager, SMB

About Procare

Our mission is to simplify childcare operations and create meaningful connections by providing technology, expertise, and unparalleled service.

Procare Solutions is the #1 name in childcare software – used by more than 35,000 childcare businesses across the country. For over 30 years, childcare professionals have looked to Procare to provide real-time information for making critical decisions, maintaining compliance with local and state regulations, and adhering to business best practices.

We make childcare management run smoothly, so that our customers can spend more time focusing on the kiddos, not back office administrative duties.

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 Manager of Account Management, SMB to help drive projects, reporting, and other tactical needs to support the SMB Account Management organization.

What you will do

• Establish and manage an 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
• 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 clients for additional sales opportunities
• Update CRM with all activity/opportunity/correspondence
• Data review and integrity – help review account and churn data to minimize inconsistencies and provide more reliable data subsets.
• Training – provide training to other SMB AMs to further develop product and process expertise.
• Be a resource for questions within the SMB Team, including assisting with providing demo’s of Procare products.
• Take customer escalations from within the SMB Team to help bring resolution to customers

Requirements

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
• Ability to perform a demo of Procare products for existing customers
• College degree preferred or equivalent work experience
• Minimum 1 years in an account management role that includes maintaining the customer relationship while meeting sales quotas
• Self-motivated, enthusiastic, and positive personality required

Benefits

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
• 401K Plan with employer match and immediate vesting
• Medical, Dependent Care, and Transportation FSA Plans
• Paid Parental Leave
• 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

$72K-$78K + Variable

Location

This position can be based in our Denver office or fully remote.