Role Overview:
The Account Management (AM) SMB role is newer within the Customer Success organization at Apollo.io. We are looking for someone who can thrive with a high level of ambiguity and change while maintaining a customer-centric approach at scale. In this role, you will act as the primary and often sole point of contact for a Tier 3 SMB customer portfolio and will be responsible for continuous activation and use case expansion across your book of business.
Key Responsibilities: Close Incremental Business Opportunities: Identify and close expansion opportunities within Tier 3 SMB accounts. Drive Value and Growth: Conduct virtual meetings, including enablement and product activation sessions and business reviews, to drive value and growth with customers. Portfolio Ownership: Maintain a high level of organization and attention to detail, taking ownership of customer situations and seeing them through to resolution. Collaborate Cross-Functionally: Work closely with internal teams to ensure a seamless customer experience. Core Competencies: Customer-Centric Mentality: Balance customer needs with business objectives. Product Aptitude: Enthusiastically explore product capabilities to drive usage and adoption. Revenue Mindset: Proven ability to generate pipeline and close revenue through upsell, cross-sell, and upgrades. Curiosity: Eagerness to learn about sales tech, customer business models, and industry trends. Cross-Functional Collaboration: Ability to work effectively with internal teams to achieve mutual success. Qualifications: 2-4 years of experience in B2B SaaS sales, preferably in product-led growth environments. Proven track record of consistently meeting monthly or quarterly revenue targets. Experience in developing a 3x pipeline through a blend of inbound leads and targeted account planning. Comfortable identifying additional use cases and expansion opportunities. Experience working cross-functionally with customer success, support, marketing, legal, and product teams. Goals & Activity Expectations: Achieve Monthly Revenue Targets: Consistently meet or exceed monthly revenue targets as a fully-ramped account manager. Achieve Monthly Seat Expansion Targets: Consistently meet or exceed monthly seat expansions targets as a fully-ramped account manager Generate 3x Pipeline Coverage: Develop and maintain a pipeline that is three times the coverage needed, based on a 40% win rate. Account Plans Development: Create detailed account plans for the top 10% of your book of accounts, focusing on growth strategies and potential opportunities. Drive Product Activation: Conduct in-depth analysis of accounts' current usage to identify opportunities for product activation and increased adoption. Schedule Customer Meetings: Conduct at pace (pre determined) customer meetings per week to engage with and understand customer needs and opportunities. Deliver on Account Touches: Make at pace (pre determined) account touches per week to ensure consistent and proactive customer engagement.
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