Account Manager at Sparrow

As an Account Manager at Sparrow, you’ll have the opportunity to help execute our vision and ensure that we are engaging with current customers in the moments that matter most. You will own a revenue target (both expansion and upselling), generate referrals, and work cross-functionally alongside internal stakeholders to be the voice of the customer for product and service enhancements.

Key Responsibilities:

• Focus on increasing product adoption, leading a positive customer experience, and driving growth through gross renewals and net retention improvements.
• Optimize customer lifecycle by driving programs and initiatives to improve engagement approaches based on customer segmentation.
• Identify growth and expansion opportunities within our existing customer base in order to achieve your revenue targets.
• Use raw customer data to identify ways to maintain a sensational customer experience.
• Reduce churn and drive new business growth through greater advocacy, referenceability, and referrals.
• Address escalated client issues with speed and urgency, orchestrating resources across the company as appropriate.
• Conduct strategic quarterly business reviews to ensure client satisfaction and uncover thematic opportunities for improvement.
• Work with the sales team as a solutions architect on sales calls to provide subject matter expertise and cross-functional resources to increase new sales conversions.

Qualifications:

• 5+ years experience within Renewal Management, Account Management, Customer Success, or Customer Experience, ideally within SaaS offerings.
• 2+ years experience in the leave of absence space, such as at a third-party administrator (TPA), disability or absence management carrier, leave management technology provider, or administering leave in-house.
• Experience in building strategic plans for engaging with customers to ensure we’re driving connection through thoughtful touchpoints in the moments that matter.
• Experience with high-touch strategic account management and a digital-first low-touch model. Understands how and when to apply each.
• Proven track record of achieving KPIs.
• Data-driven approach to designing processes and approaching your work.
• Highly effective communicator - able to build trust and rapport quickly, work well cross-functionally and drive effective customer/client meetings in a B2B market.
• Comfort with SQL is a plus.