Polished Geek
Account Manager / Customer Success Manager
Polished Geek, Burbank, California, United States, 91520
Are you a friendly, outgoing person who thrives on making a positive impact on everyone you encounter? Do you enjoy developing and nurturing client relationships that last, ones that lead to positive ROI for your client's businesses?At Polished Geek, we're looking for a USA-based Account Manager / Client Success Manager to create long-term, trusting relationships with our multi-million dollar existing book of business. The Account Manager at Polished Geek will not be simply a sales role. We are looking for someone who can leverage best practice CSM approaches and principles to collaboratively develop new business with our existing customers. You will actively seek, develop and close cross-sell and upsell opportunities, driving high Net Dollar Retention (NDR), reducing churn and improving client satisfaction with the monday․com platform.As with all roles at Polished Geek, we are a 100% remote team based all over the world. We are strongly committed to the health and well-being of our staff. This role will be USA-based. Applicants in NY are preferred.What You Will Do
Build a successful, data-driven customer journey for each client based on their unique needs.Proactively manage a portfolio of high growth potential accounts and become their trusted advisor and influencer.Possess a comprehensive understanding of monday․com products and solutions, and connect that knowledge directly to customer ROI.Analyze different data sources to understand the customer’s big picture.Proactively build and identify opportunity signals and generate expansion opportunities (up-sell, add-on, cross-sell, etc.)Learn to be an expert on the monday․com platform with a deep understanding of its capabilities and business value.Understand each client's unique business processes, workflows and objectives, and how those can be improved with the monday․com suite of products.Create and implement internal promotion programs within client organizations to generate awareness and drive usage of monday․com.Partner internally with Polished Geek and monday․com to ensure successful account management and uncover client inputs for both PG and the monday product teams.Engage 1:1 with new clients during onboarding, and target active and inactive clients at key points in the customer journey. Build quality relationships, handle account issues/concerns and ensure our clients get superior value out of their monday․com investment.Leverage tools and technology across multiple systems in our tech stack to ensure Polished Geek takes advantage of crucial touchpoints for all active and inactive clients utilizing innovative sales and marketing approaches.Deliver value to multiple accounts at once through 1:many programs, such as creating email campaigns, custom training/webinars, new collateral, and hosting office hours.Build deep knowledge with key clients to identify case studies and create a post-engagement report and other reports needed by Polished Geek and monday․com. This information will also be used to inform product development, marketing strategies and client support.Assist with product marketing and promotion activities to engage with existing clients, for example webinars, AMA webinars, client roundtables, etc.Prepare and deliver a regular cadence of high touch Client BDRs and Executive Review meetings for high value accounts.Develop a mitigation strategy to minimize churn and downgrade risks. Develop and manage account management SOPs and playbooks to ensure Polished Geek exceeds the NDR metrics set by monday․com.Partner in a highly collaborative manner with monday․com and Polished Geek's consulting team for client upsells, expansions and cross-sells.Position Requirements
4+ years of B2B SaaS sales and Account Management experience, particularly with mid- to enterprise-level accounts.3+ years experience in a B2B SaaS Client Success Management role.Experience managing a large book of business (200+ accounts) and developing techniques to identify, develop, nurture and prioritize the highest-value opportunities within that BoB.Proven and demonstrable track record of success in SaaS sales, with a particular emphasis on service expansion and upsells.Above all, you are a trusted advisor and consultative person who values helping clients succeed above all else—even if that means losing the sale.You have strong client-facing skills and can rapidly establish credibility with executives.You are quick to grasp and understand tech stack topics and possess a geeky mindset.You have a thirst for knowledge and are not afraid to ask for help from your peers, leaders or subordinates alike.You have high ethical standards and you work to establish and maintain trust with clients, partners and teammates.You are collaborative and have superb teamwork skills. You are not afraid or unwilling to roll your sleeves up and dig into whatever is needed, to create new methods and techniques to try new things and do things outside of your comfort zone. (Bonus points if you thrive on it!)You can read people in order to pivot and adapt to improve communication and strengthen relationships.You are adept at handling difficult conversations with ease and charisma.You have superb written and verbal communication skills and can lead all types of conversations with clients while keeping a goal-oriented mindset of improving account growth and account health.Native English speaker or fully fluent in American English.You are enthusiastic, energetic and passionate about learning and constantly evolving your knowledge and expertise.You reside in the USA (OR have legal residence in the US and are a digital nomad).You must have the legal right to work in the United States, even if you currently are outside the USA. Candidates from NY are preferred; other states will be considered based on the qualifications of the candidate.Ideal Candidates
Possess a comprehensive understanding of monday․com product solutions.Have 3+ years of experience in a B2B consulting organization in a similar SaaS-focused industry.Have extensive experience owning the full CSM+AM sales cycle end to end- from identifying expansion opportunities to building relationships with key stakeholders and negotiating and closing contracts.Love learning about new systems and keeping up with the latest changes and new features in an ever-changing environment.BA/BS degree.Key Metrics and Objectives for this Role
Net Dollar Retention (NDR)Churn rateNet Promoter Score (NPS)Client CSAT and SaaS health score with monday․comNew opportunity development inside our existing book of businessClient Partnership retention and satisfaction with Polished GeekCSM program development and continuous improvementReliable execution and delivery of all Client Success touchpoints and communicationWhat's In It for You?
Full time position with
Base Salary + Variable bonus structure - Base salary between $60k to $72k, plus 5-12% variable compensation annually based on NDR, churn rate, expansions and upsells and net renewals, paid every six months based on previous period results.Remote Work - We understand that sometimes you may need a change of scenery in life! Work from any alternative location as long as you prioritize safety and professionalism and can ensure a secure environment for all confidential information.Eligible for profit sharing participation after one year.Flexible Paid Time Off policy for everyday life events, plus 2 weeks paid vacation each year for first 2 years, then 3 weeks paid vacation for years 3+.Generous professional and personal development opportunities.Home office internet reimbursement.Note that due to our geographically diverse employment structure and small company size, our healthcare benefits are only available to employees living outside the USA. Qualifying employees receive 100% company paid SafetyWing Remote Health insurance (paid for employee only).Minimal travel (only for special events, training, conferences, etc).Who is Polished Geek?
At Polished Geek, we are truly a unique monday․com Partner agency. Our team of ICAgile certified experts includes senior business consultants, award-winning monday․com implementation consultants, API developers, trainers and lean Six Sigma process architects. We don't just implement monday․com products. Our team utilizes diverse skills in business process engineering, software integration, and change management and blends them with expert monday․com knowledge to help clients create powerful and scalable custom work management, CRM and product development solutions.The Polished Geek team is 100% remote and is based out of Sanford, NC. Our team members are located in multiple countries, including the United States plus Guatemala, Argentina, Mexico and the Philippines. The vast majority of our clients are based in the United States.Our team prides itself on providing high quality services and genuine care for the success of each and every client. We're a flexible organization where initiative is welcomed, and employees are encouraged to grow their roles in the direction(s) that most interest and challenge them.Our agency was recently awarded 2023 Partner of the Year for North America by monday․com. We're well on our way to being one of the leading partner agencies once again in 2024. The person who fills this role will be critical in helping us achieve that vision!Awards & Acknowledgements:
Named 2023 North America Partner of the Year by monday․comAdvanced Delivery Partner - top 15% of Professional Services Partners in the NAM regionPlatinum monday․com Partner (highest tier)Note: ALL APPLICATIONS SHOULD GO THROUGH THIS LINK:Application Link
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Build a successful, data-driven customer journey for each client based on their unique needs.Proactively manage a portfolio of high growth potential accounts and become their trusted advisor and influencer.Possess a comprehensive understanding of monday․com products and solutions, and connect that knowledge directly to customer ROI.Analyze different data sources to understand the customer’s big picture.Proactively build and identify opportunity signals and generate expansion opportunities (up-sell, add-on, cross-sell, etc.)Learn to be an expert on the monday․com platform with a deep understanding of its capabilities and business value.Understand each client's unique business processes, workflows and objectives, and how those can be improved with the monday․com suite of products.Create and implement internal promotion programs within client organizations to generate awareness and drive usage of monday․com.Partner internally with Polished Geek and monday․com to ensure successful account management and uncover client inputs for both PG and the monday product teams.Engage 1:1 with new clients during onboarding, and target active and inactive clients at key points in the customer journey. Build quality relationships, handle account issues/concerns and ensure our clients get superior value out of their monday․com investment.Leverage tools and technology across multiple systems in our tech stack to ensure Polished Geek takes advantage of crucial touchpoints for all active and inactive clients utilizing innovative sales and marketing approaches.Deliver value to multiple accounts at once through 1:many programs, such as creating email campaigns, custom training/webinars, new collateral, and hosting office hours.Build deep knowledge with key clients to identify case studies and create a post-engagement report and other reports needed by Polished Geek and monday․com. This information will also be used to inform product development, marketing strategies and client support.Assist with product marketing and promotion activities to engage with existing clients, for example webinars, AMA webinars, client roundtables, etc.Prepare and deliver a regular cadence of high touch Client BDRs and Executive Review meetings for high value accounts.Develop a mitigation strategy to minimize churn and downgrade risks. Develop and manage account management SOPs and playbooks to ensure Polished Geek exceeds the NDR metrics set by monday․com.Partner in a highly collaborative manner with monday․com and Polished Geek's consulting team for client upsells, expansions and cross-sells.Position Requirements
4+ years of B2B SaaS sales and Account Management experience, particularly with mid- to enterprise-level accounts.3+ years experience in a B2B SaaS Client Success Management role.Experience managing a large book of business (200+ accounts) and developing techniques to identify, develop, nurture and prioritize the highest-value opportunities within that BoB.Proven and demonstrable track record of success in SaaS sales, with a particular emphasis on service expansion and upsells.Above all, you are a trusted advisor and consultative person who values helping clients succeed above all else—even if that means losing the sale.You have strong client-facing skills and can rapidly establish credibility with executives.You are quick to grasp and understand tech stack topics and possess a geeky mindset.You have a thirst for knowledge and are not afraid to ask for help from your peers, leaders or subordinates alike.You have high ethical standards and you work to establish and maintain trust with clients, partners and teammates.You are collaborative and have superb teamwork skills. You are not afraid or unwilling to roll your sleeves up and dig into whatever is needed, to create new methods and techniques to try new things and do things outside of your comfort zone. (Bonus points if you thrive on it!)You can read people in order to pivot and adapt to improve communication and strengthen relationships.You are adept at handling difficult conversations with ease and charisma.You have superb written and verbal communication skills and can lead all types of conversations with clients while keeping a goal-oriented mindset of improving account growth and account health.Native English speaker or fully fluent in American English.You are enthusiastic, energetic and passionate about learning and constantly evolving your knowledge and expertise.You reside in the USA (OR have legal residence in the US and are a digital nomad).You must have the legal right to work in the United States, even if you currently are outside the USA. Candidates from NY are preferred; other states will be considered based on the qualifications of the candidate.Ideal Candidates
Possess a comprehensive understanding of monday․com product solutions.Have 3+ years of experience in a B2B consulting organization in a similar SaaS-focused industry.Have extensive experience owning the full CSM+AM sales cycle end to end- from identifying expansion opportunities to building relationships with key stakeholders and negotiating and closing contracts.Love learning about new systems and keeping up with the latest changes and new features in an ever-changing environment.BA/BS degree.Key Metrics and Objectives for this Role
Net Dollar Retention (NDR)Churn rateNet Promoter Score (NPS)Client CSAT and SaaS health score with monday․comNew opportunity development inside our existing book of businessClient Partnership retention and satisfaction with Polished GeekCSM program development and continuous improvementReliable execution and delivery of all Client Success touchpoints and communicationWhat's In It for You?
Full time position with
Base Salary + Variable bonus structure - Base salary between $60k to $72k, plus 5-12% variable compensation annually based on NDR, churn rate, expansions and upsells and net renewals, paid every six months based on previous period results.Remote Work - We understand that sometimes you may need a change of scenery in life! Work from any alternative location as long as you prioritize safety and professionalism and can ensure a secure environment for all confidential information.Eligible for profit sharing participation after one year.Flexible Paid Time Off policy for everyday life events, plus 2 weeks paid vacation each year for first 2 years, then 3 weeks paid vacation for years 3+.Generous professional and personal development opportunities.Home office internet reimbursement.Note that due to our geographically diverse employment structure and small company size, our healthcare benefits are only available to employees living outside the USA. Qualifying employees receive 100% company paid SafetyWing Remote Health insurance (paid for employee only).Minimal travel (only for special events, training, conferences, etc).Who is Polished Geek?
At Polished Geek, we are truly a unique monday․com Partner agency. Our team of ICAgile certified experts includes senior business consultants, award-winning monday․com implementation consultants, API developers, trainers and lean Six Sigma process architects. We don't just implement monday․com products. Our team utilizes diverse skills in business process engineering, software integration, and change management and blends them with expert monday․com knowledge to help clients create powerful and scalable custom work management, CRM and product development solutions.The Polished Geek team is 100% remote and is based out of Sanford, NC. Our team members are located in multiple countries, including the United States plus Guatemala, Argentina, Mexico and the Philippines. The vast majority of our clients are based in the United States.Our team prides itself on providing high quality services and genuine care for the success of each and every client. We're a flexible organization where initiative is welcomed, and employees are encouraged to grow their roles in the direction(s) that most interest and challenge them.Our agency was recently awarded 2023 Partner of the Year for North America by monday․com. We're well on our way to being one of the leading partner agencies once again in 2024. The person who fills this role will be critical in helping us achieve that vision!Awards & Acknowledgements:
Named 2023 North America Partner of the Year by monday․comAdvanced Delivery Partner - top 15% of Professional Services Partners in the NAM regionPlatinum monday․com Partner (highest tier)Note: ALL APPLICATIONS SHOULD GO THROUGH THIS LINK:Application Link
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