Senior Account Manager – Muck Rack

Project Desciption

Muck Rack is the leading SaaS platform for public relations and communications professionals. Our mission is to make PR pros more successful by providing them with technology to find journalists to pitch, monitor media, quantify their impact and work more efficiently with their teams.

Self-funded and remote-first, Crain’s named Muck Rack one of the best places to work in 2019. We value resilience, transparency, ownership, and customer devotion and infuse these values into everything we do. We’re growing quickly, and we’re looking for an experienced and customer-focused Senior Account Manager to join our team and make a big impact.

As a Senior Account Manager, you will be focused on ensuring that the enterprise segment of Muck Rack customers grows and renews. You should be excited about working in a fast-paced environment with our largest brand accounts, including companies like Penguin Random House, Verizon, Chobani, and Taco Bell. You’ll be a great fit for this role if helping customers use Muck Rack to achieve their goals comes naturally to you.

You will work closely with the sales, customer success and product teams.

About this role:

• Serve as a primary contact for a portion of Muck Rack’s enterprise segment (brands with 1,000+ employees)
• Achieve retention and account growth goals for our largest accounts (with ARR ranging from $15 – 40k up to six figures)
• Manage customer lifecycle from onboarding through renewal
• Proactively reach out to customers to grow accounts
• Demo Muck Rack at meetings, on phone calls and at events
• Travel to lead onsite meetings with customers up to 25% of your time (when possible)
• Manage and mentor account coordinators to support the day-to-day business needs and help them grow into future account managers
• Become involved in the public relations industry
• Identify Account Management processes that need to be improved and present solutions

Qualifications

• 5+ years in SaaS account management role or blended CSM role
• Track record of meeting/exceeding expansion and renewals
• Experience navigating C-Suite relationships
• Experience managing contract execution process (prep, review)
• Demoing software
• PR/Communication industry experience (brand, not agency) strongly preferred
• Comfortable mentoring junior colleagues

Skills

• Communication Skills – satisfy client requests, manage internal projects and tasks seamlessly, ability to uncover root of question (what do they really mean and how do we actually satisfy their need, not just answer their question); concise clear written communication  
• Negotiation Skills – ability to engage in the back and forth
• De-escalation Skills
• Ability to “Find Fit”  – ability to identify needs and match with correct features (prove value)
• Managing contacts & pipeline in CRM
• Presenting to C-Suite in person & virtually
• Sourcing new contacts within a company (salesnav, discover.org)
• Relationship Builder – ability to make a quick connection, build rapport & trust easily (and virtually)

Values

• Customer Devotion – quick response times, proactively look for solutions, de-escalate when problems arise, recommend ways to further provide support, knowing when to say no; genuinely enjoys helping others; proactive nature (ability to identify future growth ops and how to set teams up for success)
• Resilience – not taking it personally when accounts cancel, not taking cancellations at face value (working to get them back), long days – might be very busy, very active/busy job without a lot of downtime  
• Transparency – using a CRM, not being embarrassed to have calls recorded, your communication is all public, being transparent with clients about what we can/can’t do, deadlines, deliverables; sharing customer messages in a constructive way with internal teams (even if hard to hear)
• Ownership – owning and managing a book of business – hitting internal benchmarks/goals; presenting issues in a solutions-focused way; owning relationships – on you to keep it going; know product inside-out  

Details

• Salary expectations in line with budget ($120K OTE)
• Located in a state where we can hire
• Ability to travel up to 25% of time

 Approved States

• Approved states
• Colorado
• Delaware
• Florida
• Hawaii
• Idaho
• Illinois
• Massachusetts
• Missouri
• New Hampshire
• New Jersey
• New York
• North Carolina
• Ohio
• Oklahoma
• Oregon
• Pennsylvania
• Texas