Account Manager

What you can expect from us

• A work environment where hard work and high quality are rewarded ;
• An agile organization where you can quickly act and have an impact ;
• Transparency: once you're part of the team, you'll know all about it (strategy, HR, Product and business updates) ;
• An atmosphere with good spirit, kindness and mutual aid.

What we can expect from you

• Client Relationship Management:
• Serve as the primary liaison between the company and a portfolio of clients.
• Develop and maintain strong, trusting relationships with key stakeholders at client organizations, including legal, procurement, IT, and operations teams.
• Understand clients' business goals, challenges, and needs to recommend tailored solutions using our contract management software.

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  Onboarding & Implementation Support:
• Assist clients in the onboarding process, ensuring a smooth transition from initial purchase to full adoption of the software.
• Collaborate with implementation teams to facilitate training, best practices, and configuration of the platform to meet client-specific requirements.

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  Account Growth & Retention:
• Identify opportunities for account expansion, including upselling additional features, services, or modules of the software.
• Proactively check in with clients, monitor account health, and address any concerns before they escalate.
• Drive customer success metrics such as adoption rates, contract renewals, and product usage.

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  Problem-Solving & Support:
• Act as a trusted advisor to clients by providing expert guidance on best practices, new features, and potential improvements to their contract management processes.
• Troubleshoot client issues and work cross-functionally with the support and technical teams to resolve them quickly.

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  Reporting & Analytics:
• Provide regular reports to clients on key metrics related to their contract management performance.
• Analyze usage data to identify trends, gaps, and opportunities for optimization or additional value.

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  Collaboration with Internal Teams:
• Collaborate closely with Sales, Product, and Customer Support teams to deliver exceptional service and ensure clients’ needs are being met.
• Provide feedback to the product team on customer needs and product enhancement opportunities.
• Actively participate in the respect of all the company's security practices and policies.

Requirements

• Minimum 3-5 years of experience in account management, customer success, or a similar client-facing role, preferably in the SaaS, legal tech, or contract management software space.
• Proven track record of managing customer relationships and driving client satisfaction and retention.
• Strong communication and interpersonal skills, with the ability to engage and influence senior-level stakeholders.
• Exceptional problem-solving skills and ability to translate technical details into actionable business solutions.
• Comfortable presenting and conducting training sessions for clients.
• Familiarity with contract management software or enterprise SaaS solutions.
• Experience working with CRM tools (e.g., Salesforce) and project management software.