Senior Account Manager

Job Description

Job Description

J ob Overview:

Job Overview

Cortavo is seeking a highly motivated Sr. Account Manager who thrives on building strong client relationships, delivering high satisfaction, and driving long-term growth within our managed IT services portfolio. This pivotal role combines trusted client advisement with strategic revenue generation, playing a key role in our customer retention and expansion efforts. As the primary point of contact for our valued customers, you’ll be responsible for ensuring a seamless and exceptional experience throughout the entire client lifecycle. You will work closely with internal teams including project management, service delivery, and engineering, to proactively resolve customer needs, align solutions with business goals, and continually exceed client expectations. Proven experience managing strategic or VIP client accounts with a strong focus on delivering proactive, value-driven strategies that strengthen relationships and drive long-term retention is a must. The Sr. Account Manager must be able to identify opportunities, anticipate client needs, and translate business goals into actionable plans that consistently demonstrate measurable value to the client. This role is both client-focused and sales-driven . You’ll actively manage renewals, generate service quotes, and identify upsell and cross-sell opportunities that bring added value to customers. Your success will be measured by your ability to drive revenue growth, increase retention, and cultivate loyal advocates who are eager to provide reviews and referrals.

This role reports directly to the Client Success Director.

Responsibilities:

Customer Account Management

• Meet sales targets and revenue goals
  • 90% RENEWAL RATE
  • $45,000 Monthly Hardware & Software Sales (Ramp up Plan TBD)
  • Minimum 1 customer REFERRAL per month
  • Minimum 1 REVIEW per month
• Leverage technical acumen to identify opportunities for cross-sell and upsell
• Conduct sales discovery sessions with existing accounts to capture relevant opportunity data for quote creation
• Deliver Cortavo solutions to decision makers 
• Facilitate in the invoicing and collections process
• Create customer quotes and invoices for net new hardware or software purchases, projects, and hardware returns or requests as it relates to assigned accounts
• Partner with the engineering, service delivery, and project management teams to ensure client needs are addressed
• Assist with support escalation to ensure critical, business impacting issues are organized and resolved as quickly as possible. 
• Develop account plans and strategies as it relates to increased revenue growth 
• Lead ‘Executive Business Review’ meetings to show customers the ongoing value of their Cortavo services
• Coordinate onsite client visits or lunches for local clientele 
• Research contacts and accounts for firmographic data and collaborate with marketing on pertinent target messaging
• Provide consistent feedback to internal Company departments to improve processes
• Maintain accurate pipeline on a weekly basis
• Maintain updated knowledge of company sales offerings, products, and services
• Responsible for documenting activities, next steps, and status of accounts in Salesforce

Customer Contract Renewal

• Meet customer renewal rate, reviews, and referral goals
• Lead 'Cortavo in Review' meetings to highlight the ongoing value and impact of Cortavo’s services throughout the customer’s agreement
• Prepare technical renewal discovery questions used in the Cortavo in Review renewal meetings to uncover upsell opportunity and solidify the renewal proposal to present to the customer
• Prepare and effectively sell the Cortavo renewal proposal and/or PowerPoint during renewal proposal meetings
• Progress renewals from open to closed won
• Document and update all renewal activities, next steps, contacts, and status of accounts in our CRM

Required Skills and Qualifications

• Bachelor’s degree
• 4+ years of account management experience 
• Experience with VIP and/or high MRR accounts
• Technical acumen for end user device sales
• Ability to effectively communicate and build rapport with C-level executives
• Excellent active listening skills
• Impeccable multi-tasking capabilities
• Ability to work well with others at the Company
• Exceptional verbal and written communication skills
• Ability to adapt and strong problem-solving skills
• Experience with all tools within the Company tech stack
• Valid driver's license 

Tech Stack

• Salesforce
• Halo
• Slack
• monday.com
• QuickBooks
• O365
• Predictive Index
• ITGlue
• Datto

Estimated Usage of Time

• 65% - Cortavo Customer Account Management (~26 hours/week)
• 35% - Cortavo Customer Renewal Management (~14 hours/week)

Work Environment

• Sandy Springs, GA or Bakersfield, CA office as well as remote eligibility
• Competitive salary, as well as employer, contributed health benefits
• Paid time off
• Company cell phone plan
• A seat on an energetic team that collaborates and pushes each other to be better
• A fast-paced but cooperative environment with endless potential for growth
• Hand-on mentoring allowing for personal development and company advancement opportunities
• Celebration events for team and Company successes throughout the year

Flexible work from home options available.