Account Manager I

Account Manager I CTM is a SaaS/UCaaS company located in Maryland that serves over 100,000 clients worldwide. We seek an Account Manager I to deliver an outstanding customer experience, reduce churn, drive portfolio growth, and maximize lifetime value for our mid‑market clients. Responsibilities Manage and serve as the main point of contact for CTM’s SMB customer relationships. Drive adoption and ensure customers continuously see value in their partnership with CTM. Identify opportunities for upgrades and additional services. Work closely with Onboarding, Account Management, and product teams to manage customer issues and escalations. Detect and manage at‑risk customers to reduce churn and exceed company churn targets. Evaluate the customer experience, identify gaps, and suggest potential improvements to our processes. Qualifications Bachelor’s Degree in business, marketing, or a related field. 2–4+ years managing a portfolio of business accounts. Demonstrated results in year‑over‑year contract value growth and renewal performance. 2+ years working with senior executives (Director, VP, or C‑level). 2+ years in advertising, marketing, telecommunications, or a SaaS environment. Proficiency managing accounts in Salesforce or a similar CRM. Experience guiding customers through software demonstrations or implementations. Strong rapport‑building skills and a technology‑savvy mindset. Ability to evaluate and improve the customer experience. Effective cross‑functional collaboration across departments. Customer‑oriented mindset with empathy for our core client base. Strong attention to detail and organizational skills. Benefits Competitive salary commensurate with experience, with quarterly commissions and bonus potential up to 15% of quarterly salary when revenue goals are met. Quarterly merit increases for meeting or exceeding expectations. Hybrid work schedule with Monday and Friday remote work; after five years of service, eligible for summer Fridays. Generous paid‑time‑off: up to 30 days per year, varying with tenure, plus two work‑from‑anywhere weeks per year and additional weeks earned over time. Paid holidays, including one floating holiday for birthdays or other recognized dates, with additional floating holidays earned over time. Alaska home office stipend, voluntary time off (VTO), and other wellness resources. 401(k) plan with employer match up to 5% (immediate vesting). Health, dental, vision, and prescription coverage for employees and their families; HSA and FSA pre‑tax account options with employer match for HSA. Paid parental leave up to four weeks, depending on tenure. Basic life and AD&D insurance equal to annual base salary. Short‑term disability coverage at 100% of salary after six months of employment. Access to a broad range of health and well‑being services, including counseling, legal advice, and wellness workshops. Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities/Affirmative Action #J-18808-Ljbffr