Inside Account Manager

The Inside Account Manager (IAM) – SMB Direct Sales Lane is a role that supports direct engagements with small sized businesses 

(less than 50 employees) via website, self and event-generated leads. Reporting to the Sales Desk Manager, the IAM ensures seamless execution across lead sources, strong follow-through, and consistent attainment of service level objectives (SLOs) and revenue growth targets. 

Key Responsibilities 

• Manage inbound leads, and marketing-generated leads within defined SLOs.
• Qualify and convert SMB (less than 50 employee) prospects into pipeline opportunities. 
• Conduct discovery calls and progress opportunities through the sales funnel with urgency.
• Execute structured multi-touch follow-up cadences for website and event leads.
• Own SMB account lifecycle including retention, and growth. 
• Identify and drive upsell and cross-sell opportunities within SMB accounts. 
• Maintain CRM & ERP accuracy, pipeline visibility, and lead source attribution.
• Provide structured feedback to Sales Desk Manager and Director on lead quality and conversion outcomes. 
• Deliver against pipeline, conversion, retention, and revenue growth targets. 

SMB Account Management Responsibilities

• Coordinate with CX and conduct annual business reviews with priority SMB accounts. 
• Drive upsell/cross-sell opportunities. 
• Maintain greater than or equal to 90% customer retention rate. 
• Manage issue escalation and coordinate with CX for resolution within 48 hours. 
• Ensure complete and accurate account data, contacts, and lifecycle tracking in CRM & ERP. 

Requirements

  SMB Account Management Qualities

• Positive Attitude: Thrive in a dynamic, shifting priority environment. 
• Initiative: Work effectively with minimal supervision, demonstrating strong initiative, time management, and the ability to prioritize tasks independently while maintaining high-quality outcomes. Follow through on commitments. 
• Problem-Solving/ Ownership Mentality: Follow up without being prompted and ensure closure is complete. Act quickly to prevent escalation or dissatisfaction. 
• Effective Communication:/Continuous Improvement: Ability to clearly convey information both verbally and in writing, actively listen for pain points and adapt tone and language to each customer interaction. Suggest improvements to tools, workflows, and provide constructive, topic-oriented feedback to leadership. 
• Patience: Handle difficult or repetitive situations without frustration. 

SMB Account Management Experience 

• HubSpot and NetSuite experience preferred but not required.
• Previous Inside Sales, Account Management, Customer Service Experience preferred. 
• Data entry experience helpful 

Comp Plan Alignment - Base Salary: 60–70%; Variable: 30–40%