Account Manager

Account Manager

Based in Shreveport, Louisiana, we began in 1996 by offering payroll processing and tax compliance services. In 2000, we made the strategic decision to develop our own technology. APS has a mission: to make payroll and HR easier. We design our unified solution to simplify workforce management tasks for mid-market organizations. We provide our clients and partners with personalized service and support to accomplish their goals. Streamline payroll processing, automate HR workflows, and elevate the employee lifecycle with a single-system platform. We are APS, and we are a workforce partner for our clients.

We are on the grow again and searching for an Account Manager. In summary, the Account Manager is focused on revenue retention and expansion, and is responsible for managing and growing existing client relationships within the SaaS HCM space. The primary goal of an Account Manager will be to ensure client satisfaction, retain revenue, and identify opportunities to expand revenue through upselling and cross-selling. The Account Manager will work closely with clients to understand their needs, position relevant solutions, and collaborate with internal teams to deliver a high-value client experience.

This position is eligible for the APS Hybrid Work Schedule for local candidates residing in the Shreveport/Bossier City area.

Essential Duties and Responsibilities:

• Client Relationship Management: The focus of client relationship management is user adoption, renewals, expansion of service, proactive and reactive involvement with the Customer Health Score Initiative.
• Revenue Retention: Reactively and proactively manage accounts to prevent churn by understanding client pain points, addressing service concerns, and implementing strategies to increase client satisfaction and engagement.
• Revenue Expansion: Identify and pursue upsell and cross-sell opportunities within the client base, positioning additional products or features that align with client needs and support their business goals.
• Account Planning & Strategy: Develop and execute strategic account plans, as needed for clients, setting retention and expansion goals, tracking client engagement, and prioritizing activities to maximize revenue potential.
• Product Knowledge & Solution Selling: Stay up-to-date on product offerings, industry trends, and competitive landscape. Use this knowledge to effectively communicate product value and demonstrate how our solutions address client needs.
• Quarterly Business Reviews (QBRs): Conduct QBRs with clients on an as needed basis to review their usage, share best practices, introduce new features, and discuss opportunities for optimization and growth.
• Cross-functional Collaboration: Work closely with the Product and Client Services Teams to facilitate the resolution of client issues, enhance the client experience, and coordinate on driving client retention.
• Client Satisfaction & Feedback Gathering: Monitor client satisfaction through surveys, direct feedback, and other methods. Relay insights to internal teams to ensure our focus on client retention.
• Pipeline Management & Forecasting: Maintain an accurate pipeline of upsell and cross-sell opportunities, using CRM tools to document activities and provide reliable forecasts for revenue growth.
• Renewals Management: Ensure timely renewal of contracts by engaging with clients well before contract expiration, discussing renewal terms, and handling any questions or concerns related to the renewal process.
• Travel is required as needed.
• Other responsibilities as needed or assigned.

Supervisory Responsibilities: NA

Requirements:

Education, Qualifications, Skills and Abilities: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The list below is representative of the qualifications, skills, and abilities required and preferred:

• Bachelor's degree in Business, Marketing, or a related field; or equivalent experience.
• 2+ years of experience in account management, sales, or client success in the SaaS industry, preferably within HCM.
• Proven track record in revenue retention and expansion, with a focus on upselling and cross-selling to existing clients.
• Strong interpersonal and relationship-building skills with the ability to influence stakeholders at all levels.
• Excellent communication and presentation skills, with a focus on consultative selling and value-based client interactions.
• Ability to work independently, prioritize tasks effectively, and manage multiple clients in a fast-paced environment.
• Proficiency in CRM software (e.g., Salesforce) and other sales management tools.
• Experience in the HCM industry, with knowledge of HRIS, payroll, benefits administration, or similar systems.
• Familiarity with account planning and the customer success lifecycle, including customer health metrics and churn prevention strategies.
• Data-driven mindset with strong analytical skills for managing retention and expansion KPIs.
• Strong client centric focus.
• Demonstration of outstanding communication skills internally and externally, across teams and functions.
• Strong ability to manage multiple projects and tasks and meet deadlines.
• Strong written and verbal communication skills for communicating progress at each phase of development as appropriate, including published roadmaps, requirements and other information.
• Strong planning and organizing skills and attention to details.
• High degree of both technical expertise and business acumen.
• Ability to work with people and work as part of a team.
• Must be able to work in an environment in which constant deadlines exist.
• Must be able to work the hours necessary to successfully perform in this position.
• Must understand all company guidelines, procedures, and workflow.
• Must be willing to embrace the APS culture which includes respect, communication, team work, client focus, continuous change, training and other learning opportunities.

BENEFITS: APS offers a competitive compensation and benefits package which includes:

• Medical, Dental & Vision Insurance (employee only tier of coverage for medical and vision paid at 100% by APS)
• Short Term Disability (short term disability paid at 100% by APS for employee)
• Long Term Disability
• Life Insurance
• 401(k) for Retirement (eligible after 3 months of employment; employer match/no vesting schedule)
• Paid time off (PTO)
• Holiday paid time off

At APS, we strive everyday to:

• Do the Right Thing
• Serve Others
• Be Our Best
• Find the Fun

Check APS out and see what we are about!