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SMB Account Manager
2 months ago
FranConnect is the leading franchise and multi-unit management software provider. For over 20 years, our industry-leading platform has served as the sales, operations, marketing, and finance backbone for over 1500 brands worldwide. Nine of the Franchise Times Top 10 Fastest-Growing franchise businesses rely on FranConnect to drive growth, improve profitability, and streamline operational performance. Our customers span all sizes, growth phases, and industries and they grow 44% faster on average than the broader franchising market. Backed by private-equity investor Serent Capital, FranConnect is headquartered in Herndon, Virginia, with global offices in Australia, India, Colombia and Canada. For more information on FranConnect, visit www.franconnect.com.
Overview of Job Function
FranConnect is seeking a proactive and results-driven SMB Account Manager to join our growing Account Management team. This role is pivotal in managing a key segment of our business and will execute on a scaled tech-touch account engagement strategy focused on maximizing gross retention, reducing churn, and identifying and closing upsell opportunities. The ideal candidate will possess strong project management and relationship-building skills, a deep understanding of how to deliver quick wins that drive growth, and a proven track record of successfully renewing and expanding revenue. This role will also work closely with cross-functional teams to identify areas for operational improvements and will actively contribute to organizational change.
High priority will be given to local candidates who can be in the office 3 days per week (Tuesday/Wednesday/Thursday).
Primary Duties & Responsibilities
- Act as the trusted advisor and strategic partner to assigned SMB accounts, developing long-term partnerships with key stakeholders.
- Contribute to and execute a scale/tech-touch engagement strategy that ensures high levels of customer satisfaction, retention, and partnership value.
- Identify upsell and cross-sell opportunities within your assigned territory by understanding their business needs and aligning them with our product offerings.
- Achieve monthly, quarterly, and annual upsell / cross-sell pipeline and revenue targets.
- Collaborate with the Customer Success team to build strategic account plans and deliver regular value-add account engagements (e.g. partnership reviews, business reviews, strategic planning sessions, etc.).
- Maintain a deep understanding of FranConnect products, industry knowledge, and franchising trends to provide thought leadership and drive overall partnership success.
- Advocate for product enhancements that align with customer needs and coordinate internal cross-functional stakeholder involvement.
- Utilize Salesforce daily to organize key account management and prospecting activities, tasks and milestones.
- Actively manage and maintain accurate monthly, quarterly, and annual pipeline and revenue forecasts for your assigned territory.
- Participate in any other departmental or cross-departmental projects or assignments as needed.
- Some travel to conferences and on-site client meetings.
- 2-4 years of experience in account management, sales, and/or customer success in the SaaS industry.
- Proven track record of achieving monthly, quarterly, and/or annual sales quotas while positively impacting customer retention and churn.
- Exceptional project management and organizational skills with the ability to systematically prioritize their time & effort.
- Able to successfully manage active opportunities end-to-end while continuing to build new pipeline.
- Excellent communication, negotiation, and relationship-building skills up and down the organizational hierarchy.
- Analytical mindset with the ability to leverage data to drive decisions and strategies.
- Self-motivated, proactive, and able to work independently as well as part of a team.
- Entrepreneurial spirit who aims to over-achieve and challenges the status quo.
- Proficient in using Salesforce and other sales / account management / customer success platforms.
- Bachelor’s degree in Business, Economics, Marketing, Communications, or a related field.
- Experience in franchising and/or selling into the franchise industry, a plus.