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SMB Account Manager

2 months ago

Herndon, United States FranConnect Full time
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.
Requirements
  • 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.