Account Manager

2 weeks ago

Burlington, United States L2L Full time

Do you have a knack for building and expanding client partnerships? Can you spot a needle in the haystack, and the typo in the email? Does the prospect of shaping the future of account management at a rapidly growing SaaS organization excite you? If so, keep reading - this may be the perfect opportunity for you. The Role: L2L is on a Mission to Empower workers to manufacture better together. We started as a small team of manufacturing experts and created a no-code platform that is a cloud-based, open-environment system with customizable solutions in over 24 languages across a plethora of manufacturing verticals. We are experiencing rapid growth, and now is the time for us to add a talented Account Manager to our team. As a member of L2L’s Services and Support organization, you’ll partner with our Customer Success Managers to manage commercial relationships with our clients to understand how they leverage the L2L product, what their goals are, and how we can further our value-add. You’ll manage all client renewals and expand our customer relationships, looking for a win-win in every situation. Responsibilities: Client Management: Manage commercial relationships, enabling Customer Success Managers to focus on product adoption and value creation. Maintain an organized client pipeline, nurturing and closing opportunities within existing accounts while providing accurate forecasts, and anticipating risks. Ensure professional and friendly communication with clients through various channels, leveraging daily use of HubSpot and integrated tools. Be accountable for subscription renewals, including license changes, while actively seeking expansion and upsell opportunities. Lead negotiations for renewal contracts, crafting win/win strategies to maximize contract value and enhance relationships. Identify and expand upsell and cross-sell opportunities within our customer base, including expansion of existing and new products. Become a trusted customer advocate, responsible for identifying and mitigating churn risk across our customer base through bespoke solutions. Internal Collaboration: Build strong ties with Customer Success Managers to grasp client goals and adoption. Coordinate and collaborate with Customer Success to manage and further develop client relationships post-implementation. Collaborate with Customer Success, Finance, and Sales teams to retain contracts, secure renewals, and support account growth. Product Expertise : Work with the product team to gather feedback on customer requirements and product improvements. Offer product expertise, demonstrating an understanding of client goals to reinforce product benefits and value. Requirements: 2+ years of experience in commercially focused SaaS Customer Success, Account Management, and/or Sales. Strong relationship-building skills, with a knack for finding win/win solutions in partnerships. Experience with SaaS contract renewal processes and terms, someone who is comfortable and skilled with negotiating and managing licensing. Exceptional organizational skills with a keen eye for detail. Excellent written and verbal communication skills, especially with conveying complex issues. The ability to enjoy a challenge, love solving problems, and have an eagerness to learn. Excellent time management skills, this role requires someone who knows how to prioritize their time effectively and context-switch in a fast-paced environment. Preferred Qualifications: Strong candidates will be self-starters with the ability to work through ambiguity. We highly value people who are humble, learn quickly, and deliver results. At L2L, we are focused on empowering our clients, and our team, by working together. For this role in particular, we are looking for an individual who leads with curiosity. Someone who has an innate desire to understand others with the ability to be pragmatic when finding a mutually beneficial solution for both parties. Preferred locations : L2L practices a remote-first approach while offering office space in Burlington, Massachusetts. Due to the collaborative nature of this role, there is a preference for candidates in the Boston area. About L2L: L2L is on a mission to empower workers to manufacture better together. How? By digitizing shop floor processes and presenting information to workers in ways that make plants more efficient, reliable and profitable. L2L is a connected workforce platform that creates real-time visibility across all departments, enables the entire workforce to systematically identify and solve problems, and provides workers with the personalized information they need to do their best work. More than 225,000 frontline workers love how L2L gives them the confidence to perform at their best. L2L is backed by M33 Growth, a growth-focused private equity firm in Boston Massachusetts that provides both capital and resources to develop already-great businesses into market leaders.

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