Account Manager

Mark43's mission is to empower communities and their governments with new technologies that improve the safety and quality of life for all. We build powerful, scalable, and elegant software that sets a new standard for the tools upon which our first responders rely. Our users are diverse, and we are therefore committed to embracing diversity of thought and experience within our team.

We are seeking an experienced Account Manager ideally located in Illinois or Maryland to join our team. This role sits at the intersection of customer experience and growth, requiring a mix of strategic account management, relationship building, and revenue growth. You will serve as the trusted advisor for our government and public safety customers, ensuring they derive maximum value from Mark43's solutions while identifying opportunities for renewals and upsells. This is a customer-facing role that requires the ability to deeply understand customer workflows and align Mark43's solutions with their evolving needs. Success in this position involves fostering long-term partnerships, driving product adoption, and identifying opportunities for both our customers and Mark43 to grow together.

What You'll Be Doing:

Customer Experience

• Advocate for the customer to ensure their needs are being met while driving customer satisfaction and retention.
• Collaborate with government and public safety customers to understand their workflows and challenges, providing tailored solutions that drive value.
• Partner with implementation and support teams to deliver a seamless post-deployment experience.
• Track and analyze customer health metrics, such as NPS, to proactively address concerns and maintain high satisfaction levels.
• Act as a liaison between customers and Mark43's internal teams to ensure that feedback and issues are communicated and resolved effectively.
• Utilize metrics to demonstrate return on investment (ROI) to customers and continually align our work towards customer's KPIs.

Sales & Growth

• Develop and execute strategic account plans with a focus on renewals, expansions, and upsell opportunities.
• Identify and nurture relationships with key stakeholders and power users within government and public safety organizations.
• Lead negotiations for contract renewals, expansions, and additional product sales.
• Partner with sales leadership to forecast account growth opportunities and track revenue-related KPIs.
• Deliver executive business reviews (EBRs) to police leadership and key stakeholders.

Cross-Functional Collaboration

• Provide product feedback to engineering and product teams based on customer insights.
• Collaborate internally to develop strategies that address customer needs and improve processes.
• Actively contribute to testing and refining new workflows to enhance customer and internal satisfaction.

What You'll Bring to the Team

• Experience: 5–10 years in account management, customer success, consulting, or related roles. Experience in SaaS or enterprise software is highly preferred.
• Education: A four-year degree is preferred but not required with relevant experience.
• Sales Acumen: Proven ability to manage renewals, upsell opportunities, and contract negotiations.
• Communication Skills: Outstanding verbal and written communication skills, with the ability to translate complex technical topics for a variety of audiences.
• Problem-Solving: Skilled at identifying and addressing customer challenges, either independently or collaboratively.
• Detail-Oriented: Strong organizational skills, with experience documenting tasks and managing multiple priorities.
• Travel: Willingness to travel up to 50–80% often working directly from customer sites.
• Public Sector Knowledge: Extensive experience working with government customers, including law enforcement and public safety agencies, is a strong plus.

What You'll Gain

• Mentorship and collaboration with a passionate and knowledgeable team.
• Opportunities to grow through professional development programs, such as Udemy.
• The chance to work on mission-critical software that supports first responders and public safety.
• A supportive, inclusive workplace that values innovation and diverse perspectives.

Mark43 is dedicated to making an impact. Join us in creating software that empowers communities and transforms the way first responders serve.