Account Manager, Mid Business Segment

Position Summary

The Account Manager, MBS is the client contact and relationship manager responsible for the satisfaction, retention, and growth of a core segment of InCheck's clients. The Account Manager, MBS is a trusted advisor, developing relationships, understanding the business initiatives of the client, and how InCheck services add value to their business. This position requires an understanding of each account and subject matter expertise to guide HR decision makers in the selection and implementation of a wide variety of products and services. The Account Manager, MBS is responsible for identifying "white space" opportunities and presenting value-add solutions to their assigned book of accounts to upsell and cross-sell InCheck products and services. The Account Manager, MBS reports to the Strategic Account Manager.

Job Duties & Responsibilities

• Serves as primary point of contact for a book of defined clients with a focus on maintaining and expanding client relationships.
• Gains a thorough understanding of the client's business, overall hiring, and onboarding process, how we fit into that workflow, get to know their goals and objectives, and what metrics are in place.
• Develops clear and thorough account plans, detailing all relevant information about clients and their industries.
• Documents and manages all action/project plans for assigned client base.
• Uses deep understanding of the client's business and organizational structure at all levels and relationships with key stakeholders to take control of the upsell or cross-sell conversations to challenge clients to think differently about challenges and possible solutions.
• Comfortably navigates the senior most levels of client organizations with an ability to move up and down the client decision hierarchy (connect with C-Level just as easily as procurement) to articulate solutions, create opportunity and close new upsell or cross-sell opportunities.
• Tracks revenue trends, "white space" opportunities and analyze competitive threats.
• Meets or exceeds monthly and annual bookings and revenue objectives within a defined book of named accounts.
• Manages an active pipeline of client revenue opportunities in CRM. Ability to forecast accurately and present forecast against goal.
• Ensures that solutions consistently achieve client's goals, expectations, and company defined Key Performance Indicators.
• Constantly seeks, shares, and implements best practices.
• Defines and delivers periodic Business Reviews to demonstrate InCheck value and how these services enable clients to meet and exceed their hiring goals.
• Manages pre-call and post-call process for significant customer touchpoints (presentations, meetings, site visits, etc.).
• Clearly demonstrates understanding of InCheck pricing, administrative procedures, and organization to effectively articulate InCheck's benefits in a manner meaningful to the client, as well as answer client's questions or implement solutions in a timely fashion.
• Identifies systemic issues and provide solutions to business problems analyzing root causes to issues and bring resolution to the issues.
• Manages, tracks, and ensures follow up on escalations and open issues related to operations, billing, and technology or customer service.
• New client sales, to be defined, will also be a part of this role.
• Other duties as assigned.

Knowledge, Skills, and Abilities

• Proven ability to build, maintain, and grow strong client relationships across all levels, including C-suite
• Exceptional interpersonal and communication skills (written and verbal)
• Skilled at leading client meetings, business reviews, and navigating client org charts
• Strong analytical skills for identifying growth opportunities, tracking KPIs, and assessing client performance and satisfaction
• Experience with upselling, cross-selling, and managing revenue pipelines
• Sales acumen and ability to pitch solutions and close business within existing accounts
• Organized and detail-oriented with a track record of managing multiple accounts or projects simultaneously
• Proficiency with CRM systems (e.g., HubSpot); Microsoft Office Suite; Zoom
• Understanding of onboarding, hiring processes, and background screening workflows
• Strong time management and prioritization

Travel

• This position may occasionally travel but typically will not exceed 20%

Qualifications

• Bachelor's degree in business, marketing, communications, or related field (or equivalent experience)
• 5+ years of experience in account management or client success
• Deep understanding of Background Screening industry required
• Experience with metrics-driven environments and revenue-based KPIs
• Experience developing and executing account plans to achieve service excellence and revenue expansion for a defined client base