Account Manager (SMB)

As an Account Manager, SMB  at Sensor Tower, you’ll play a key role in managing the renewal process of our SMB customer base while working closely with Sensor Tower Customer Support as needed to ensure a positive customer experience. As an early hire in this role, you’ll also be instrumental in helping to build our process around renewals management and advocate for process updates to improve operational efficiency.

What the Account Manager will do:

• Manage a portfolio of Direct Brand, Gaming, Finance, Agency, AdTech, and Publisher businesses, focusing on renewals, upsells, and Net Revenue Retention (NRR) growth.
• Oversee all assigned contract renewals to ensure timely and accurate execution.
• Accelerate the contract renewal process, mitigate identified risk, and ensure customer satisfaction
• Own contract processes, including renewal CTA management, quote creation, maintenance of Salesforce opportunity records, sending of order forms, forecasting renewals outcomes, and tracking progress of signature.
• Work with Customer Support team (where needed) to identify at-risk accounts and put together a strategy to secure the renewal, as needed.
• Partner with Customer support and Sales Ops to communicate challenges in our current renewal process and advocate for improvements to increase our operational efficiency.
• Identify opportunities to expand Sensor Towers footprint within an account as part of the renewal process.
• Establish and maintain effective, cooperative working relationships with customers,largely via email. This includes objection-handling and problem-solving when customers request discounts, indicate they don’t want to renew, alert us that they’re evaluating competing solutions, etc.
• Have annual/bi-annual calls with customers to secure the budget for upcoming renewal.

Experience and skills that the candidate can bring:

• Must be able to work from the office at least one day per week, with Thursday being the minimum.
• Previous experience in a Support, Services, Customer Success, or Renewals Management role
• Intellectually curious self-starter with a knack for problem-solvingAbility to work in collaboration with Support functions to facilitate timely responses to queries or discrepancies. 
• Familiarity with contracts, terms of service, and legal issues
• Clear and effective communicator, adept at both written and verbal communication with customers and internal stakeholders
• Organisational skills and attention to detail
• Experience with Salesforce (particularly working with the ‘opportunity’ object)
• Assess areas of opportunity to more effectively automate key components of the renewal processes to improve operational efficiency
• Bonus: Previous B2B SaaS and/or enterprise software experience