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Customer Account Manager
2 months ago
Job Summary:
NRG is seeking a highly skilled Customer Account Manager to join our team. As a key member of our sales team, you will be responsible for managing a portfolio of key accounts and driving revenue growth through strategic customer relationship building, subscription management, and financial oversight.
Key Responsibilities:
- Customer Relationship Management: Act as the primary point of contact for a portfolio of key accounts, building strong relationships and driving customer satisfaction.
- Revenue Growth: Develop and implement strategies to drive revenue growth through upsell, cross-sell, and retention initiatives.
- Financial Management: Manage all aspects of customer subscription terms, financials, including billing, renewals, upgrades, downgrades, and cancellations.
- Financial Reporting & Analysis: Generate and analyze financial reports related to customer accounts, including revenue forecasting, churn analysis, and retention tracking.
- Process Improvement: Develop and implement processes and procedures aimed at enhancing revenue retention, with a focus on reducing churn and maximizing upsell and cross-sell opportunities.
- Data-Driven Approach: Use customer data to identify risks and opportunities within accounts, regularly reviewing financial performance metrics and customer health scores to drive retention strategies.
- Compliance & Accuracy: Ensure compliance with all financial policies, administration, procedures related to customer accounts, subscriptions, and revenue management.
Requirements:
- Experience in a customer account management role within a B2B SaaS environment, ideally with a focus on subscription management and financial administration.
- Proficiency with financial software tools like Stripe, Excel, and other financial management platforms.
- Proven ability to develop and implement effective processes and procedures that enhance customer success and retention.
- Proficiency in Excel for financial analysis, data management, and reporting.
- Experience using subscription management and billing platforms such as Stripe, Chargebee, Zuora, or similar tools, as well as Hubspot CRM systems for tracking customer engagement and retention.
- Ability to analyze financial and customer data to inform retention strategies and identify areas for revenue growth.
- Excellent communication skills with the ability to navigate complex customer relationships, resolve financial issues, and ensure a high level of customer satisfaction.
- Ability to work cross-functionally with Finance, Sales, Marketing, and Customer Success teams to ensure alignment on customer accounts and financial strategies.
Desired Qualifications:
- Experience working in fast-paced, high-growth SaaS environments.
- Advanced experience with financial software tools and SaaS billing systems.
- Background in managing high-value or enterprise-level accounts.
