Account Manager (Mid Market)

📋 Description

• • As an Account Manager at Loopio, you will be instrumental in nurturing and expanding our existing Mid-Market customer base, focusing on accounts ranging from 500 to 2,500 employees. Your primary objective is to own the commercial relationship, ensuring customers derive maximum value from the Loopio platform, which in turn drives renewals and unlocks significant expansion opportunities. This role is pivotal in fostering deep, lasting relationships with our clients, acting as their trusted advisor and commercial point of contact.
• • You will be responsible for leading the entire renewal negotiation process, from initial outreach to final contract signing. This involves understanding customer needs, articulating the ongoing value of Loopio, and strategically positioning renewal terms to ensure mutual benefit and continued partnership. Simultaneously, you will proactively identify and pursue expansion opportunities, whether it's through additional user licenses, new product modules, or broader adoption across different departments or business units within the client organization.
• • Building and maintaining strong, meaningful relationships is at the core of this role. You will engage with customers at all organizational levels through a variety of communication channels, including personalized emails, phone calls, video conferences, and potentially in-person meetings. A key aspect of this is mapping customer organizations to understand their structure, identify key stakeholders, and develop targeted strategies to build rapport and influence within new business units, product lines, or geographical regions.
• • Collaboration is essential. You will work hand-in-hand with our Customer Success Managers (CSMs) who are dedicated to driving customer adoption and platform utilization. By partnering closely with CSMs, you will gain a comprehensive understanding of customer adoption levels, identify areas where customers might be underutilizing the platform, and collaboratively develop pricing strategies and expansion plans that align with customer goals and Loopio's growth objectives.
• • You will be empowered to negotiate contract terms and pricing, always with the guidance and support of relevant internal departments and management. This ensures that all agreements are fair, competitive, and strategically aligned with Loopio's business objectives. You will also be the go-to person for responding to customer requests for additional users or other upgrades that fall outside the standard renewal cycle, providing a high level of service that ensures customers can maximize their success with Loopio.
• • Presenting the strategic value of expanding Loopio's footprint within an organization will be a regular part of your role. You will engage with key stakeholders and executives, showcasing how increased adoption and utilization of Loopio can drive significant business outcomes. Owning executive relationships within your assigned book of business is crucial for fostering trust and securing long-term partnerships.
• • To support expansion efforts, you will conduct discovery calls and online demonstrations of the Loopio platform for additional user groups who may be interested in expanding their usage. This requires a deep understanding of the platform's capabilities and how they can address diverse business needs.
• • You will contribute to the development of best practices by building engaging "playbooks," email templates, and meeting frameworks. These resources will be designed to support the growth and success of your accounts, ensuring consistency and effectiveness across the team.
• • Leveraging data is critical for success. You will utilize engagement and product data, guided by our Customer Health Score framework and other analytical tools, to identify growth opportunities and proactively flag potential risks within your customer portfolio. This data-driven approach allows for informed decision-making and strategic interventions.
• • Accurate forecasting and reporting are paramount. You will maintain and update an accurate forecast on a monthly and quarterly basis, actively participating in renewal and expansion forecasting meetings. Diligent maintenance of account information in Salesforce and Gainsight is required to ensure data integrity for timely renewals, expansions, and tracking of contract updates.
• • License management is an important aspect of your role. You will monitor consumption and usage against contractual entitlements, identifying opportunities for expansion where customers may be under-licensed or could benefit from additional capacity.
• • You will act as a conduit for customer feedback, working closely with and maintaining relationships with various internal teams, including Product and Development, Marketing, Sales, and Customer Success. You will distill and present key insights derived from your customer interactions to these internal teams, contributing to product improvements and strategic business decisions.
• • Occasionally, you may be required to travel outside of Canada to support Loopio events or conduct on-site customer meetings, further strengthening client relationships and representing Loopio professionally.