Enterprise Account Manager

📋 Description

• • Hatch is seeking a highly motivated and experienced Enterprise Account Manager to join our dynamic team. In this pivotal role, you will be the primary point of contact and strategic partner for our largest and most complex enterprise clients, with a particular focus on Private Equity (PE)-backed groups managing multiple portfolio brands. Your mission will be to ensure these key accounts achieve exceptional success through seamless onboarding, deep adoption of our platform, and sustained long-term value realization. This is a hands-on, high-impact position that demands a unique blend of technical acumen, rigorous project management, and sophisticated executive relationship management.
• • You will be instrumental in leading multi-brand implementations from inception to completion. This involves orchestrating complex projects, coordinating diverse cross-functional internal teams, and engaging directly with C-level executives and operational leaders within our client organizations. Your expertise will be crucial in designing, delivering, and scaling Hatch's solutions to meet the unique needs and ambitious growth objectives of their entire portfolios.
• • A core aspect of this role involves building and managing comprehensive onboarding project plans. These plans will be meticulously crafted and presented to C-level stakeholders, ensuring clarity, alignment, and accountability. You will leverage your technical skills to configure integrations using industry-standard tools like Zapier, webhooks, and APIs, acting as a bridge between our clients' existing systems and the Hatch platform. Furthermore, you will collaborate closely with our Product and Engineering teams to diagnose and resolve complex implementation challenges, ensuring a smooth and efficient technical setup.
• • **Customer Onboarding & Value Delivery:**
• • Own the end-to-end onboarding and customer success lifecycle for our most strategic enterprise and PE-backed accounts.
• • Develop and meticulously manage detailed project plans, clearly outlining timelines, key responsibilities, critical deliverables, and success metrics for complex, multi-brand deployments.
• • Oversee and ensure the successful integration and data setup across multiple portfolio companies, maintaining consistency and adherence to best practices.
• • Proactively monitor account health, identify potential adoption gaps or technical issues, and implement timely solutions to mitigate risks.
• • Facilitate impactful executive business reviews (QBRs), presenting key performance indicators, strategic insights, and actionable recommendations designed to drive measurable Return on Investment (ROI) for our clients.
• • **Technical Execution & Integration:**
• • Design, build, and manage sophisticated Zapier automations to seamlessly connect customer systems, streamline workflows, and automate critical business processes.
• • Serve as the technical liaison, partnering effectively with our Product and Engineering teams to troubleshoot API connections, resolve integration challenges, and ensure robust data flow.
• • Meticulously document all technical workflows, integration configurations, and troubleshooting steps to ensure consistency, repeatability, and scalability across diverse brands and geographical regions.
• • **Project Management & Cross-Functional Coordination:**
• • Act as the dedicated project lead for all multi-brand, regional, or highly complex implementations, ensuring projects stay on track and within scope.
• • Foster strong collaboration with internal Hatch teams, including Sales, Product, Engineering, and Customer Support, to guarantee seamless project execution and a unified customer experience.
• • Diligently track project milestones, dependencies, and potential risks, providing clear, concise, and timely communication of progress to all internal and external stakeholders.
• • Manage critical escalations effectively, coordinating swift and decisive resolution of high-impact issues to maintain client satisfaction and trust.
• • **Account Growth & Retention Strategy:**
• • Develop bespoke success plans for each enterprise client, meticulously aligning their strategic business goals with measurable outcomes and Hatch's platform capabilities.
• • Proactively identify and pursue opportunities for account expansion, including increased product usage, adoption of advanced AI features, and the implementation of valuable add-on modules.
• • Collaborate closely with the assigned Account Executive and Director of Enterprise Customer Success to develop and execute comprehensive renewal and expansion strategies.
• • Cultivate and maintain robust, trusted relationships with key customer executives and operational leaders, becoming an indispensable strategic advisor.
• • This role is ideal for an individual who thrives in a fast-paced, client-facing environment and possesses a strong desire to drive tangible business outcomes for leading organizations. You will be at the forefront of our enterprise client relationships, shaping their experience and ensuring their long-term success with Hatch.