Role Description

DocSend is looking for an ambitious Account Manager to proactively and reactively drive retention and expansion of our strategic emerging customers. With a rapidly growing customer base, this is an opportunity to jump in at an exciting time and be a key member of a core customer success team.

The Account Manager will be responsible for helping our customers maximize the value of DocSend throughout their lifecycle, from onboarding through renewal. You’ll do this through user trainings, proactive health monitoring, suggesting best practices, and day-to-day support related tasks.

Responsibilities

• Provide world-class account management to DocSend’s emerging managed customers.
• Onboard new customers by providing training and helping to set up their content in DocSend.
• Manage the renewal process and identify any customer risks. Deploy save tactics and escalations as needed for resolution.
• Uncover and negotiate up-sell and expansion opportunities.
• Design and implement processes and systems to make the DocSend CS team more efficient and effective.
• Be the voice of the customer. Work with product and engineering to clearly communicate customer feedback and define the company roadmap.
• Coordinate with support on technical product issues.

Requirements

• Minimum 3+ years in a customer facing role
• College degree
• Hunger and tenacity to build on customer success skills
• Renew and expand the quota associated with your assigned book of business 
• Empathetic approach to customers and customer problems
• Outstanding written and verbal communication skills
• Be comfortable speaking to executive level stakeholders and tactical users with internal support, and understanding which strategies will speak to each. 
• Technical aptitude and a passion for efficiency
• Great attention to detail