Working as part of Absolute's go-to-market team, Account Managers are primarily responsible for quarterbacking the end-to-end renewal process for a portfolio of assigned Latin American customer accounts. You will be responsible for successfully processing renewals and attaining quarterly retention targets. You will handle renewals strategy, customer engagement, negotiations, and contract/order administration. You will proactively engage with existing customers to review overall account health, customer outcomes, new product offerings, and consult to help sustain and grow our footprint in these accounts.Key Responsibilities:Renewals ManagementDirect ownership of portfolio of customer accounts with responsibility for securing successful renewals, measured by gross retention rateLead the end-to-end renewal process from a commercial account management perspectivePartner closely with Customer Success and Technical Account Managers to ensure customer value outcomes are realizedConsult with customers to identify best fit for product editions, services/support, and licensing modelsIdentify opportunities for expansion and upsell, then partner with Sales on close plansManage customer contracts, license agreements, and commercial negotiationsAlign with Absolute's channel partners to prepare and present renewal quotes to customersBe the internal "voice of the customer" while balancing the needs of the organizationProactively identify risks to the renewal process, and escalate accordingly, collaborating with internal teams to mitigate risk with customer-first solutionsCustomer EngagementProactively engage with customer throughout customer lifecycle to ensure customer health, usage/adoption, and satisfaction criteria are achievedBuild and strengthen customer relationships at executive, influencer, and contributor levelsPresent Absolute product web demos to existing customers as a solution to their needsBecome a trusted advisor and product expert to all customers regarding endpoint management and securityShare customer best practices and acquire customer referencesOpportunity ManagementEnsure customer and contacts data is continually up to dateMaintain rolling 12-month forecast of upcoming renewal opportunitiesMonitor account health/risk indicatorsExecute renewals management playbooks and calls-to-action in line with Absolute's customer lifecycle management best practicesInput and record pertinent meetings, emails, phone calls and supporting customer data to ensure seamless customer supportUtilize best-of-breed sales & customer management platforms (SFDC, Clari, Gainsight, etc.)WHAT YOU'LL NEED:Fluent in English and Spanish (required)Experience in SaaS technology customer-facing roles such as sales, account management, customer success, or renewals/contracts managementDemonstrable ability to quarterback the end-to-end renewals sales process (timelines, dependencies, risk management, multi-level stakeholder engagement)Successfully track record of attaining and exceeding quota targetsAbility to take ownership of a book of renewals business, including forecasting, pipeline management, risk mitigation, contract negotiationExperience working in multiple types of SaaS agreements and licensing modelsDemonstrable ability to negotiate win-win contractsCreative problem solver with customer-first mindsetStrong collaborator with internal stakeholder groupsAgility to adapt to evolving operational processes
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