Account Manager (SMB)

The Account Manager (SMB) at Sensor Tower is responsible for managing a portfolio of SMB clients by focusing on renewals, upsells, and ensuring Net Revenue Retention (NRR) growth. This role includes overseeing contract renewals, accelerating the renewal process, and maintaining Salesforce records. Additionally, the Account Manager partners with Customer Support to manage at-risk accounts and enhance customer satisfaction.

To qualify for the Account Manager (SMB) position at Sensor Tower, candidates should have prior experience in Support, Services, or Customer Success roles. Familiarity with contracts and terms of service is essential, along with strong organization and communication skills. Experience with Salesforce, particularly the 'opportunity' object, is highly beneficial.

Ensuring customer satisfaction during contract renewals is a critical responsibility of the Account Manager (SMB) at Sensor Tower. This includes proactive communication, identifying at-risk accounts, addressing customer objections, and facilitating discussions about budget renewals. The role also involves building effective relationships through regular communication and collaboration with the Customer Support team.

At Sensor Tower, the Account Manager (SMB) holds significant growth potential as they navigate customer relationships and engagement strategies. As this role involves shaping renewal processes and advocating for operational improvements, successful Account Managers can find opportunities for advancement within the company, potentially exploring roles in Customer Success leadership or sales operations.

Sensor Tower is an attractive employer for Account Managers (SMB) due to its dynamic environment, growth potential, and commitment to employee development. The uncapped commission structure and competitive salary range provide strong financial incentives. Additionally, employees are empowered to contribute to shaping processes within the company, making it a fulfilling place to build a career.

When discussing your experience with managing customer renewals, be specific about the strategies you've implemented to ensure timely and successful renewals. Emphasize your ability to maintain relationships and communicate effectively with customers to address their needs.

To effectively handle objections from customers, highlight your approach to active listening, empathy, and problem-solving. Discuss specific examples of how you navigated customer concerns, presented value, and achieved successful outcomes to renewals.

When asked about the tools you've used, mention your familiarity with software like Salesforce, if applicable. Discuss how you've leveraged these tools to track renewals, manage records, and enhance communication with clients.

Discuss your method for evaluating customer engagement metrics, identifying patterns that signal potential churn, and implementing proactive strategies to engage those customers. Illustrate with specific examples where you successfully turned around at-risk accounts.

Share your approach to prioritizing tasks, emphasizing organizational skills and the importance of assessing urgency vs. importance. Discuss tools or methodologies you utilize to stay on track and ensure deadlines are met.

Describe your teamwork philosophy by emphasizing open communication and a collaborative spirit. Share experiences where your collaboration with Customer Support or Sales teams led to successful resolutions and client relationships.

Detail the processes you implement to ensure timely execution, such as setting deadlines, regular follow-ups, and utilizing project management tools to track progress. Provide examples of how you overcame any challenges in this area.

When answering this question, share a specific situation that highlights your sales acumen and relationship-building skills. Discuss the customer's needs, how you identified an upsell opportunity, and the outcome.

Explain your approach to effective communication, focusing on active listening and empathy. Discuss techniques you use during challenging conversations to ensure clarity and understanding, while reinforcing the value of the service.

In this answer, discuss how Customer Success supports Account Management by ensuring that clients achieve the value they expect from their services. Emphasize the importance of continuous engagement and feedback loops with clients.