Manager, Mid-Market Account Management

As the Manager of Mid-Market Account Management at Attentive, your key responsibilities include leading and coaching a high-performing team, driving strategic revenue growth through the adoption of new products, and collaborating with other departments to enhance the customer experience. You will manage the end-to-end sales cycle, identify upselling opportunities, and ensure your team meets performance targets while analyzing metrics to inform strategic decisions.

Candidates for the Manager, Mid-Market Account Management position at Attentive should possess 5+ years of experience in account management or customer success within a B2B SaaS setting. Strong leadership skills, a proven track record in managing high-performing teams, and an analytical mindset are essential. Excellent communication and problem-solving abilities are also key to drive success in this role.

Attentive ensures success for its Manager, Mid-Market Account Management by providing ongoing coaching and support, identifying core competencies, and collaborating with Enablement teams to address knowledge gaps. The role is designed not only to drive results but also to foster the growth of team members, ensuring they have the tools and training needed to thrive.

The Mid-Market Account Management role is significant to Attentive’s growth strategy because it directly impacts revenue generation and customer retention for SMB and Mid-Market clients. By guiding the team to effectively promote and adopt Attentive's innovative products, the Manager plays a crucial part in the company’s efforts to enhance client satisfaction and long-term success.

Attentive fosters a vibrant company culture that celebrates innovation and collaboration. Employees are encouraged to embody an entrepreneurial mindset, take ownership of their work, and contribute to the company's mission of enhancing brand-customer relationships. The culture is supportive, with an emphasis on personal growth and collective success as essential elements of our journey.

When answering this question, focus on specific examples of leadership roles you've held. Identify the size of the teams you've managed, the strategies you implemented to enhance team performance, and any measurable outcomes achieved. Emphasize how your leadership style fosters collaboration and drives results, showcasing your understanding of the complexities in account management.

In responding, outline a strategic plan that includes understanding customer needs through data analysis, conducting targeted training sessions for the team, and establishing a feedback loop with SMB clients. Highlight the importance of clear communication and personalized support as key drivers in successful product adoption.

Discuss the metrics that are valuable to you, such as service level agreements, customer satisfaction scores, and revenue growth. Emphasize the importance of regular performance reviews, creating a culture of accountability, and using data analytics to inform your assessments and adjustments to strategies.

Share a specific instance where you faced a challenging customer issue. Detail your approach to resolving it, including how you involved your team, what strategies you employed to communicate effectively, and how you turned the situation around for a positive outcome. This showcases your problem-solving skills and commitment to customer success.

In your response, highlight how collaboration between various departments—such as sales, marketing, and product—contributes to enhanced customer experiences and drives growth. Discuss examples of successful collaborative efforts you’ve led or participated in, emphasizing the importance of teamwork in achieving common goals.

Elaborate on the methods you use to keep your knowledge current, such as attending industry webinars, following key publications, and engaging in professional networks. Highlight how this knowledge informs your strategies and decision-making, allowing you to provide exceptional value to your clients.

Discuss different motivational techniques, such as setting clear and achievable goals, providing recognition for accomplishments, and encouraging professional development opportunities. Share specific programs or initiatives you’ve implemented to foster a positive team environment and inspire high performance.

Discuss how you analyze customer usage patterns and feedback to identify opportunities for upselling or cross-selling. Highlight your ability to customize offerings based on individual client needs and your team's collaborative approach in aligning products with customers' goals.

Identify key performance indicators such as customer retention rates, Net Promoter Scores (NPS), and revenue growth from existing customers. Discuss how you use these metrics to gauge success and how they influence your strategies and decision-making in the role of Manager, Mid-Market Account Management.

In your response, stress the importance of addressing the issue directly and with empathy. Describe how you would assess the reasons for underperformance, provide constructive feedback, and work with the team member to develop a personalized improvement plan, ensuring they feel supported and are given the tools they need to succeed.