Senior Account Manager

Role Overview

• Manage and develop strong relationships with senior and working team client stakeholders.
• Serve as the primary point of contact for assigned accounts and own the full lifecycle including onboarding, optimization, and renewal stages.
• Lead and facilitate two-way communication between Marchex and customers, including organizing meeting agendas, presenting insights, and demonstrating features and benefits of the Marchex product suite.
• Conduct Strategic Business Reviews focused on performance metrics, ROI, improvement recommendations, and strategic planning.
• Maintain accurate account data, lifecycle stages, and forecasting within CRM platforms.
• Identify renewal risks early using health scores, engagement indicators, and product usage trends and partner with leadership to mitigate risk accordingly.
• Analyze call data, sentiment trends, and missed opportunities to produce actionable insights that drive performance improvement.
• Build strategic account plans including forecasting, utilization tracking, call and conversation data insights, and revenue progression.
• Drive platform adoption across assigned accounts, ensuring customers maximize the value of the full Marchex solution.
• Work with Sales team to identify new revenue opportunities, up-sell and cross-sell pathways, and support contract renewals and expansions.
• Seek innovative, datadriven solutions to problems and processes to ensure customer success and sustained business impact.
• Collaborate crossfunctionally with Product, Analytics, Engineering, and Support teams to address customer feedback and resolve technical or performance gaps.
• Provide hands-on technical support to customers, ensuring quick resolution of platform questions, performance issues, or configuration challenges.
• Deliver ongoing product training for client stakeholders to ensure adoption and proficiency.
• Assist new customers through onboarding, setup, and early-stage education to establish strong initial engagement.
• Collaborate with Support and Product teams to escalate and resolve complex technical inquiries.
• Maintain deep product knowledge to effectively guide users and ensure they are equipped to leverage the platform’s full capabilities.

Requirements

• BA or BS preferred, or equivalent experience required.
• 5+ years of experience in account management, customer success, or consultative sales, ideally within automotive, SaaS, Martech, or digital media/marketing.
• Prior job experience in digital media/marketing or in related fields. Good understanding of paid search optimization and reporting platforms i.e. Google Analytics, Ads and Microsoft Bing as well as CRM platforms considered an asset.
• Strong analytical skills and experience presenting datadriven insights, performance dashboards, or ROI analyses.
• Experience managing large datasets and translating findings into actionable recommendations.
• Demonstrated ability to independently manage a customer portfolio, including renewals and expansion opportunities.
• Highly motivated self-starter with demonstrated initiative and the ability to make decisions independently with limited supervision.
• Must have superior in-person and virtual presentation and meeting management skills.
• Excellent and proven verbal, written, and interpersonal communication skills.
• Comfortable navigating CRM systems, analytics dashboards, and reporting tools including Salesforce, Excel, and PowerPoint.

Benefits

• Comprehensive Medical & Prescription Plan
• Dental & Vision Plan
• Marchex Paid Basic Life & AD&D Coverage
• Marchex Paid Long & Short-Term Disability
• 401(k) Plan (Pre-tax and Roth) and Match
• 2 Paid Volunteer Days Each Year
• 11 Paid Holidays
• Paid Time-Off Benefits
• Health Savings Account
• Health & Dependent Care Flexible Spending Accounts
• Paid Parental Leave Benefits
• Voluntary Life Insurance
• Employee Assistance Program (EAP)
• Discounts with Various Business Partners
• Headspace Membership
• Monthly Remote Work Stipend
• Virtual Social Connect Events