Enterprise Account Manager

Role Overview

• Manage a portfolio of enterprise clients serving as a trusted partner throughout the customer lifecycle.
• Build strong relationships with users by understanding their goals, challenges, and priorities, and aligning Qwoted’s features and services to their needs. This may require making office visits to clients in the NY area.
• Drive product adoption and engagement through proactive outreach, strategic follow-up, and ongoing account support.
• Respond to customer questions and issues in a timely, accurate, and thoughtful manner across email, chat, and phone.
• Maintain account settings, support profile completion, and ensure users are fully set up for success on the platform.
• Track account activity, user behavior, and usage patterns to identify risks, opportunities, and areas for growth.
• Partner with users to help them use specific platform features more effectively and achieve stronger outcomes.
• Handle customer concerns with professionalism, empathy, and a solution-oriented approach.
• Develop deep product knowledge so you can confidently answer questions, troubleshoot issues, and recommend best practices.
• Identify expansion, retention, and relationship-building opportunities within your book of business.

Requirements

• 3-6 years of experience in account management, customer success, client services, or another B2B customer-facing role.
• Experience managing SMB, mid-market, or enterprise accounts in a SaaS or platform-based business.
• A strong relationship-building mindset and a high standard of client service.
• Strong organizational and time management skills, with the ability to manage multiple accounts and priorities effectively.
• A proactive, solutions-oriented approach to client management.
• Comfort working cross-functionally and balancing relationship management with executional details.
• A detail-oriented approach to account support, follow-up, and customer communications.
• Experience using support, CRM, or customer communication tools such as HubSpot and Intercom.
• The ability to understand customer needs and translate them into effective platform usage and account strategy.
• Entrepreneurial spirit with the ability to self-manage time and work independently.