View Our Website View All Jobs

Account Manager

Formstack, the most flexible and powerful form building application, is looking for an Account Manager to add to its already awesome Customer Success Team

Formstack is a 10 year old company with its roots in Indianapolis. Our customers span 110 different countries, and our employees live and work across the U.S. and the globe.

We provide a remote work environment that is flexible and provides great freedom for those who can perform, however we are looking for someone located in Colorado for this role. 

About This Role:

Formstack is looking for a world-class Account Manager that can make a direct connection between a user’s goals and how our solution is implemented. This involves determining the appropriate use cases, showing how our product drives key processes for the client and ultimately driving major business outcomes for your customers.

Long-term success in this job is keeping revenue churn for your clients at 90% and adding $50,000 in expansion revenue.  You will be compensated on these KPI and will care deeply about them.

What You'll Do:

As the Account Manager, you will be responsible for everything about your portfolio of customers after the initial sale. You’ll educate established customers about new functionalities, best practices, industry developments and otherwise increase the value Formstack delivers to their organization.  You will develop a deep understanding of customer engagement and the Formstack platform so as to create and evolve best practices around the technology.

  • Develop trusted advisor relationships with customer executive sponsors and key stakeholders, to ensure Formstack activities are closely aligned with the customer's business case and business strategy, allowing the full potential of their Formstack solution to be realized.
  • Ultimate responsibility for the customer's renewal and for expansion of the platform. You promote maximum value from their investment in Formstack, utilize all their licenses, identify new opportunities, and collaborate with sales teams to ensure growth attainment and increased footprint.
  • Engage regularly with customers via Adoption meetings and Strategic Business Review meetings to identify needs and stay strategically aligned.
  • Coach customers to ensure they are leveraging all available Formstack resources e.g. Help & Training, User Groups, webinars, etc.
  • Develop a comprehensive understanding of typical business challenges faced by customers and common objectives to appropriately map Formstack features and associated business benefits to address their needs.
  • Serve as a customer advocate in driving industry best practices and the evolution of Formstack products and services, which are integral to the customer's success.
  • Deliver successful customers to the contract renewal cycle and, where necessary, support the renewals process to minimize customer attrition.
  • Coordinate with other Formstack teams including, management, sales, support, professional services, marketing, and product management and development, in order to meet account performance objectives and customers’ expectations.
  • Possess a comprehensive understanding of Formstack solutions in order to serve as a product subject matter expert (SME) to demo, train and influence cross-sell/upsell opportunities.
  • Meets assigned targets and strategic objectives in assigned accounts (ie. Churn & Upgrades).
  • Maintain accurate information of all customer interactions and customer intelligence data using Salesforce.com or any other CRM application used by Formstack.
  • A high-achiever that is laser focused on exceeding your customer’s expectations, offering valuable add-ons specific to them, and you’re always looking for ways to solve a problem better.

Responsibilities:

  • Oversee the on-boarding of new accounts and ensure successful implementations.
  • Work with existing account to make sure the are utilizing Formstack.
  • Track & monitor account status and identify areas of concern.
  • Develop application notes to help customers understand actions they need to take to achieve success.
  • Strategize, conceive and execute internal processes to streamline and scale customer-success work.
  • Identify areas for improvement not only in our products and services, but also in the Customer Success function as a whole. Communicate internally with relevant stakeholders in sales, marketing, product and engineering to make your customer’s lives better.

Requirements:

  • At least 2 years experience as an Account Manager in a software company
  • Strong knowledge of online software (SaaS) products and services, broadly defined
  • Experience in Product Management, Consulting, Data Analysis, or Financial Analysis AND the ability to work with, connect to, and influence people
  • Great communication, account management, project management and problem-solving skills
  • Strong writer and speaker – documents, presentations, webinars and events
  • Organized and systematic with great attention to detail
  • Able & willing to travel periodically as the job requires

What Formstack Offers:

  • Remote environment
  • Medical, Dental, Vision as well as company-paid Disability and Life Insurance Benefits.
  • 401k with matching company contribution
  • Friday Lunch (Indianapolis Office)
  • The most up-to-date technology, including company-issued Macs, the latest software and other tools needed to excel at your job
  • Company-paid conferences and extended learning
  • Yearly company gatherings
  • Generous PTO

Want to learn more about who we are and what we value? Check out this Video and apply if you want to jump into the next great chapter of your life!

Read More

Apply for this position

Required*
Apply with Indeed
Attach resume as .pdf, .doc, or .docx (limit 2MB) or Paste resume

Paste your resume here or Attach resume file