[Remote] Account Manager

Note: The job is a remote job and is open to candidates in USA. Quavo is the industry leader in fraud and disputes management technology, and they are seeking an Account Manager to manage a portfolio of mid-market to large clients. The role involves building trusted relationships, identifying growth opportunities, and ensuring client satisfaction with the Quavo platform.ResponsibilitiesOwn a defined portfolios of mid-market and large clients, serving as the primary point of contact throughout the client lifecycleBuild and maintain trust-based relationships with operational managers, product owners, and key decision-makers within client organizationsConduct regular cadence calls, business reviews, and strategy sessions to align on goals, surface risks, and demonstrate ongoing valueIdentify and pursue expansion and upsell opportunities within your portfolio, owning the full expansion sales cycle from discovery through closeMonitor account health indicators (usage, support trends, sentiment) and proactively intervene before issues escalateDrive net revenue retention by minimizing churn and positioning clients for long-term success on the Quavo platformDevelop success plans that map client goals to Quavo capabilities, creating clear roadmaps for product adoption and expansionTrack and report on expansion pipeline, renewal forecasts, and account health metrics to leadership on a regular basisDevelop working knowledge of the Quavo platform to guide clients on configuration, best practices, and optimal product utilizationPartner with the Marketing team to generate referrals and case study opportunities from satisfied clientsMaintain accurate client records, opportunity tracking, and health documentation in CRM toolsProvide account scorecards and sentiment summaries to leadership, surfacing insights and flagging accounts that need additional attentionResolve or escalate client issues within defined SLAs, ensuring timely communication and follow-throughContribute to internal knowledge sharing by documenting common client challenges, solution patterns, and escalation outcomesSkills3+ years of experience in client success, account management, or a client-facing role within a SaaS, fintech, or financial services environmentDemonstrated ability to manage a portfolio of clients with ownership of both retention and growth outcomesTrack record of building productive relationships with operational, mid-level and executive stakeholders at client organizationsComfortable running discovery conversations, Business Reviews and owning expansion opportunities end-to-end, including negotiation and closeStrong written and verbal communication skills; confident presenting to groups of executive and C-level stakeholdersOrganized and self-directed; able to manage multiple clients and competing priorities without close supervisionAbility to travel up to 25% of the time (depending on territory)Background in SaaSPrior experience in a CSM/AM role that carried a formal quota or revenue targetFamiliarity with CS platforms such as Gainsight, Totango, or ChurnZeroExperience with SFDC and related tools and comfort working with usage data to build account narrativesExperience with MEDDPICC, or similar enterprise qualification frameworksBenefitsBonus and commission tied to retention and expansion targetsCompany OverviewQuavo's QFD® platform automates fraud & dispute management, helping financial institutions resolve faster, recover more, and make it right. It was founded in 2015, and is headquartered in Wilmington, Delaware, USA, with a workforce of 51-200 employees. Its website is https://www.quavo.com.