Account Manager

About the role:

An indispensable component of Clipboard's marketplace is its workplace customers. The Account Manager ensures the continued success of the partnership between Clipboard and its workplace partners, working to deliver an optimal experience at every level of their organizations. The job encompasses being a resource to workplaces when issues arise, liaising with building- and corporate-level contacts, and keeping abreast of a litany of important business metrics for each account. 

Your week will be balanced between high-touch customer engagement and internal account strategy, with a laser focus on net revenue retention. You are an avid problem-solver, a strategic communicator, and a diligent executor who can navigate complex relationships to sharpen your business acumen.

Responsibilities:

• Manage & grow your portfolio: Own a book of business with accountability for "Same-Store Shift Postings" (SSSP, which measures utilization) and "Same-Store Net Revenue" (SSNR, which measures profitability). In your pursuit of driving those numbers higher, you will identify churn risks, mitigate issues, and proactively uncover opportunities for commercial expansion.

• Strategic account planning: Build and maintain detailed account plans. Forecast performance accurately and provide regular insights to internal leadership regarding pipeline health and account stability.

• Drive executive value: Establish trust with both clinical and non-clinical executives. Lead Quarterly Business Reviews (QBRs) and strategic meetings to demonstrate value, align on business goals, and negotiate mutually beneficial outcomes.

• Operational excellence: Act as the primary point of contact for complex escalations, ensuring rapid resolution while implementing systemic solutions to prevent recurrence.

• Cross-functional advocacy: Partner with Product, Legal, and Strategy Operations to represent the voice of the customer, driving product improvements and internal initiatives that optimize the client experience.

Beyond the basics, what will make you successful:

• Extreme ownership: The buck stops with you, no matter what anyone else did or did not do. You're self-reliant, and can get things done in the chaos that is an early-stage startup scaling quickly.

• Extreme curiosity: You ask "why" 3-5 times in a row for the same problem, digging and digging and not being satisfied until you truly understand the root cause.

• Scrappiness: You look for ways through problems and refuse to let obstacles derail your progress. You bring solutions instead of asking ‘what should I do?’

• Fast-paced: You thrive on moving quickly and are highly adaptable to a market that evolves quickly.

Our interview process:

1. Application (where you are now!)

2. Case study

3. Interview 1 with a hiring manager

4. Interview 2 with Head of Account Management

5. Culture chat with a partner on our People Team

Why a case study first?

Since this role is remote and requires a high degree of autonomy, the case study helps us understand how you operate in an asynchronous environment. Specifically, we’re looking at how you interpret written context, navigate ambiguity, and identify opportunities independently. This ensures our first conversation is grounded in your actual work style rather than just a resume walkthrough.

Qualifications:

• Relationship management experience not required but strongly preferred

• Excellent verbal and written communication skills

• Willingness to try / lack of fear

• Bachelor's Degree

Benefits:

• Do great work that matters for customers who could really use your help

• Competitive pay

• Unlimited PTO

• Fully Remote

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