Menu

Associate Account Manager

Role Overview:

The Associate Account Manager at Showd.me is a key internal role responsible for independently managing the ongoing success and engagement of a dedicated portfolio of assigned clients after their initial platform implementation. This position drives client retention, maximizes platform adoption, and identifies growth opportunities. The Associate Account Manager is responsible for fostering strong client relationships, proactively managing client health, and ensuring high training completion rates for their accounts.

Key Responsibilities:

  • Client Relationship Management:
    • Independently foster and maintain strong relationships with organizational-level contacts and sub-agency specific contacts within a dedicated portfolio of client accounts.
    • Lead and facilitate regular scheduled virtual calls and client meetings, ensuring effective communication and strategic alignment.
    • Proactively engage with clients through email and Intercom, and make phone calls as needed to drive engagement and address concerns.
  • Engagement & Completion Driving:
    • Drive client engagement by actively monitoring progress towards 100% completion of learning paths, identifying and addressing areas of low engagement.
    • Strategically guide clients on how to optimize their use of the system and learning paths to achieve compliance and high completion rates (target: 90% or greater).
  • Upsell/Cross-sell Opportunity Identification & Pursuit:
    • Proactively identify and pursue upsell or cross-sell opportunities within existing client accounts to drive expansion revenue (target: 10% growth in Book of Business).
  • Renewal Management:
    • Independently manage client renewals, initiating discussions 30/60/90 days out from the renewal date.
    • Identify and articulate renewal risks and develop mitigation strategies.
  • Strategic Guidance on Configuration:
    • Provide ongoing strategic guidance to clients on how to best configure the system and learning paths for their specific needs, leveraging a solid understanding of platform capabilities.
    • Ensure ongoing compliance adherence for clients by guiding them through relevant platform features.
  • Client Concern Ownership & Support Oversight:
    • Take ownership of addressing client concerns, troubleshooting common issues, and escalating complex or recurring issues to appropriate internal teams (e.g., Senior Account Manager, Engineering) with clear prioritization.
    • Monitor each client's support requests handled by the outsourced Tier 1 support team to proactively address risk areas and ensure top-tier support.
  • Internal Cross-Functional Collaboration:
    • Identify risks within client accounts and appropriately escalate them to your manager, senior team members, or other departments.
    • Create and drive the correct prioritization of production support tickets for bugs or enhancement requests to your senior team members and manager that impact customer relationships and growth.
    • Ensure any new client projects (e.g., re-onboarding needs, complex configuration changes) are properly scoped and effectively prioritized by the Implementation or Content teams.
  • Adherence to Standards & Best Practices:
    • Maintain accurate client records within Google Suite (Docs, Sheets, Slides) and contribute to the evolution of internal documentation processes.
    • Demonstrate consistent adherence to Showd.me's standards and best practices for client interaction, organization, and professionalism.

Required Qualifications & Skills:

  • Bachelor's degree in a relevant field or equivalent practical experience.
  • 2-5 years of proven experience in an Account Management, Customer Success, or similar client-facing role within a SaaS environment, with a track record of driving client engagement and retention.
  • Strong relationship-building and communication skills (written, verbal, presentation).
  • Proactive problem-solving abilities and a client-centric approach.
  • A decent understanding of the Showd.me system, capable of troubleshooting common issues and articulating platform value.
  • Proficiency in Google Suite (Docs, Sheets, Slides).
  • Experience with communication tools like Intercom for client engagement.
  • Understanding of the post-acute care industry (Skilled Nursing Facilities, Home Care, Home Health, ABA clients) and their compliance needs.

Working Environment:

The Associate Account Manager role requires strong self-motivation, organization, and effective virtual collaboration skills.

Compensation

At Showd.me, we are committed to providing competitive pay and benefits. Compensation packages are based on a wide array of factors unique to each candidate including but not limited to skill set, years & depth of experience, and specific office location.

The annual total cash compensation range is $65,000- $75,000. However, actual salaries can vary based on a candidate’s qualifications, skills and competencies, as well as location.

Equal Employment Opportunity Statement

Showd.me is an Equal Employment Opportunity employer and provides equal opportunities to all employees and applicants without regard to an individual’s age, race, creed, color, religion, national origin, sex (including pregnancy) or sexual orientation, gender expression, military status, marital status, genetic predisposition or carrier status, disability or membership in any other protected class under applicable law.

Disability Accommodation

We are committed to providing reasonable accommodations to applicants and employees with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job.

 

Job Type: Full Time

Job Location: Remote

Job Benefits: 401k, Dental Insurance, Health Insurance, PTO, Vision Insurance

Job Compensation: Base Salary (Bonus Eligible)