Company Overview We are obsessed with helping organizations get the correct answers they need out of data quickly. At Whooster, we never lose sight of how our technology and data help and protect our citizens and put the bad guys away. We assist businesses in reducing fraud and risk, which reduces a business's cost because we all know when business costs go up, those increases are passed on to the consumer. Come join us at Whooster and help us achieve our mission.
Whooster Data Division:
Reliable real-time delivery of accurate current and historical, private, and public data (OSINT). Whooster Data Fusion technology delivers the up-to-date, reliable data needed for public safety, regulatory, and private concerns. Integration of public and private data sources into information solutions for Law Enforcement, Intelligence Agencies, and Government and private sector clients
- (Insurance
- Financial Institutions
- Legal
- Risk Management and compliance
- Healthcare
- Recovery).
Our OWL Intelligence Platform Division is a revolutionary SaaS & Enterprise tool that empowers the public and private sector with comprehensive data management and analysis capabilities. Our unified solution includes Case & Subject Management, Records & Document Management, Data Classification & Retention, ELT Tools, Data Visualization, Information Sharing and Intelligent Process Automation and much more
- all powered by cutting-edge data fusion, file linking, and proprietary algorithms.
Position Summary The Customer Account Manager is responsible for the ongoing management, retention, customer success, and growth of an assigned portfolio of Whooster customers. The position integrates Account Management and Customer Success, and as the primary relationship owner, is accountable for maintaining the customer relationship, monitoring customer health and product adoption, managing renewals, identifying risk, and developing opportunities for additional Whooster Data and OWL Intelligence Platform products and services. The Customer Account Manager works collaboratively with Account Executives, Client Services, Training, Product, and OWL Onboarding and Implementation to ensure customers receive appropriate support throughout the customer lifecycle. This position carries both customer retention and revenue growth responsibilities. Essential Duties and Responsibilities Account Ownership and Customer Relationships Serve as the primary ongoing relationship owner for assigned customer accounts following transition from Sales. Develop and maintain relationships with customer administrators, users, champions, decision-makers, department leadership, procurement contacts, and budget owners as appropriate. Develop an understanding of each customer's organization, operational requirements, use cases, current products, budget cycle, and future needs. Maintain appropriate communication with customers based upon account value, customer health, renewal timing, growth potential, and other established account-management criteria. Develop relationships beyond the primary administrator or user to strengthen and expand the Company's relationship within each assigned organization. Maintain accurate account, contact, activity, renewal, risk, and opportunity information within HubSpot. Customer Success and Product Adoption Monitor assigned accounts for appropriate activity and take action accordingly. Identify declining usage, inactive users, adoption issues, customer dissatisfaction, or other conditions that may place a customer relationship or renewal at risk. Proactively engage customers to address identified risks and improve utilization. Assist customers in understanding how to obtain greater value from Whooster Data and, where applicable, the OWL Intelligence Platform. Coordinate with the Training Department when additional administrator or user training is appropriate. Conduct account reviews, customer-success discussions, or QBRs as required by the Company's Customer Success and Account Management procedures. Escalate material customer concerns to the appropriate internal department and remain responsible for ensuring appropriate follow-through. Renewals and Revenue Retention Own the renewal process for assigned customer accounts. Maintain an accurate rolling renewal pipeline. Initiate and manage renewal activities according to established Company timelines and procedures. Account Expansion and Upselling Identify expansion opportunities to increase revenue within assigned customer accounts. Manage routine expansion of existing Whooster relationships, including additional users, usage, data products, services, departments, units, or other available offerings. Develop knowledge of the customer's broader organization to identify departments, divisions, business units, or use cases that may benefit from additional Whooster or OWL solutions. Maintain an accurate expansion opportunity pipeline in HubSpot. Customer Onboarding Account Executives are responsible for the initial onboarding of all new customer accounts.
The Customer Account Manager will:
Become familiar with the account during or following onboarding. Coordinate with the Account Executive as the account transitions into ongoing account management. Work with the Training Department regarding subsequent training or adoption requirements. Assume ongoing responsibility for the account following the approved handoff.
Cross-Functional Coordination Work collaboratively with:
Account Executives:
New solutions, strategic expansion, OWL opportunities, and complex sales opportunities.
Client Services:
Account administration, user changes, billing and invoicing support, and Tier 1 customer-service matters.
Training:
Administrator and user training for Whooster Data and OWL.
Product:
Product feedback, customer use cases, product requirements, and material product concerns.
Onboarding and Implementation:
configuration, deployment, and implementation activity. Qualifications Bachelor's degree or equivalent combination of education and relevant professional experience preferred. Three or more years of relevant experience in account management, customer success, SaaS, technology sales, or another customer-facing business role preferred. Demonstrated ability to manage ongoing business relationships and multiple customer accounts. Experience with renewals, customer retention, or account expansion preferred. Strong written and verbal communication skills. Strong organizational, time-management, and follow-up skills. Ability to manage multiple renewal dates, customer priorities, and revenue opportunities simultaneously. Ability to communicate effectively with end users, administrators, managers, procurement personnel, and senior decision-makers. Ability to identify business needs and potential commercial opportunities. Experience using CRM systems, including HubSpot, preferred. Experience with data services, SaaS, government, law enforcement, insurance, investigations, corporate security, or related markets is preferred but not required. Knowledge, Skills and Abilities Customer relationship management Customer retention and renewal management Customer-success and adoption management Account expansion and consultative selling Business judgment and commercial awareness Problem identification and escalation CRM and pipeline management Cross-functional collaboration Ability to prioritize activity across a large portfolio of accounts
Logistics Shift:
8-hour shift
Work Location:
In-person, Buda, TX office
Job Type:
Full-time Benefits:
401(k) Dental insurance Disability insurance Health insurance Paid time off Vision insurance
Salary:
$65,000/year plus an incentive plan. Whooster is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Pay:
$65,000.00 per year
Benefits:
Dental insurance Disability insurance Health insurance Opportunities for advancement Paid time off Vision insurance Application Question(s): How many years of experience do you have in account management, customer success, SaaS, technology sales, or other customer-facing business role? Please rate your ability to communicate effectively with end users, administrators, managers, procurement personnel, and senior decision-makers.
Education:
Bachelor's (Preferred)
Experience:
Proficiency with CRM systems, including
HubSpot:
3 years (Preferred) Ability to
Commute:
Buda, TX 78610 (Preferred)
Work Location:
In person
