Account Manager, Retention at The Knot Worldwide in Annapolis, Maryland

Job Description:

ABOUT THE ROLE AND OUR TEAM:

The Account Manager, Retention (AM-R) is responsible for meeting or exceeding expectations for retention among the TKWW wedding pro (vendor) base. As the primary business consultants to TKWW's vendors, the AM-R is responsible for a set of accounts and provides both reactive and proactive services to help paying vendors stay on track and see success on the TKWW platform(s).

RESPONSIBILITIES:

• Maintain ownership and accountability of a book of business to achieve monthly retention targets.
• Directly influence retention by managing manual and auto renewals, handling both obvious and subtle requests to cancel or downgrade TKWW services, and identifying opportunities to upsell and expand services.
• Conduct targeted proactive outreach to limit churn and/or prepare assigned accounts for upcoming renewals.
• Consistently meet or exceed stated performance expectations for work quality, quantity, and impact.
• Share "the voice of the vendor" from the Retention POV so leadership can adequately support retention efforts.
• Remain 100% compliant with all data, record-keeping, and reporting requests.
• Other projects/duties as assigned.

• 2+ years in a revenue-responsible role with outcome-based performance expectations.
• Experience in a quota or other individual metrics accountability environment
• Renewal/retention/support/cancellation experience in a B2B setting
• Experience managing a large book of business with Accounts across multiple verticals/categories
• Comfortable with direct accountability for individual and team outcomes
• Proven influencing and problem-solving skills. Can get customers to "yes" in multiple situations using multiple tools
• Excellent written and verbal communication skills
• Proven customer service and relationship building skills, including the ability to de-escalate sensitive conversations with customers via phone and email
• Thrives in a high-pace and collaborative team environment
• Quantitative and analytical skills
• Comfortable with change, ambiguity, and decision-making with incomplete information
• Ability to prioritize and stay organized while balancing inbound client requests/questions and outbound proactive outreach

• Consulting or coaching experience with small, medium-sized businesses
• SaaS, online marketplace, and/or online advertising experience
• Salesforce CRM and reporting