Torchora
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Key Responsibilities and Required Skills for Internal Account Manager

💰 $55,000 - $105,000

SalesAccount ManagementCustomer SuccessOperations

🎯 Role Definition

The Internal Account Manager is responsible for managing and growing relationships with assigned internal and external accounts, ensuring revenue retention and expansion, driving customer satisfaction, and coordinating cross-functional teams to execute account plans. This role acts as the primary day-to-day point of contact for account health, renewal negotiations, upsell opportunities, and operational escalation, while delivering on defined KPIs such as retention rate, net revenue retention, and customer satisfaction (CSAT/NPS).

📈 Career Progression

Typical Career Path

Entry Point From:

  • Account Coordinator / Account Support Specialist
  • Sales Representative / Inside Sales Representative
  • Customer Success Associate

Advancement To:

  • Senior Internal Account Manager
  • Key Account Manager / Strategic Account Manager
  • Account Director / Head of Account Management
  • Customer Success Director or Sales Manager

Lateral Moves:

  • Customer Success Manager
  • Sales Operations Manager
  • Business Development Manager

Core Responsibilities

Primary Functions

  • Manage a portfolio of internal and/or external accounts end-to-end, acting as the primary relationship owner and single point of contact for operational, commercial, and strategic matters.
  • Build and execute strategic account plans that align with customer goals and company revenue objectives, identifying opportunities to increase wallet share and reduce churn.
  • Drive renewal discussions and contract negotiations, preparing renewal proposals, pricing recommendations, and escalation paths to meet retention and margin targets.
  • Identify, qualify, and close upsell and cross-sell opportunities by partnering with product, sales, and marketing teams to craft compelling commercial propositions.
  • Monitor account health by tracking KPIs such as churn risk, product adoption, usage metrics, NRR (Net Revenue Retention), and CSAT/NPS; create remediation plans for at-risk accounts.
  • Coordinate cross-functional resources (implementation, product, support, finance) to ensure timely service delivery, smooth onboarding, and fast resolution of service issues.
  • Maintain accurate and up-to-date account records in the CRM (e.g., Salesforce), including activity logs, opportunity stages, forecasts, and contract terms to support forecasting and auditability.
  • Prepare and deliver stakeholder-ready account reviews, executive summaries, and ROI analyses that articulate value delivered and roadmaps for future growth.
  • Develop and maintain strong, long-term relationships with multiple stakeholder levels within client organizations, from day-to-day operators to executive sponsors.
  • Lead regular business reviews and performance check-ins with clients to align on objectives, surface risks, and secure commitment for renewal and expansion.
  • Serve as the escalation point for service delivery incidents, coordinating root-cause analyses and corrective action plans to prevent recurrence and restore client confidence.
  • Collaborate with product and customer feedback teams to capture feature requests, prioritize product roadmap inputs, and relay market insights for new product development.
  • Execute commercial initiatives such as promotional offers, pilot programs, and bundle pricing in partnership with sales leadership and finance to accelerate account growth.
  • Ensure compliance with contract terms, billing processes, and internal policies; coordinate with legal and finance to resolve billing disputes and amend contracts where necessary.
  • Forecast account revenue, prepare monthly/quarterly pipeline updates, and contribute to company-wide revenue planning processes with accurate, timely data.
  • Drive process improvements for account management practices, playbooks, and templates to scale consistent, measurable engagement across the book of business.
  • Mentor and train junior account team members on account management best practices, CRM hygiene, negotiation techniques, and stakeholder communications.
  • Conduct win/loss and churn analyses to surface trends, inform retention strategies, and influence product and commercial decision-making.
  • Collaborate with marketing on customer advocacy programs, case studies, and referenceable customer initiatives to support pipeline development and brand awareness.
  • Manage the operational lifecycle for client requests, change orders, and implementation upgrades, ensuring projects are delivered on time and within budget.
  • Advocate internally for client needs and ensure that SLAs and service-level expectations are documented, agreed upon, and consistently met.
  • Maintain up-to-date knowledge of the company’s product portfolio, competitive landscape, and industry trends to provide consultative advice and strategic recommendations.
  • Prepare and present periodic business cases to senior leadership to obtain resources for key accounts or to justify strategic investments in customer success.
  • Support M&A integration activities for accounts where applicable, ensuring continuity of service, contract alignment, and retention during transitions.

Secondary Functions

  • Assist with ad-hoc reporting and analysis to support account insights, churn prevention initiatives, and executive-level presentations.
  • Participate in internal product beta programs and act as a liaison to pilot customers to gather structured feedback and measure product-market fit.
  • Support onboarding and enablement sessions for new customers or new product features to accelerate time-to-value and adoption.
  • Contribute to internal knowledge base articles, account playbooks, and standard operating procedures to improve team efficiency and consistency.
  • Represent the account management function in cross-departmental process-improvement efforts and special projects as assigned.
  • Assist sales and finance with periodic contract renewals, invoicing reconciliations, and subscription amendments when necessary.
  • Support churn mitigation campaigns and retention-focused marketing initiatives by providing account-level insights and customer testimonials.

Required Skills & Competencies

Hard Skills (Technical)

  • CRM proficiency (Salesforce, HubSpot, or equivalent): account management workflows, pipeline management, and reporting.
  • Account planning and forecasting: ability to build account plans, revenue forecasts, and track Net Revenue Retention (NRR).
  • Contract negotiation and commercial acumen: drafting amendments, renewals, and upsell quote structuring.
  • Data analysis and reporting: Excel (VLOOKUP, pivot tables), Google Sheets, and basic data visualization to extract account insights.
  • SaaS subscription lifecycle knowledge: billing models, MRR/ARR concepts, renewal cadence, and usage-based pricing models.
  • Project coordination and implementation planning: managing timelines, milestones, and cross-functional deliverables.
  • Familiarity with CSAT/NPS programs and frameworks for measuring customer satisfaction.
  • Experience with ticketing and support systems (Zendesk, Freshdesk) for escalation and issue tracking.
  • Presentation and proposal creation: PowerPoint/Google Slides skills for executive-level decks and ROI calculations.
  • Basic knowledge of legal and procurement processes related to commercial contracts and SLAs.

Soft Skills

  • Exceptional verbal and written communication, able to present complex ideas clearly to executives and technical teams.
  • Strong relationship-building and stakeholder management skills, with the ability to influence without direct authority.
  • Strategic thinking and consultative selling mindset to align product capabilities with customer business goals.
  • Problem-solving orientation with a bias for action, prioritization, and delivering pragmatic solutions under pressure.
  • High emotional intelligence and conflict-resolution skills to manage escalations and sensitive commercial conversations.
  • Time management and organizational discipline to manage multiple accounts, deadlines, and priorities simultaneously.
  • Collaboration and team orientation: proven ability to work cross-functionally across Sales, Product, Support, and Finance.
  • Negotiation and persuasion skills to structure win-win commercial outcomes.
  • Analytical mindset and attention to detail to maintain accurate forecasts and contract records.
  • Customer-centric attitude with a continuous improvement mindset focused on driving retention and customer success.

Education & Experience

Educational Background

Minimum Education:

  • Bachelor’s degree in Business Administration, Marketing, Communications, Finance, or a related field.

Preferred Education:

  • Bachelor’s degree plus relevant certification (e.g., Strategic Account Management, Customer Success Certification) or an MBA for senior roles.

Relevant Fields of Study:

  • Business Administration
  • Marketing
  • Finance
  • Communications
  • Information Systems
  • Economics

Experience Requirements

Typical Experience Range:

  • 3–7 years of progressive experience in account management, customer success, or inside sales; experience may vary by company size and complexity.

Preferred:

  • 5+ years managing B2B accounts in SaaS or technology environments with demonstrable success in renewals, upsells, and customer retention.
  • Proven track record using Salesforce (or similar CRM), working cross-functionally on implementation projects, and meeting or exceeding revenue targets.
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