Account Manager – Retention Focus

🕒 May 18

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Mimeo

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1999

☁️ SaaS

📚 Education

🛒 Retail

💰 Private Equity Round on 2012-01

SaaS • Education • Retail

Mimeo is a comprehensive print solutions company offering a wide range of products and services tailored for various sectors such as business, schools, and personal use. The company provides on-demand print technology, digital content distribution, warehousing, and fulfillment services. Mimeo supports businesses with marketing materials, training manuals, direct mail, and branded storefront options. Additionally, Mimeo offers unique solutions such as customizable educational tools and personal photo products through Mimeo Schools and Mimeo Photos. With platforms like Mimeo Print, Marketplace, and Digital, they streamline complex document management and distribution globally. Mimeo’s expertise caters to industries including training, retail, hospitality, and healthcare, ensuring efficient and tailored print and delivery solutions.

📋 Description

• Serve as the primary point of contact for a territory of core accounts, building and nurturing deep operational relationships. • Proactively monitor purchasing patterns, usage frequency, and customer health data to identify and address any risks to continued purchasing volume. • Ensure high customer satisfaction and address service issues efficiently by coordinating internal resources (Service, Operations, Solutions, Quality, Finance, etc.). • Develop and execute formalized Success Plans focused on driving continued and expanded adoption of Mimeo's core services within existing customer teams. • Conduct regular business reviews focused on demonstrating consistent service reliability and addressing any operational challenges. • Manage all customer communication related to contract compliance and high-level service delivery expectations. • Identify and qualify incremental opportunities for expansion within existing departments or to penetrate into new teams and departments that are not currently utilizing Mimeo’s services. • Focus on cross-selling complementary Mimeo services and products to current users. • Clearly document new product/service needs and customer feedback to pass high-value, strategic expansion leads to the Sales team. • Maintain a basic pipeline of qualified internal departmental leads and track all light penetration and expansion efforts in the CRM. • Maintain records of customer interactions and health status within the CRM. • Act as the internal Voice of the Customer for the retention segment, aggregating and communicating feedback to Product and Operations teams to drive improvements. • Drive customer advocacy by identifying satisfied clients for reference calls, testimonials, and case studies.

🎯 Requirements

• Minimum of 3+ years of experience in Customer Success, Account Management, or a retention-focused role, preferably managing a high-volume portfolio (50-100+ accounts). • Proven expertise in managing relationships and mitigating churn risk. • Exceptional organizational skills and ability to manage multiple priorities and deadlines simultaneously. • Proficiency in utilizing a CRM (Salesforce) for data-driven account management. • Strong communication, diplomacy, and conflict resolution skills to maintain customer satisfaction during challenging periods. • Bachelor’s degree preferred.

🏖️ Benefits

• Excellent medical, dental, and vision coverage for you and your family • Competitive salary • Generous PTO Policy • Internal career advancement opportunities • 401K is offered after 1 year of service