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About the Role
We are seeking an Account Management Manager to lead the strategic rebuilding of our Account Management organization. This role involves driving customer success and expansion, building scalable account management models, and fostering collaboration across departments. You will be instrumental in creating new customer management mechanisms, including AI-driven data monitoring and alert systems for upsell opportunities and risks.
Responsibilities
- Design and implement account management strategies and organizational structures.
- Develop and execute retention and expansion strategies, including key performance indicators (KPIs).
- Design and improve customer segmentation and account management processes.
- Build systems for customer management utilizing AI and data.
- Drive customer success and expansion by developing mid-to-long-term account plans based on customer business challenges.
- Manage upsell/cross-sell, renewals, and churn risks.
- Build relationships with key stakeholders, including executive management.
- Manage team members by setting goals, conducting one-on-one meetings, and overseeing performance.
- Coach and develop team members, standardizing success cases.
- Build the team, including recruitment and onboarding.
- Collaborate with Sales, Customer Success, Product, and Marketing teams.
- Drive product and business improvements based on customer feedback.
Requirements
- Minimum 5 years of experience in account management or corporate sales, preferably in B2B SaaS.
- Experience with upsell and renewal of existing customers.
- Team management experience.
- Experience in proposing solutions based on customer needs.
- Experience in improvement based on KPIs.
Skills
- Account Management
- Corporate Sales
- Upsell
- Renewal
- Team Management
- Customer Needs Analysis
- KPI Improvement
- AI Utilization
- Data Analysis
Location
- Japan
- South Korea
- USA
Work Type
- Full-time
Experience Level
- 5+ years
About the Company
- Channel Corporation's mission is to solve communication problems between companies and customers.
- We provide 'All in One AI Messenger ChannelTalk', which maximizes the value of customer communication using AI as core technology.
- Our solution integrates inquiry response design based on customer data, unified management of phone, email, and chat, and advanced automation and optimization of response tasks using AI.
- We achieve both efficiency in customer support and improvement in customer experience.
- We operate in Japan, South Korea, and the USA, with over 230,000 companies adopting our service.
- Approximately half of our 200 employees are engineers, supporting our AI-driven product development.
- We are growing at one of the fastest rates in the B2B AI domain.
- We are an AI Native organization, embedding AI into our products and using it as a foundation for operations, organization, and decision-making.
- AI is utilized daily across all areas including product development, sales, customer success, and operations, enabling high productivity and rapid business growth.