Enterprise Account Manager

Job description

Qwoted is the global network where the world's media meets the experts who power their stories — and the PR and comms pros who represent them. Journalists at Forbes, Bloomberg, and The Wall Street Journal use Qwoted to find credible sources on a deadline. PR teams at leading brands and agencies use it to earn coverage that grows their clients' brands. We're looking for an enterprise account manager to work with these brand and agency clients. **The role** You'll be the person our enterprise clients rely on. You'll guide them through the platform day one and become their trusted partner over time. You'll drive adoption, uncover opportunities to grow each account, and make sure every client is maximizing the value they get from Qwoted. It's a blend of account management, customer success, and support, with relationship building at the heart of it all. **Who thrives here** Someone organized enough to run a large portfolio, who genuinely loves serving clients. We not only want to provide outstanding client service but we also want to continue to grow the function and mature the way we do it. We're looking for someone who isn't satisfied with the status quo and is consistently looking for better, faster, smarter ways to do bigger things. Things like adopting new tools, processes you've automated, SOPs you've built and managed will make you a stand-out candidate. **The logistics** Hybrid role based in our Manhattan office, Monday through Thursday. Fridays remote. ### What you will do - Manage a portfolio of enterprise clients (mostly PR firms) serving as a trusted partner throughout the customer lifecycle. - Build strong relationships with users by understanding their goals, challenges, and priorities, and aligning Qwoted’s features and services to their needs. This may require making office visits to clients in the NY area. - Drive product adoption and engagement through proactive outreach, strategic follow-up, and ongoing account support. - Respond to customer questions and issues in a timely, accurate, and thoughtful manner across email, chat, and phone. - Maintain account settings, support profile completion, and ensure users are fully set up for success on the platform. - Track account activity, user behavior, and usage patterns to identify risks, opportunities, and areas for growth. - Partner with users to help them use specific platform features more effectively and achieve stronger outcomes. - Handle customer concerns with professionalism, empathy, and a solution-oriented approach. - Develop deep product knowledge so you can confidently answer questions, troubleshoot issues, and recommend best practices. - Identify expansion, retention, and relationship-building opportunities within your book of business. ### What we are looking for - 3-6 years of experience in account management, customer success, client services, or another B2B customer-facing role. - A creative and process-oriented mindset. Looking for someone who is constantly trying to improve existing processes, automate tasks, and suggest new great ideas. - Experience managing SMB, mid-market, or enterprise accounts in a SaaS or platform-based business. - A strong relationship-building mindset and a high standard of client service. - Strong organizational and time management skills, with the ability to manage multiple accounts and priorities effectively. - A proactive, solutions-oriented approach to client management. - Comfort working cross-functionally and balancing relationship management with executional details. - A detail-oriented approach to account support, follow-up, and customer communications. - Experience using support, CRM, or customer communication tools such as HubSpot and Intercom. - The ability to understand customer needs and translate them into effective platform usage and account strategy. - Entrepreneurial spirit with the ability to self-manage time and work independently. ### Nice to have - Experience supporting customer communications, email campaigns, or engagement initiatives. - Experience identifying renewal, retention, or upsell opportunities within existing accounts. - Familiarity with the media and PR industry.