ID.me - Account Manager Communities, WEST
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Requirements
• Experience & Expertise • The Commercial Tech Veteran: 5+ years of experience in a quota-carrying account management, customer success, or "hunter" sales role. • The Commercial Tech Veteran: • Industry Knowledge: Deep knowledge of e-commerce, MarTech, and performance marketing personas and budgets , with a preference for experience working with customers in apparel, consumer electronics, home goods, and/or sports and outdoors segments. • Industry Knowledge: • Quota Performance: A year-over-year track record of achieving quota, hitting retention targets, and being recognized as a top performer. • Quota Performance: • Deal Complexity: Experience managing portfolios and closing opportunities with ACVs ranging from $100k to $1m on 6 to 12 month sales cycles. • Deal Complexity: • Skills & Competencies • Commercial Savvy: Ability to navigate complex retail organizations and holding companies, maintaining account stability during executive transitions. • Commercial Savvy: • Analytical Growth Mindset: Skilled at looking at a massive internet retailer and mapping out a multi-year growth plan to capture every available brand and subsidiary. • Analytical Growth Mindset: • Collaborative Leadership: Experience working closely with internal teams, including Marketing, Solutions Consulting, and Customer Success, to ensure customer satisfaction and success. • Collaborative Leadership: • Startup Agility: Comfortable working for a team in a startup at a growth stage ; you possess an entrepreneurial personality capable of effectively solving problems with minimal guidance. • Startup Agility: • Consultative Problem Solving: Superb planning and time management skills with the ability to understand customer pains and provide effective solutions to meet their business objectives. • Consultative Problem Solving: • Key Performance Indicators (KPIs) • Gross Retention Rate (GRR): Ensuring existing contracts renew on time. • Gross Retention Rate (GRR): • Net Revenue Retention (NRR): Growth of the account via upsells and cross-sells. • Net Revenue Retention (NRR): • Pipeline Velocity: Speed at which expansion opportunities move through the commercial procurement funnel. • Pipeline Velocity: • Our Core Values • Our Core Values • Don’t be a jerk. • Always compete. • Ask questions like a 5-year old. • Inspire people with your passion. • Make something better every day. • Treat each customer like your favorite family member. • Own your mistakes so you can learn from them. • Details are everything. • Act like a scientist, not a talking head. • Be truthful (even when it’s hard). • Reflect ID.me’s values in your actions. • If the rule prevents the right outcome, then break the rule.
Responsibilities
• Revenue Ownership & Growth • Quota Attainment: Carry and exceed a formal quota composed of both Renewal Revenue (GRR) and Expansion (NRR) within your assigned commercial accounts. • Quota Attainment: • Land & Expand Strategy: Identify "white space" within current customers to expand Community Verification products, and drive growth via UX changes. • Land & Expand Strategy: • Upsell Execution: Lead the end-to-end sales cycle for expansion opportunities, from initial discovery to contract amendment and closing. • Upsell Execution: • Renewal & Retention Excellence • Lifecycle Management: Proactively manage the renewal process starting 180 days out, ensuring zero "dark" periods or budget lapses. • Lifecycle Management: • Churn Mitigation: Identify "at-risk" accounts early by monitoring usage health, program performance, and organizational changes (e.g., e-commerce leadership turnover or marketing budget shifts). • Churn Mitigation: • Contract Negotiation: Navigate complex commercial procurement hurdles and vendor management processes to secure multi-year renewals and "sticky" master service agreements. • Contract Negotiation: • Strategic Account Governance • Executive Alignment: Maintain and deepen relationships with key decision-makers in the procurement process , specifically targeting e-commerce, MarTech, and performance marketing personas to ensure our solution remains a top-tier budget priority. • Executive Alignment: • Executive Business Reviews (EBRs): Lead high-impact EBRs that translate technical performance data into customer acquisition ROI, conversion rate optimization, and overall business objectives. • Executive Business Reviews (EBRs): • Voice of the Customer: Act as a strategic liaison between commercial clients and our Product team, providing feedback to product development teams to influence the roadmap based on retail-specific needs. • Voice of the Customer:
Benefits
• $111,000 - $147,780 USD • ID.me is a full-time, in-office culture. Unless a specific job description explicitly states otherwise, all roles are on-site five days per week at one of our offices in McLean, VA; Mountain View, CA; New York City, NY; or Tampa, FL. Certain roles — such as field-based sales or other remote-by-design positions — may have different work arrangements as noted in their individual postings.
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