SMB Team Manager

About Procare

Our mission is to simplify childcare operations and create meaningful connections by providing technology, expertise, and unparalleled service.

Procare Solutions is the #1 name in childcare software – used by more than 35,000 childcare businesses across the country. For over 30 years, childcare professionals have looked to Procare to provide real-time information for making critical decisions, maintaining compliance with local and state regulations, and adhering to business best practices.

We make childcare management run smoothly, so that our customers can spend more time focusing on the kiddos, not back office administrative duties.

A little about the role…

The SMB Account Management Team Manager helps manage the daily workload of a team of SMB Account Managers who support small to medium sized (< 10 centers) childcare organizations using multiple Procare products. The Team Manager monitors case metrics, service levels, churn rates and customer satisfaction. This person is extremely customer focused and will be the point-of-escalation for all needs of the customer post adoption, including the successful outcome of new customer software installation, ensuring awareness of additional Procare Support offerings. This person will provide excellent customer service and builds a positive relationship with our SMB customers for the assigned territory

What you will do

• Manage a team of SMB Account managers who are the relationship managers and lead contact for all clients within an assigned territory
• Achieve established performance and retention expectations.
• Own overall relationship with assigned clients, including: increasing adoption, ensuring client retention and satisfaction.
• Establish a trusted/strategic advisor relationship with clients within the assigned territory and key personnel to drive continued value of our products and services
• Develop, prepare, and nurture the customer for advocacy and reference-ability
• Work with clients to establish critical goals, define KPI’s and aid the client in achieving those goals through Procare products and services
• Advocate client needs/issues cross-departmentally, manage and resolve disputes and lead communications
• Liaising with internal departments and key client personnel to ensure needs are fulfilled effectively – primary point of contact for Support, Billing, Product, Development
• Conduct business reviews with clients to ensure satisfaction with products and services
• Participate in regularly scheduled client meetings to build and maintain relationships with existing accounts
• Consistent and comprehensive documentation including updates to CRM and accounting systems with all activity/opportunity/correspondence for maximum visibility and transparency across the organization
• Lead special projects for clients as needed.

Requirements

Our Ideal Candidate Will Have

• Proven work experience as an Account Manager, Key Account Manager, Sales Account Manager, Junior Account Manager or relevant role
• Salesforce, CRM experience
• Accounting background a plus
• Excellent verbal and written communication skills
• Excellent organizational and documentation skills with attention to detail
• Strong relationship management skills
• Strong analytical and innovative problem-solving skills
• Strong time management skills with proven history of working in a fast paced environment
• Proficient with Microsoft Office Suite or related software
• Minimum 1-3 years in an account management role that includes maintaining the customer relationship
• Self-motivated, enthusiastic, and positive personality required

Benefits

Why Procare?

• Excellent comprehensive benefits packages including: medical, dental, & vision plans- choose the plan best for you
• HSA option with employer contributions of $50/month
• Vacation time, holidays, sick days, volunteer & personal days
• Paid Parental Leave
• 401K Plan with employer match and immediate vesting
• Medical, Dependent Care, and Transportation FSA Plans
• Company paid Short and Long-Term disability and Life Insurance
• RTD EcoPass for all Denver employees
• Tuition Reimbursement up to $2,000/year and continued Professional Development
• Free access to our Employee Assistance Program with 24/7 live support
• Casual workplace environment
• Some meals provided
• Voluntary Pet Insurance
• Prime downtown location close to restaurants and entertainment
• Promote from within- excellent career pathing

Salary

$65k-80k DOE

Location