Account Manager

About userful

Userful is a global technology company delivering enterprise visualization and operational intelligence solutions for mission-critical and enterprise environments. Our platform helps organizations improve collaboration, operational visibility, monitoring, and decision-making across control rooms, operations centers, workplaces, and enterprise environments.

About the Role

Userful is seeking a motivated and customer-focused Account Manager to strengthen our presence across North America

Integrating account management with strategic channel development, this position focuses on cultivating enterprise partnerships and collaborating with regional integrators and resellers. The role involves establishing reliable connections with enterprise clients to stimulate growth, pinpointing expansion opportunities in existing accounts, and guaranteeing long-term success through Userful's solution suite.

The ideal candidate has experience managing enterprise accounts, navigating complex sales cycles, and working cross functionally to deliver exceptional customer experiences.

Key Responsibilities

Account Management & Customer Success

• Serve as the primary point of contact for a portfolio of enterprise customers and channel partners across your assigned region within North America.

• Build and maintain strong relationships with key stakeholders, business leaders, and decision-makers

• Create and execute strategic account and channel plans to drive customer retention, revenue growth, and partner enablement.

• Conduct regular business reviews, account reviews, and channel partner QBRs to align on mutual goals and success metrics.

• Work closely with channel partners to develop joint marketing initiatives, training programs, and market penetration strategies.

Revenue Growth 

• Identify upsell, cross-sell, and expansion opportunities within existing accounts and through channel partners.

• Own opportunities through the full sales cycle, from discovery and solution design to negotiation and close, ensuring alignment with Userful’s strategic priorities.

• Support new customer acquisition opportunities in the assigned territories alongside regional partners.

Customer Advocacy & Collaboration

• Act as the voice of the customer and channel partners internally, sharing feedback and market insights to influence product direction and marketing initiatives.

• Collaborate closely with Sales Engineering, Customer Success, Product Management, Marketing, and Partner Enablement teams to support customer and partner objectives.

• Coordinate resources across Userful to ensure successful project outcomes and long-term customer and partner satisfaction.

CRM & Business Operations

• Maintain accurate account and partner information, opportunity records, forecasts, and activity tracking within the HubSpot CRM.

• Provide regular pipeline updates and account reviews

• Track customer engagement, renewal timelines, partner performance, and growth opportunities to maintain strong business relationships.

• Ensure timely follow-up and disciplined account management practices

Required Qualifications

• A minimum of 5 years of experience in Account Management, Enterprise Sales, Customer Success, or Business Development

• Proven track record of growing and managing enterprise relationships and developing channel partnerships across multiple territories.

• Experience selling or supporting enterprise software, SaaS, IT infrastructure, AV technology, cybersecurity, or related technology solutions

• Strong communication, negotiation, and presentation skills

• Ability to engage confidently with executive-level stakeholders

• Highly organized and capable of managing multiple priorities simultaneously