Account Manager, Small Medium Business

About the Role:

As a member of our Account Management & Customer Success team, you will thrive on your ability to embrace and drive change and your commitment to ensuring you and PitchBook are always growing and improving. While continually learning and exploring new ideas and concepts, you will be inspired to ask questions and challenge the status quo while remaining focused on our customers’ success. We value teamwork and collaboration and encourage our people to build strong, trusting relationships with their teammates, customers, and partners. A contagious positivity, insatiable curiosity and people-first attitude are the winning traits of our most successful Account Management & Customer Success team members. If this sounds like you, join us!

The Account Manager, Small Medium Business (SMB) manages PitchBook’s small, medium business customer relationships, working to build a sales strategy that leads to retention, renewals, and customer satisfaction. They are dedicated to maximizing the value their clients receive from PitchBook by building relationships with key decision makers and are responsible for all aspects of their clients’ experience with PitchBook and will onboard, train, engage, grow, and renew their book of clients.

Primary Job Responsibilities:

• Act as primary point of contact and business partner for a dedicated portfolio of PitchBook’s key Small Medium Business clients via in-person meetings, phone, and/or email
• Achieve retention and sales goals measured monthly and quarterly while providing excellent client support
• Identify opportunities to retain and grow existing user base within portfolio of accounts to achieve and consistently exceed retention and sales goals
• Develop and own retention strategy; define growth goals and execution plans to increase engagement and footprint with Small Medium Business clients and anticipate future needs
• Act as the go-to product expert for a dedicated portfolio of clients to ensure they derive value from the PitchBook platform
• Onboard new users and conduct training sessions, including in-person sessions, designed to meet the individual business needs of each client
• Conduct formal business reviews with each client designed to measure renewal probability, client satisfaction, and to provide continual product education
• Serve as an advocate for your clients by analyzing customer health and usage data to identify trends and opportunities to improve adoption
• Efficiently and thoroughly manage your pipeline and oversee the renewal and upgrade process with each assigned account
• Use Tableau to effectively manage client relationships through call logging, usage data monitoring, and task management
• Use Gong regularly to review client calls, provide product feedback, and self-evaluate
• Work continuously to document the details of each client interaction in Salesforce in order to improve the customer information and drive retention
• Drive engagement with clients through personally crafted sequences and/or marketing provided materials via Highspot
• Utilize Outreach to assist in regular and timely communication with clients as needed
• Participate in monthly Small Medium Business meetings to share learnings, success stories, and to improve processes
• Support the vision and values of the company through role modeling and encouraging desired behaviors
• Participate in various company initiatives and projects as requested

Skills and Qualifications:

• Bachelor’s degree or equivalent experience required
• 2+ years of sales or account management experience
• Proven ability to close deals with relevant stakeholders and oversee the end-to-end sales process
• Prior experience with Salesforce or similar CRM to forecast sales and maintain updated records of client interactions
• Excellent verbal and written communication skills with a keen eye for detail
• Exemplary presentation skills and comfortable to engage a diverse array of clients
• Interest in the private equity and venture capital marketplace preferred
• Curious, able, and interested to learn about client needs
• Organized with terrific prioritization skills
• Self-motivated, persistent, and goal-oriented attitude and can work effectively as part of a team
• Possess strong negotiation skills, persistence, and resiliency
• Proficiency with the Microsoft Office suite including in-depth knowledge of Outlook, Word, and Excel with the ability to pick up new systems and software easily

Benefits at PitchBook:

Physical Health

• Private medical insurance
• Dental scheme
• Additional medical wellness incentives 
• Life cover

Emotional Health 

• Paid sabbatical program after four years
• Paid parental leave 
• Education subsidies
• Robust training programs on industry and soft skills 
• Minimum 25 days annual leave and volunteer days

Social Health 

• Employee resource groups
• Company-wide events
• Employee referral bonus program  
• Quarterly team building events

Financial Health 

• 8% Pension contribution
• Income protection
• Shared ownership employee stock program 
• Transportation stipend

*Please be aware the above PitchBook benefit and perk offerings are subject to corresponding plan and policy documents and may change during the course of your employment.

Working Conditions:

The job conditions for this position are in a standard office setting. Employees in this position use PC and phone on an on-going basis throughout the day. Limited corporate travel may be required to remote offices or other business meetings and events.

Life At PB:

We are consistently recognized as a Best Place to Work and our culture is at the heart of our success. It’s our fundamental belief that people do and create great things and that people are the cornerstone of prosperity. We believe that proactively seeking out different points of view, listening to others, learning, and reflecting on what we’ve heard creates a sense of belonging within PitchBook and strengthens the PitchBook community.

We are excited to get to know you and your background. Concerned that you might not meet every requirement? We encourage you to still apply as you might be the right candidate for the role or other roles at PitchBook.

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