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Bitfocus · 33 minutes ago

Account Manager

United States

Full-time

Remote

Entry, Mid Level

$49K/yr - $95K/yr

1+ years exp

Bitfocus is a mission-driven company focused on building solutions to help end homelessness and transform communities. They are seeking a highly motivated and experienced Account Manager to drive strategic partnerships with key customers, ensuring satisfaction, growth, and retention while aligning community priorities with Bitfocus solutions.

ComputerProfessional ServicesSoftware

Growth Opportunities

Responsibilities

Build and maintain strong multi-threaded relationships across customer organizations, including executive, administrative, and frontline stakeholders

Serve as a trusted advisor and thought partner to each assigned account, regularly engaging customers to understand their long-term goals and aligning them with the necessary Bitfocus resources to achieve them

Lead engagement with executive and decision-maker stakeholders, including travel to customer sites for high-value meetings

Represent Bitfocus with professionalism, thought leadership, and strategic guidance at the highest levels of customer organizations

Develop and execute proactive, multi-year success strategies for assigned accounts, centering on each community’s unique needs, priorities, and approach

Drive growth in contract value through upsells, renewals, and expansion opportunities by uncovering, scoping, and qualifying opportunities where customers can use more Bitfocus products and services

Conduct structured Executive Business Reviews, monitor satisfaction and survey feedback, and ensure ongoing value realization

Promote customer adoption of the platform, ensuring they fully leverage Bitfocus solutions

Collaborate with Community Administration teams and other internal partners to administer contracts and ensure seamless delivery across the full scope of a customer’s relationship with Bitfocus, partnering with all internal teams to solve for the customer

Represent the voice of the customer internally, ensuring product, services, and support teams deliver on customer needs

Manage escalations with urgency, professionalism, and coordination across teams

Understand technical roadblocks, core integrations, and make strategic recommendations on solution implementation to overcome them

Operate with a high degree of autonomy in managing your ‘book of business,’ balancing proactive strategic work with reactive support needs

Excel at translating complex challenges into structured strategies, presentations, and action plans

Maintain strong knowledge of Bitfocus products, data analysis tools, HUD/Federal guidance, and community homeless response systems

Apply insights to customer challenges, helping communities use Clarity Human Services as both their primary care coordination platform and single source of truth for client data

Qualification

Strategic Relationship BuildingBusiness AcumenIndustry KnowledgeCustomer Relationship ManagementTechnical AptitudeStructured CommunicationCollaborationAdaptabilityCustomer-Centered Mindset

Required

Strong interpersonal skills with the ability to engage, influence, and build trust with executives, administrators, and frontline staff

Ability to align customer goals with Bitfocus solutions and proactively identify and qualify opportunities for contract growth

Exceptional written and verbal skills, able to distill complex technical and business concepts for diverse audiences

Ability to thrive in a fast-paced environment, managing multiple priorities and contract complexities, operating as a motivated self-starter who achieves results under pressure

Proven success working cross-functionally with internal teams and external partners

Deep empathy and understanding of customer needs, with a passion for helping communities end homelessness

Extensive experience in a client-facing or account management role (1+ years is the minimum requirement; technology or social services experience is a plus)

Business savvy with consultative, problem-solving, and issue-resolution skills

Strong negotiation skills, are comfortable navigating financial conversations, and have a comprehensive understanding of general business operations, contracts, and financial principles

It's easy for you to build and maintain relationships, manage expectations, and identify issues that require escalation

Technical aptitude and the ability to learn new software tools and platforms quickly

Curious and comfortable adapting to new technologies, utilizing, and staying up to date with AI and emerging solutions