Senior Account Manager

Senior Account Manager

This role is pivotal in nurturing and supporting customer relationships that promote satisfaction, performance improvement, growth, and retention across a portfolio of strategic accounts. Scope includes all Marchex solutions, including call intelligence and conversational analytics. The Senior Account Manager acts as a partner and advocate to ensure each dealer fully utilizes Marchex products to meet and exceed their business objectives. This includes translating data into actionable insights, demonstrating measurable ROI, and serving as the customer's internal voice within Marchex by communicating needs and priorities to Sales Engineering, Product, Analytics, and Customer Support teams.

The Senior Account Manager owns and manages a portfolio of accounts and is responsible for building strong relationships with key decision makers, including C-Suite leaders, General Managers, Marketing Directors, and technical leaders. Responsibilities include maintaining deep knowledge of Marchex offerings to provide technical support and guidance, analyzing performance data and sentiment trends, identifying missed opportunities, and driving adoption of key features. The role requires developing and implementing strategic account plans, delivering Strategic Business Reviews, identifying renewal risks early, and partnering with Sales to support retention and expansion opportunities.

The Marchex Customer Success Team is dedicated to helping customers achieve their goals. As part of the team, you are responsible for optimizing Marchex's value in the eyes of the clients by providing them with useful resources, reliable support and proof of value. As a team we are focused on fostering and developing a mutually beneficial relationship between Marchex and the customers we partner with.

Key Responsibilities

Customer Relationship Management = 50%

• Manage and develop strong relationships with senior and working team client stakeholders.
• Serve as the primary point of contact for assigned accounts and own the full lifecycle including onboarding, optimization, and renewal stages.
• Lead and facilitate two-way communication between Marchex and customers, including organizing meeting agendas, presenting insights, and demonstrating features and benefits of the Marchex product suite.
• Conduct Strategic Business Reviews focused on performance metrics, ROI, improvement recommendations, and strategic planning.
• Maintain accurate account data, lifecycle stages, and forecasting within CRM platforms.
• Identify renewal risks early using health scores, engagement indicators, and product usage trends and partner with leadership to mitigate risk accordingly.

Strategic Growth & Analytics = 40%

• Analyze call data, sentiment trends, and missed opportunities to produce actionable insights that drive performance improvement.
• Build strategic account plans including forecasting, utilization tracking, call and conversation data insights, and revenue progression.
• Drive platform adoption across assigned accounts, ensuring customers maximize the value of the full Marchex solution.
• Work with Sales team to identify new revenue opportunities, up-sell and cross-sell pathways, and support contract renewals and expansions.
• Seek innovative, datadriven solutions to problems and processes to ensure customer success and sustained business impact.
• Collaborate crossfunctionally with Product, Analytics, Engineering, and Support teams to address customer feedback and resolve technical or performance gaps.

Technical Support & Training = 10%

• Provide hands-on technical support to customers, ensuring quick resolution of platform questions, performance issues, or configuration challenges.
• Deliver ongoing product training for client stakeholders to ensure adoption and proficiency.
• Assist new customers through onboarding, setup, and early-stage education to establish strong initial engagement.
• Collaborate with Support and Product teams to escalate and resolve complex technical inquiries.
• Maintain deep product knowledge to effectively guide users and ensure they are equipped to leverage the platform's full capabilities.

Experience, Skills and Qualifications

• BA or BS preferred, or equivalent experience required.
• 5+ years of experience in account management, customer success, or consultative sales, ideally within automotive, SaaS, Martech, or digital media/marketing.
• Prior job experience in digital media/marketing or in related fields. Good understanding of paid search optimization and reporting platforms i.e. Google Analytics, Ads and Microsoft Bing as well as CRM platforms considered an asset.
• Strong analytical skills and experience presenting datadriven insights, performance dashboards, or ROI analyses.
• Experience managing large datasets and translating findings into actionable recommendations.
• Demonstrated ability to independently manage a customer portfolio, including renewals and expansion opportunities.
• Highly motivated self-starter with demonstrated initiative and the ability to make decisions independently with limited supervision.
• Must have superior in-person and virtual presentation and meeting management skills.
• Excellent and proven verbal, written, and interpersonal communication skills.
• Comfortable navigating CRM systems, analytics dashboards, and reporting tools including Salesforce, Excel, and PowerPoint.

Benefits

• Comprehensive Medical & Prescription Plan
• Dental & Vision Plan
• Marchex Paid Basic Life & AD&D Coverage
• Marchex Paid Long & Short-Term Disability
• 401(k) Plan (Pre-tax and Roth) and Match
• 2 Paid Volunteer Days Each Year
• 11 Paid Holidays
• Paid Time-Off Benefits
• Health Savings Account
• Health & Dependent Care Flexible Spending Accounts
• Paid Parental Leave Benefits
• Voluntary Life Insurance
• Employee Assistance Program (EAP)
• Discounts with Various Business Partners
• Headspace Membership
• Monthly Remote Work Stipend
• Virtual Social Connect Events

About Marchex

Marchex harnesses the power of AI and conversational intelligence to provide actionable insights aligned with prescriptive vertical market data analytics, driving operational excellence and revenue acceleration. Marchex enables executive, sales, and marketing teams to optimize customer journey experiences across communications channels. Through our prescriptive analytics solutions, we enable the alignment of enterprise strategy, empowering businesses to increase revenue through informed decision-making and strategic execution. Marchex provides conversational intelligence AI-powered solutions for market-leading companies in leading B2B2C vertical markets, including several of the world's most innovative and successful brands.