Account Manager (Dallas, Atlanta)

About Company Birdseye’s mission is to help make the world a safer place! We are the leader in AI-driven Remote Facility Supervision solutions for the Trucking and Logistics Industry. Our Maximum Telepresence Approach™ delivers cutting-edge, data-driven security and operational insights that create a safer working environment for millions of people every year. We provide end-to-end, cutting-edge hardware and AI-driven solutions, redefining security beyond traditional gatehouses. By empowering our professionally trained monitoring agents, we achieve 99.99% reporting accuracy in mission-critical security, safety, and operational support -24/7/365- for some of the world’s largest logistics facilities, as well as small and medium-sized businesses. If you're ambitious, thrive in a fast-paced environment, and align with our ICARE values, Birdseye will be the perfect fit for you. If you’re wondering what the world will look like in 10 years - join our Team! Job Overview This isn't a reactive, support ticket role. It's a relationship and retention role that starts once the deal is signed. You'll need to plan accounts carefully, show up in person for regular business reviews, and take a consultative approach to finding small upgrades and expansion opportunities inside your book, all built on real trust with the customer. Key Responsibilities - Own the client relationship for an assigned portfolio of accounts, from onboarding through renewal - Serve as the main point of contact for your accounts and build strong, in-person relationships with client stakeholders - Run regular Quarterly Business Reviews, in person and virtual, following the Birdseye best practices cadence - Travel to customer sites for in-person business reviews that reinforce ROI and deepen the relationship - Monitor account health, flag at-risk accounts early, and resolve client concerns before they escalate - Own the renewal process for your portfolio and start those conversations well ahead of contract expiration - Find and pursue expansion opportunities within existing accounts, including additional service lines, uncovered protocols, and small upgrades - Partner with Enterprise and Local Sales to hand off opportunities that grow beyond your portfolio, like new-site or multi-site expansion - Own the CSAT and NPS feedback loop for your accounts and act on what you learn - Keep Zoho current, tracking account performance, renewal status, and expansion pipeline - Work with Sales, Marketing, and Engineering to deliver a coordinated customer experience What Success Looks Like Top performers consistently: - Keep CSAT and NPS scores high and churn low across their portfolio - Renew accounts proactively, well before the deadline - Find and convert expansion opportunities within their existing book - Deliver consistent, data backed QBRs on schedule - Build deep, in-person relationships that reinforce the value customers are getting - Work well across teams to resolve issues and deliver a seamless customer experience Qualifications Required: - Proven success in account management, customer success, or client relationship management for enterprise or mid-market B2B clients - Experience managing a portfolio of accounts with recurring, subscription-based revenue - A track record of proactive renewal management and reducing churn - Comfortable leading in-person business reviews with senior client stakeholders - Background in CCTV, access control, or live video monitoring, or experience in logistics, transportation, or industrial operations - Strong consultative, relationship based approach to finding expansion opportunities - Excellent presentation, negotiation, and communication skills - Experience managing multiple stakeholders across large organizations - CRM experience (Zoho, Salesforce, HubSpot, or similar) - Willingness to travel 25–40% throughout the U.S. and Canada Preferred: - 6+ years of account management experience serving enterprise clients - Experience selling into logistics, transportation, supply chain, automotive, warehousing, ports, manufacturing, or industrial operations - Experience with AI, SaaS, security technology, automation, video analytics, IoT, or enterprise software - Experience mentoring or developing other account management professionals Ideal Candidate You're someone who: - Builds trust quickly and sustains long-term client relationships - Thinks proactively about customer ROI and account health - Is a natural relationship-builder who enjoys being in front of customers - Is naturally curious and asks thoughtful, business-focused questions - Is disciplined with reporting, renewal-risk tracking, and CRM hygiene - Takes ownership and accountability for portfolio health - Works well across sales, marketing, and engineering - Is comfortable balancing many accounts and priorities at once Performance Expectations Success in this role is measured by: - Portfolio retention and renewal rate - Customer satisfaction (CSAT and NPS) across the portfolio - On-time delivery of data-backed QBRs, including site map and service protocol reviews - Expansion revenue generated within existing accounts (new sites, additional services, upgrades) - Renewal risk forecast accuracy - CRM hygiene and reporting discipline - How well you partner with Sales on hand-off and expansion opportunities Why Join Birdseye? - Own long-term relationships with some of North America's largest logistics and transportation companies - Drive retention and expansion across a fast-growing existing customer base - Work directly with clients and cross-functional teams on high-visibility business reviews - Join a collaborative, high-performance account management team - Competitive compensation with incentives tied to retention and account growth - Grow your career, including a path toward senior and leadership roles, as Birdseye continues its rapid expansion If you're a relationship-driven professional who enjoys building trust with clients, protecting long-term partnerships, and growing accounts from within, we'd love to hear from you. #LI-Hybrid |