Account Manager

Catapult’s team of seasoned HR and business professionals helps employers address immediate and long-term challenges with expertise, resources, data-driven insights, and a dynamic member community. As an employer’s association, Catapult facilitates peer-to-peer connections among members to support the broader business community and acts as an employer advocate on governmental standards and regulations. Catapult actively collects and analyzes salary, benefits, and policy data to issue business intelligence that helps employers compete for, attract, and retain top talent. We provide employers with the confidence to navigate everyday operational challenges, making workplaces more effective and employees more successful. One of our top goals is to make Catapult an amazing workplace rooted in our core values of Innovation, Integrity, Community, Excellence, and Service. We don’t just talk about these values; we work hard to live them every day. Summary The Account Manager (AM) serves as the strategic post-sale relationship owner, responsible for retaining and expanding Catapult’s client base. As “The Farmer,” the AM’s focus is on cultivating deep, value-driven partnerships that maximize membership utilization, prevent churn, and drive meaningful upsell and cross-sell opportunities. Working closely with Subject Matter Experts (SMEs), the AM ensures clients see Catapult as an indispensable strategic HR partner. This role plays a central part in the client journey—continuing momentum created by the Account Executive (AE), increasing client engagement, and driving long-term revenue growth. Essential Duties and Responsibilities Client Relationship Ownership & Strategic Engagement Serve as the primary point of contact for all post-sale client interactions. Conduct regular client check-ins, including monthly calls, quarterly business reviews (QBRs), and annual renewal conversations. Build multi-threaded relationships within each account (HR, Finance, Legal, C‑suite). Act as a trusted advisor, ensuring clients fully leverage the membership and HR resources available. Manage a primary portfolio of 75–100 Tier A & B accounts, with the capacity to scale to a maximum of 200 accounts based on business needs and account complexity. Monitor client usage of membership features and SME hours to ensure strong engagement. Identify early indicators of churn risk and intervene proactively. Educate clients on underutilized services or upcoming SME capabilities. Drive the “consumption” strategy to reinforce Catapult as an essential business utility. Upsell, Cross-Sell, and Revenue Expansion Identify revenue growth opportunities by recognizing gaps in client talent, compliance, or HR strategy. Collaborate weekly with SMEs to align on identified opportunities and draft tailored proposals. Lead all expansion‑related conversations with clients, negotiating and closing upsells. Convert spot projects into long‑term or higher‑tier memberships. Internal Collaboration & Operational Excellence Participate in weekly standups alongside BDRs, AEs, SMEs, and SAMs to align on account health, timelines, and project progress. Partner with Marketing to nurture accounts with targeted campaigns and value‑added content. Own the renewal process, ensuring contracts are completed accurately and on time. Data Analysis & Account Health Monitoring Track account performance using Catapult’s Account Health Score framework. Evaluate metrics such as utilization, SME sentiment, expansion velocity, and relationship depth. Implement corrective actions for at‑risk accounts. Prepare reports and insights to inform strategic account plans. Supervisory Responsibilities None Knowledge, Skills and Abilities Required Demonstrated ability to engage in consultative sales methods to drive new sales and deepen existing client relationships through sales of additional products and services. Strong networking skills and ability to identify the right audiences for membership and solution sales. Ability to understand Catapult’s membership models and solutions and to articulate those effectively, collaborating cross‑functionally internally for a seamless and exemplary customer experience. Proven experience as an Account Manager or in a similar role, with a focus on new client acquisition and existing client engagement and retention. Strong negotiation skills and experience managing client renewals. Demonstrated ability to manage ~200 accounts with exceptional attention to detail. Persistent success mentality. Possesses professional tenacity and the ability to overcome frustration when clients are unresponsive. Member‑first mentality along with a solution‑oriented mindset to proactively solve client concerns effectively. Continuously seeks to better understand client needs and is willing to shift in recommended solutions to best address client desires. Excellent interpersonal and communication skills (oral and written). Ability to interact across multiple levels within an organization (C‑suite, managers, individual contributors, executive assistants, etc.). Ability to understand clients’ needs and translate them into actionable plans. Learning mindset with the ability to manage multiple priorities and adapt to a changing environment. Driven, persistent, and resilient team player who thrives in a changing, high‑growth environment. Able to work independently, within a collaborative team environment, and cross‑functionally. Analytical skills to track client success metrics and develop data‑driven retention strategies. Proficient in administrative software (MS Word, PowerPoint, Excel) and standard administrative practices. Familiarity with CRM/customer success or account management tools such as Salesforce, HubSpot, or similar platforms. Experience or knowledge of Salesforce preferred. Exemplifies Catapult’s core values and code of conduct in business interactions. Travel Catapult is a remote‑first employer. Employees must reside in North or South Carolina. Must be willing to travel to assigned home office/region, other Catapult locations and throughout the Catapult service area as determined by company. Mileage to/from home office/region is not reimbursable. Travel to prospective member sites, conferences, meetings, and other events as required. Mandatory travel to Catapult office locations for All Hands Meetings as determined by the company. Experience Required 3–5 years of experience in account management, sales, customer success, client engagement, or a related field. Experience in professional services, learning, training, human resources or related industry is preferred. Proven ability to sell both products and services to employers. Demonstrated track record of client retention and engagement strategies that have led to successful long‑term relationships. Experience managing multiple accounts simultaneously, with the ability to prioritize based on client needs and business objectives. Education, Certifications and Licenses Required A bachelor’s degree in sales, marketing, human resources, or other relevant field is highly preferred. Physical and Mental Requirements The physical demands described here are representative of those that must be met by the individual to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This position requires the ability to operate standard office equipment including viewing monitors and keyboards. Occasional exertion of force up to 40 lbs to lift, carry, push, pull or otherwise move objects at events. Repetitive motion of the wrists, hands, and/or fingers. Ability to have visual acuity to perform activities such as viewing a computer or reading. Ability to operate a motor vehicle for being onsite for member or client needs. The cognitive skills needed to complete tasks, including abilities such as learning, remembering, focusing, categorizing, and integrating information for decision making, problem solving, strategizing, and comprehending. These skills are the ability to: learn new tasks, remember processes, maintain focus, complete tasks independently, make timely decisions in the context of a workflow, the ability to effectively communicate, comprehend, and interpret spoken and written information, with or without reasonable accommodation, the ability to complete tasks in situations that have a speed or productivity quota. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Nothing in this herein restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Furthermore, the job description doesn’t constitute a contract of employment and Catapult may exercise its employment‑at‑will at any time. #J-18808-Ljbffr