Associate Account Manager

Job Requirements

Job Description

Phenom is an Applied AI company built for one problem: helping organizations find, hire, develop, and retain talent better than they could without AI. Our platform sits at the center of the talent lifecycle for hundreds of enterprises worldwide, applying AI to solve real hiring, mobility, and workforce problems, not AI for its own sake. As talent teams face growing pressure to do more with less, Phenom is the applied AI layer making that possible.

About the Role

As an Associate Account Manager, you'll own a book of accounts across diversified industries, generally in the ~$100K ARR range driving renewals, closing upsell opportunities, and ensuring customers realize real business value from the platform. This is a quota-carrying role, giving you hands-on ownership of the core account management motions, relationship ownership, value articulation, expansion strategy, and renewal execution, as a foundation for growth into a full Account Manager role managing larger, more complex clients.

You'll report to the Vice President of Account Management as part of an Account Management Organization of 30+.

This role is 5 days/week on-site.

What Success Looks Like

First 90 days: You've taken full ownership of your book, completed account transitions, and built a Strategic Account Plan for each customer grounded in their actual business goals.

First 6 months: You're running EBRs independently, have identified and progressed at least five qualified expansion opportunities, and your book's renewal pipeline is fully forecasted and on track.

First 12 months: You're consistently hitting quota across both GRR and NRR, customers see you as a trusted advisor rather than a point of contact, and you're building the case for progression into a full Account Manager seat.

What You'll Do

Drive the Numbers

Carry and deliver on a quota spanning both Gross Revenue Retention (renewals) and Net Revenue Retention (upsell/expansion) for your assigned book.

Forecast account risk and opportunity accurately, and proactively flag at-risk renewals early enough to act.

Lead the Relationship

Serve as the primary point of contact and trusted advisor for your assigned accounts.

Lead Executive Business Reviews with customer leadership; partner with Customer Value on QBRs.

Build and maintain Strategic Account Plans that connect customer goals to a documented roadmap.

Translate Usage Into Value

Monitor account health and usage data, and translate what's happening in the platform into business outcomes customer leadership cares about (time-to-fill, recruiter productivity, cost-per-hire, candidate experience).

Run adoption touchpoints and check-ins focused on proving value, not just checking a box.

Research whitespace and end-user utilization to identify and size expansion opportunities tied to the customer's own stated priorities.

Grow the Account

Build expansion opportunities grounded in customer outcomes and business context — not just feature gaps.

Prepare proposals, pricing drafts, order forms, and EBR materials that make a business case, not a features list.

Launch and manage new product pilots: track success criteria, gather customer feedback, ensure milestones are met, and report progress to AM, CV, Product, and leadership.

Operate Cross-Functionally

Partner with Customer Value, Support, Product, Marketing, and PMO to get customer needs escalated and resolved.

Keep internal action items and cross-team deliverables on track.

Maintain detailed notes, usage reports, and CRM data across your book.

What You've Done:

Must-Haves

1–3 years in a customer-facing role: customer success, account management, sales, or project coordination ideally with some exposure to renewals, upsell, or commercial ownership.

Demonstrated business acumen: you can look at a customer's data or situation and articulate what it means for their business, not just their tool usage.

Strong organizational and project-management skills able to run a full book against competing deadlines and SLAs without things falling through the cracks.

Comfort presenting to and influencing stakeholders, including customer leadership.

A proactive, ownership-driven approach: you don't wait to be told there's a problem; you find it and fix it.

An entrepreneurial mindset: resourceful under ambiguity, comfortable building your own process where none exists, and genuinely energized by the grind of hitting a number. This is a demanding role, real grit and resilience matter here.

Nice-to-Haves

Business, economics, or entrepreneurship degree/background, or a background in HR/HR tech.

Experience with SaaS platforms or HR technology.

Strong technical aptitude and curiosity to learn new tools and concepts quickly.

Benefits

We want you to be your best self and to pursue your passions!

Benefits/programs to support holistic employee health

Growing organization with career pathing and development opportunities

Tons of perks and extras in every location for all Phenoms!

Salary

Expected salary range $70,000 - $100,000

Variable compensation in addition to the base salary

Diversity, Equity, & Inclusion

Our commitment to diversity runs deep! Diversity is essential to building phenomenal teams, products, and customer experiences. Phenom is proud to be an equal opportunity employer taking collective action to build a more inclusive environment where every candidate and employee feels welcomed.

We recognize there is more to be done. Our teams are committed to continuous improvement until these powerful ideas are ingrained in our culture for Phenom and employers everywhere!

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