Senior Account Manager

RemoteCustomer Success – Customer Success - Professional Services /Full-Time /Remote

Company Description

Swiftly is on a mission to help cities move more efficiently. We are the leading transit data platform for agencies to share real-time passenger information, manage day-to-day operations, and improve service performance. Today, over 180 transit agencies in 11 countries – including LA Metro, MARTA, SEPTA, and MBTA – rely on Swiftly to improve on-time performance by up to 40% and increase passenger information accuracy by up to 50%. The result is better service reliability, increased ridership, and more efficient transit operations.

Even though Swiftly's HQ office is located in San Francisco, CA, we are open to candidates in most locations across the U.S. as well as Ontario and British Columbia, Canada. At this time we are unable to provide Visa sponsorship.

Customer Success at Swiftly

The Account Management team is part of the Customer Success organization at Swiftly and engages with our customers to understand their core challenges and act as a partner in creating the solution. The Account Management team has two north star objectives: retain our customers’ business and grow opportunities within the customer base. The team cares deeply about the problem we’re solving, so we empathize with and listen to our customers to build partnerships and deepen our value proposition. We thrive with constraints, getting creative to execute on a variety of deliverables in collaboration with other teams. Lastly, while we love to win, we know that the best means to that end on a broad scale is to support our colleagues and win as a team. The Account Management team is guided by Swiftly values – team, communication, feedback, growth, diversity, impact – and often combines several values to solve problems and deliver value to our customers.

About the Role

The Senior Account Managers own the commercial aspects of renewals along with the end-to-end sales cycle for upsells in our existing mid-sized to large strategic customers. They are responsible for working closely with Solutions Engineering, Technical Support, Marketing, Partnerships, and Product teams to increase the ‘stickiness’ of Swiftly amongst our customers. AMs help ensure our customers find continued success and measured value in their partnership with Swiftly by expanding their product portfolio. Account Managers own their own territory of existing customers and are responsible for retention, lead generation for upsell and cross-sell opportunities, and increasing revenue from the customer base. Swiftly has aggressive upsell goals for the remainder of 2024 and into 2025, and we are looking for dedicated professionals who can empathize with the needs of mid-sized to large complex agencies and are committed to the success of the transit industry.

Responsibilities

• Develop an upsell/retention strategy for midsize to large complex customer transit agencies
• Own the upsell pipeline from marketing qualified lead to close
• Build your own strategy to drive pipeline development throughout your book of business (our customer base)
• Develop and maintain account plans for key accounts
• Work with marketing to develop customer-focused collateral and execute campaigns
• Achieve/exceed quota expectations
• Develop business proposals and deliver Executive Business presentations to agency leadership and executives that prove ROI 
• Lead demonstrations/trainings of the full Swiftly platform 
• Work with agency decision-makers to identify budget and procurement paths 
• Manage competitive and noncompetitive procurement for both upsells and renewals (including responding to RFPs, writing sole source justification, and navigating cooperative purchasing agreements) 
• Attend conferences, onsite agency visits, and other events to meet customers, build relationships, represent Swiftly as a thought leader, and move deals forward
• Work collaboratively with all cross-functional departments to provide a constant loop of feedback on our competition, market, and customers
• Develop and maintain Success Plans for customer base

About You

• 2-5 years of quota-carrying SaaS experience in the public transportation industry (must be after August 2023)
• 90%+ net retention across your book of business in the public transportation industry
• Experience managing 5-6 figure growth opportunities within your book of business in the transportation industry
• A strong ability to listen to various stakeholders and synthesize relevant information
• Persistence and the ability to find creative ways to communicate value to customers
• Strong intuition and ability to thrive with minimal direction: you can ideate and execute a plan effectively, think strategically, and balance multiple competing priorities 
• Exceptional organizational skills, with the ability to multitask a high volume of opportunities at all times
• Excellent communication and a proven ability to work cross-functionally
• Experience working with public transportation or passionate about the future of transportation, mobility, and cities, with an interest in the role of transportation technology

**FOR U.S. CANDIDATES ONLY:**

In accordance with pay transparency laws: the approximate salary range for this role is $115,000 to $175,000 (base salary + any variable comp). This range represents the anticipated low and high end of the salary for this position. Actual salaries will vary and are based on a multitude of non-discriminatory factors including final role leveling decisions, a candidate’s relevant work experiences/skills, and geographic location within the United States. Note: salary ranges for non-U.S. candidates may be higher or lower than the U.S. numbers above depending on location. Salary is one component of Swiftly’s total compensation package, which also includes stock options, competitive benefits, 401(k) matching, a fantastic team and culture, opportunity to have a huge impact, emphasis on professional growth and holistic wellness, and other perks.

Beyond the Skills:

We are looking for candidates who are passionate about mobility, sustainability, or mission-oriented projects that have a significant real-world impact. Ideal candidates encompass the core values of our company:

• Team. Together, we are more effective and better supported

• Impact. Drive impact for our customers, our company, and all of our teams

• Diversity. See differing perspectives as ways to address our weaknesses and find new strengths

• Communication. Assume others internally and externally have good intentions

• Feedback. We share feedback because we want each other to grow professionally and personally

• Growth. Foster personal, professional, and company growth

Benefits:

• Competitive salary

• Equity compensation for every employee

• Medical, Dental and Vision

• 401k with Employer Match

• Flexible Spending Account (FSA)

• Home office setup reimbursement

• Monthly cell/internet reimbursement

• Monthly "Be Well" stipend

• Flexible PTO with a recommended minimum

• Flexible work environment

• 16 paid holidays, including holidays in months without US national holidays

• 8 fully paid weeks of leave for child birth/adoption

Travel note: Swiftly employees can generally expect to travel 1–2 times a year for in-person company or team offsites. As a fully distributed company, we consider these offsites important for cultivating strong relationships across our teams! Attending these in-person is expected and encouraged, although we understand everyone has different personal circumstances and we will consider requests for exceptions. Customer-facing team members and other specific roles may be expected to travel more frequently.

We are a truly mission-driven culture that is set to change the world of transit

We are an equal opportunity employer - we are committed to a workplace that is as dynamic, diverse, and passionate as the communities we serve.

Because we work with public agencies, we participate in E-Verify.