[Remote] Account Manager

Note: The job is a remote job and is open to candidates in USA. Bitfocus is a mission-driven company focused on building solutions to help end homelessness and transform communities. They are seeking a highly motivated and experienced Account Manager to drive strategic partnerships with key customers, ensuring satisfaction, growth, and retention while aligning community priorities with Bitfocus solutions.

Responsibilities

• Build and maintain strong multi-threaded relationships across customer organizations, including executive, administrative, and frontline stakeholders
• Serve as a trusted advisor and thought partner to each assigned account, regularly engaging customers to understand their long-term goals and aligning them with the necessary Bitfocus resources to achieve them
• Serve as a trusted advisor and thought partner to each assigned account, regularly engaging customers to understand their long-term goals and aligning them with the necessary Bitfocus resources to achieve them
• Lead engagement with executive and decision-maker stakeholders, including travel to customer sites for high-value meetings
• Represent Bitfocus with professionalism, thought leadership, and strategic guidance at the highest levels of customer organizations
• Develop and execute proactive, multi-year success strategies for assigned accounts, centering on each community’s unique needs, priorities, and approach
• Drive growth in contract value through upsells, renewals, and expansion opportunities by uncovering, scoping, and qualifying opportunities where customers can use more Bitfocus products and services
• Conduct structured Executive Business Reviews, monitor satisfaction and survey feedback, and ensure ongoing value realization
• Promote customer adoption of the platform, ensuring they fully leverage Bitfocus solutions
• Collaborate with Community Administration teams and other internal partners to administer contracts and ensure seamless delivery across the full scope of a customer’s relationship with Bitfocus, partnering with all internal teams to solve for the customer
• Represent the voice of the customer internally, ensuring product, services, and support teams deliver on customer needs
• Manage escalations with urgency, professionalism, and coordination across teams
• Understand technical roadblocks, core integrations, and make strategic recommendations on solution implementation to overcome them
• Operate with a high degree of autonomy in managing your ‘book of business,’ balancing proactive strategic work with reactive support needs
• Excel at translating complex challenges into structured strategies, presentations, and action plans
• Maintain strong knowledge of Bitfocus products, data analysis tools, HUD/Federal guidance, and community homeless response systems
• Apply insights to customer challenges, helping communities use Clarity Human Services as both their primary care coordination platform and single source of truth for client data

Skills

• Strong interpersonal skills with the ability to engage, influence, and build trust with executives, administrators, and frontline staff
• Ability to align customer goals with Bitfocus solutions and proactively identify and qualify opportunities for contract growth
• Exceptional written and verbal skills, able to distill complex technical and business concepts for diverse audiences
• Ability to thrive in a fast-paced environment, managing multiple priorities and contract complexities, operating as a motivated self-starter who achieves results under pressure
• Proven success working cross-functionally with internal teams and external partners
• Deep empathy and understanding of customer needs, with a passion for helping communities end homelessness
• Extensive experience in a client-facing or account management role (1+ years is the minimum requirement; technology or social services experience is a plus)
• Business savvy with consultative, problem-solving, and issue-resolution skills
• Strong negotiation skills, are comfortable navigating financial conversations, and have a comprehensive understanding of general business operations, contracts, and financial principles
• It's easy for you to build and maintain relationships, manage expectations, and identify issues that require escalation
• Technical aptitude and the ability to learn new software tools and platforms quickly
• Curious and comfortable adapting to new technologies, utilizing, and staying up to date with AI and emerging solutions
• Familiarity with HMIS, homeless services, or human services systems strongly preferred
• Experience working with HubSpot or equivalent Customer Relationship Management (CRM) software is a plus

Benefits

• Comprehensive Healthcare (100% Employer-Paid for Employees)
• 12 Weeks Paid Parental Leave
• R&R Week (Paid Week Off at Year-End)
• Three Weeks of Paid Vacation + Two Volunteer Days Per Year
• 401K Retirement Plan (4% Match)
• Flexible Work Hours & Remote-First Culture
• Career Growth Plans for Each Role

Company Overview