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
We are a small (but mighty) team working to help communities use data to tackle their greatest social challenges. It was founded in 2003, and is headquartered in Las Vegas, Nevada, USA, with a workforce of 51-200 employees. Its website is https://bitfocus.com/.
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