Account Manager (Small Business Segment)
Help deliver best-in-class courses at an award-winning eLearning company
The Company: Kantola
At Kantola Training Solutions (www.kantola.com), we’re passionate about making the workplace better
for everyone—an environment that’s free of harassment, bullying and where diversity, equity and
inclusion are embraced. We demonstrate our commitment by creating high-quality, interactive online
training that helps organizations change perspectives, achieve compliance, and elevate culture. By
combining cutting edge eLearning techniques with realistic scenarios shot in Hollywood, our courses
engage learners, impact organizations, and help create real change.
In recent years, Kantola has served ~15k organizations ranging from small employers all the way to some
of the most well-known and largest companies in the US. We are a fast-growing company serving a
rapidly expanding need, and so can offer a significant opportunity for professional growth. As a part of a
growing team everyone will directly impact the success of the business. If you find it rewarding to work
in a mission-driven company with an entrepreneurial, collaborative team environment, then you will
want to apply!
The Role: Account Manager, Small Business Segment
We seek to expand our Account Management team with an experienced individual that can help us both
develop the processes and manage the relationships with our small clients. This is an exciting role with
lots of room for professional development – the candidate will have responsibility for Kantola’s whole
portfolio of small business clients, as well as having the autonomy to drive unique business processes to
serve this segment in a more efficient and effective way. This highly collaborative role reports to the
Manager of Account Management and will focus on:
Managing the customer base in this group of customers to maximize retention and deliver excellent customer experience.
Developing the processes to manage this type of customer efficiently, namely scaled activities focused predominantly on 1-to-many communications, automation of playbooks, and smart reporting that can help us better understand customer health.
Key Expected Results of Position:
Net Retention: Maximize revenue from this customer group by optimizing renewals and driving potential upsells
NPS: Ensure customers are delighted and become raving fans of ours. Kantola has a “World Class” Net Promoter score of 73
Establish a plan for enhancing the function and deliver against it
Identify key process opportunities and develop the plans to address them
Develop key reports to enhance our understanding of customers’ health, challenges and opportunities
Develop 1-to-many campaigns for increased feature/product adoption, re-engage with dormant customers and enhance relationships with customers
Oversee a significant portfolio of existing small customers. Work directly with clients to ensure
clear communications and efficient delivery of Kantola products and services. Ensure that they
are realizing the full potential of Kantola’s suite of products
Maintain a accurate customer records of all clients in this segment in Salesforce
Become an expert of this customer segment. Develop smart insights into their behavior and
health. Review the customer journey and identify issues and ways to improve this segment’s
experience and hence long term growth potential.
Using this expertise, develop and scale processes to establish a strategic and disciplined
approach to client retention, utilizing tools and technology. Collaborate with other departments
to develop and operationalize these processes.
Work with the sales and marketing team to develop case studies and customer references
relevant to this segment.
3-5 years of experience in account management or customer success (or perhaps sales systems administration or similar)
Experience managing large numbers of customers (read: scaled CSM, not enterprise level)
Strong verbal and written communication
Analytical and process-oriented mindset
Comfortable working collaboratively in a deadline-driven environment
Active team player, self-starter, and multitasker who can quickly adjust priorities
Proven comfort working with technology tools and solutions: ability to generate reports out of Salesforce, ability to demo own solutions.
Experience with project management
Experience with Salesforce reporting, analytics and dashboards
The compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer, the starting base salary is expected to be between $65,000/yr - $80,000/yr. The compensation offered may also include a bonus.
Our offices are based in the San Francisco Bay Area, located just across Golden Gate bridge in downtown Mill Valley, CA. However, we expect that this role can be based anywhere in the continental US. We are open to fully remote or hybrid. Occasional travel may be required.
Respond to firstname.lastname@example.org; Please put “eLearning Course Developer” in the subject line of your message. We look forward to hearing from you!
Kantola is an Equal Opportunity Employer
Kantola Training Solutions is committed to providing a workplace free of harassment and discrimination. Kantola provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics, in accordance with federal, state, and local laws governing nondiscrimination in employment. Kantola expressly prohibits any form of workplace discrimination or harassment based on any of these protected characteristics.
Work Location: Remote