Account Manager - Hybrid (kirkland WA)

Account Manager

At Formations, we're on a mission to empower the self-employed through every stage of their journey. Based in Seattle, we're a tech-forward startup that's revolutionizing financial management for independent professionals. We understand that running your own business is challenging enough without the added complexity of taxes, accounting, and financial planning. That's why we've created a solution that not only simplifies these processes but also unlocks significant financial benefits for our clients.

Formations offers a groundbreaking AI-powered platform that transforms how self-employed professionals manage their finances, from entity formation and structure, to accounting, to tax management. On average, our thousands of customers save $14,801 per year by working with us.

By combining cutting-edge technology with expert financial guidance, Formations empowers self-employed professionals to focus on what they do best – growing their business – while we handle the complexities of financial management and optimization.

The Account Manager has a key leadership role within the Customer Success department and is responsible for overseeing all account management responsibilities. This role ensures the delivery of exceptional service to our Pro and Partnership clients, drives client retention, and fosters a culture of collaboration and continuous improvement within this key distribution channel.

Responsibilities

• Oversee a strategic portfolio of key client accounts, ensuring their needs are met and expectations are exceeded.
• Serve as an escalation point for complex client issues, working to resolve problems effectively and efficiently.
• Develop and maintain strong relationships with key client stakeholders, understanding their business objectives, and aligning our services to support their goals.
• Conduct regular client meetings and business reviews to assess satisfaction, identify opportunities for improvement, and ensure ongoing alignment.
• Identify bottlenecks and blockers to the client account process and make operations or technology-based recommendations to optimize the experience.
• Act as the voice of the customer internally, advocating for client needs with Product, Engineering, and other stakeholders.

Onboarding & Adoption

• Oversee a seamless onboarding process for new clients, ensuring proper handoff from Sales and early engagement with the Customer Success team.
• Guide clients through product adoption and implementation, helping them realize the full value of the platform.

Revenue Growth & Retention

• Collaborate with Sales to identify and pursue upsell, cross-sell, and renewal opportunities within the existing client base.
• Monitor account health, usage patterns, and satisfaction to proactively address risk and reduce churn.

Service Delivery & Operations

• Ensure the timely and accurate delivery of all account management services.
• Collaborate cross-functionally (e.g., Sales, Product, Engineering) to ensure seamless service delivery and client satisfaction.
• Identify and implement process improvements to enhance service quality, efficiency, and scalability.
• Monitor key performance indicators (KPIs) such as client retention, Net Promoter Score (NPS), service delivery metrics, and team performance.

Reporting & Administration

• Prepare and deliver internal and external reports on account performance, health metrics, and strategic recommendations.
• Maintain accurate and up-to-date records in CRM systems and account tracking tools.
• Support contractual agreements and ensure compliance with service-level agreements (SLAs).

Skills and Traits

• Excellent leadership, management, and team-building skills.
• Strong prioritization and organizational abilities.
• Exceptional relationship management and communication skills.
• Analytical, problem-solving, and decision-making capabilities.
• High attention to detail with strong written and verbal communication.
• Customer-centric mindset with a bias for action.

Nice to Have Experience

• Familiarity with financial services, tax planning, or self-employed professionals.
• Previous experience in a fast-paced startup or growth-stage environment.

Qualifications

• 2+ years in account management, customer success, customer experience, or project management.
• Experience managing a book of business or team in a customer-facing role.
• Impeccable written and verbal communication skills.
• Detail-oriented, analytical, and highly organized.
• Experience with Microsoft Office products.
• Comfortable with CRM tools and learning new technologies.
• Opportunity to influence the shape of the company Salary range: $60K-$90K

Founded in 2019, Formations Corp is a FinTech startup based in Kirkland, WA. We're on a mission to help self-employed individuals maximize their financial and personal well-being.

Self-employed owners start their businesses to focus on their clients and their impact, not to spend half their days pouring over their books and stressing about taxes. Formations wants to give our customers the time and peace of mind to do what they do best – and to help them earn the most for it. This means we do all the back-of-the-house financial work to maximize our customers' business health and compliance, tax savings, retirement benefits, and peace of mind.

This full-time position offers a competitive base salary and a full benefits package:

• We go above and beyond in our commitment to our staff's health, well-being, and happiness by also offering flexible paid time away from work.
• Full Medical, dental, vision.
• Generous parental leave.
• Life insurance.
• 401K plan including employer matching. Plan matches 100% of an employee's contributions up to 4% of their annual base salary, with immediate vesting for matched contributions.
• Equity - Formations offer every EE to be an owner. As such we grant every new hire an equity package our very generous equity plan is vested over standard 4 years.
• Formations encourages employees to give back with paid volunteer time of up to 16 hours a year.
• Adopting a flexible-hybrid approach means that there isn't a one-size-fits-all solution but rather a highly adjustable and personal model that can take various shapes and forms.
• Positive and collaborative culture.
• Opportunity to influence the shape of the company.

Formations Corp is an equal opportunity employer.