Job Overview

This role is pivotal in nurturing and supporting customer relationships that promote satisfaction, performance improvement, growth, and retention across a portfolio of strategic accounts. Scope includes all Marchex solutions, including call intelligence and conversational analytics. The Senior Account Manager acts as a partner and advocate to ensure each dealer fully utilizes Marchex products to meet and exceed their business objectives. This includes translating data into actionable insights, demonstrating measurable ROI, and serving as the customer’s internal voice within Marchex by communicating needs and priorities to Sales Engineering, Product, Analytics, and Customer Support teams.

Job Impact

The Senior Account Manager owns and manages a portfolio of accounts and is responsible for building strong relationships with key decision makers, including C-Suite leaders, General Managers, Marketing Directors, and technical leaders. Responsibilities include maintaining deep knowledge of Marchex offerings to provide technical support and guidance, analyzing performance data and sentiment trends, identifying missed opportunities, and driving adoption of key features. The role requires developing and implementing strategic account plans, delivering Strategic Business Reviews, identifying renewal risks early, and partnering with Sales to support retention and expansion opportunities.

Team

The Marchex Customer Success Team is dedicated to helping customers achieve their goals. As part of the team, you are responsible for optimizing Marchex’s value in the eyes of the clients by providing them with useful resources, reliable support and proof of value. As a team we are focused on fostering and developing a mutually beneficial relationship between Marchex and the customers we partner with.