At Sharpen Technologies, we put customers at the center of everything we do. As a leading CCaaS (Contact Center as a Service) platform, we help businesses create better agent and customer experiences through innovative, flexible technology.
We’re seeking a growth-minded Account Manager with a primary focus on long-term relationship management but also identifying and managing revenue opportunities. In this role, you’ll be responsible for account retention, expansion, and renewal by blending strategic customer success practices with consultative selling, upselling, and cross-selling. Your ability to understand software integrations and contact center operations will be critical in guiding our customers to success.
What You’ll Do
- Act as the primary relationship owner for a portfolio of customers, ensuring satisfaction, retention, and expansion.
- Identify and build champions (make personal connections, provide extra training on more than just product such as how to communicate our value prop, connect account managers to drive commercial opportunities)
- Drive revenue growth through upsell and cross-sell motions, surfacing product opportunities aligned with client goals.
- Manage the entire customer lifecycle, from onboarding to renewal, while proactively identifying expansion opportunities. Sharpen’s professional services team leads the onboarding and the AM supports during this cycle.
- Have your finger on the pulse (monthly & quarterly compelling meetings, tune into customer situations such as M&A or layoffs, act proactively)
- Develop and execute strategic account plans tailored to business needs, usage patterns, and integration potential.
- Drive adoption and value (seek other use cases, recommend optimization of current use, highlight and track value outcomes, understanding what value is / know the customer business metrics outside of Sharpen)
- Collaborate closely with Sales, Product, and Support teams to influence product development and customer engagement.
- Negotiate contract renewals and expansion deals, aligning customer needs with Sharpen’s value proposition and pricing strategy.
- Understand customer tech stacks and workflows to provide integration recommendations and demonstrate product fit.
- Maintain accurate records in CRM systems (e.g., Salesforce), including engagement history, usage data, and pipeline activity.
Who You Are
- A natural relationship builder who understands how to balance customer success with business growth.
- Lead commercial conversations, negotiate terms, and manage upsell opportunities.
- Highly curious and tech-proficient, able to quickly understand SaaS platforms, APIs, and contact center systems.
- Results-driven and organized, with a bias for action and a collaborative approach.
What You Bring
Required:
- 5+ years of experience in a customer-facing role with revenue responsibility (i.e. renewal and/or expansion), such as Account Management, Customer Success, or Sales.
- Proven ability to identify and close upsell/cross-sell opportunities and manage renewals.
- Strong communication, presentation, and negotiation skills.
- Familiarity with CRM and customer engagement tools like Salesforce, Client Success, or Gainsight.
Preferred:
- Experience working in a SaaS, CCaaS, or contact center technology environment.
- Demonstrated success in managing complex customer accounts and driving growth.
- Understanding of customer journeys, sales motions, and B2B buying cycles.
- Technical acumen with the ability to explain and align software integrations to customer goals.
Why Join Sharpen?
We’re not your typical tech company—we’re collaborative, curious, and constantly pushing to improve how contact centers operate. If you’re ready to grow with a mission-driven team and make an impact on how companies connect with their customers, Sharpen is the place for you!
- Competitive salary + commission and performance bonuses
- Full benefits package (health, dental, vision, 401k)
- 401k match and employer HSA contribution
- Career growth opportunities within a dynamic and growing company