Account Manager

Watchtower Security is the nation's leading provider of all-inclusive, fully managed video surveillance solutions, exclusively dedicated to the multifamily housing industry. For over two decades, we have partnered with property management groups across the nation, empowering them to provide peace of mind to their communities.

As a rapidly growing and dynamic organization, we pride ourselves on a fast-paced, collaborative environment where innovation, critical thinking, and a commitment to excellence drive our success. We are seeking passionate individuals eager to contribute to a team that values strong communication, attention to detail, and a shared dedication to making a tangible difference in multi-family communities.

We are seeking a highly motivated and client-focused Account Manager to join our team. This role operates on a consultative account ownership model and is responsible for independently managing a portfolio of client relationships, developing and implementing account strategies, evaluating business risks and opportunities, and exercising discretion and independent judgment regarding client retention, contract administration, service delivery, and growth initiatives. The Account Manager serves as a strategic advisor to a dedicated book of businesss and coordinates cross-functional resources to achieve business objectives for both the client and the Company.

Essential Job Functions:

Client Relationship & Portfolio Management:

Own and manage a dedicated book of business,

Serve as the primary relationship manager across all client stakeholders, building and maintaining strong, consultative client relationships through consistent written, verbal, and virtual communication while displaying discretion and independent judgment with respect to matters of significance as well as the ability to utilize critical thinking.

Determine and implement appropriate engagement strategies based on the unique needs, business priorities, and risk profile of each assigned account.

Monitor client health signals and proactively intervene when risk indicators are present to ensure client satisfaction and retention.

Independently develop and execute account management strategies for assigned clients based on business objectives, contract requirements, risk assessments, and client-specific circumstances.

Evaluate client needs, business priorities, and operational challenges and determine appropriate engagement, escalation, and resource allocation strategies.

Exercise discretion and independent judgment in determining how to address client concerns, resolve service issues, prioritize account activities, and protect long-term client relationships.

Make recommendations to management regarding client retention strategies, contract modifications, service enhancements, and allocation of company resources.

Client Lifecycle & Value Optimization:

Manage the full client lifecycle across key stages: Onboarding & Adoption, Mid-Contract Engagement, and Renewal Management.

Lead proactive onboarding efforts immediately post-signature, including discovery conversations and coordination of internal stakeholders (e.g., installation, finance, service).

Drive adoption and engagement throughout the contract term to ensure clients realize the full value from the Watchtower Security platform.

Analyze client business operations, utilization patterns, and performance metrics to develop recommendations designed to improve outcomes and maximize value.

Coordinate and direct the activities of internal departments to implement client-specific solutions and achieve account objectives.

Evaluate competing priorities and determine appropriate courses of action when balancing client requirements, contractual obligations, operational constraints, and company objectives.

Renewal, Expansion & Growth Opportunities:

Develop and execute renewal strategies for assigned accounts, including assessment of business risks, pricing considerations, client objectives, and competitive factors.

Analyze account performance, industry trends, and client business needs to identify opportunities for expanded services and increased adoption.

Prepare and present strategic recommendations to clients and internal leadership regarding retention, expansion, and long-term account planning.

Negotiate non-material commercial terms and service-related arrangements within established company guidelines and make recommendations regarding exceptions.

Independent Judgment & Decision Making

Regularly exercises discretion and independent judgment with respect to matters of significance affecting client retention, customer satisfaction, contract administration, resource allocation, and revenue preservation.

Evaluates alternative courses of action and makes recommendations concerning client strategy, escalation decisions, service delivery approaches, and account prioritization.

Operates with substantial autonomy in managing assigned accounts and determining the methods and approaches used to achieve business objectives.

Provides recommendations to leadership regarding client risks, operational improvements, business opportunities, and strategic initiatives.

Qualifications & Skills:

Experience & Education:

2–3 years of proven experience in account management, sales, customer success, or related client-facing roles.

Background in SaaS, security, property management, or service-based industries is a plus.

Core Competencies:

Strong written and verbal communication skills, capable of building rapport and influencing outcomes across multiple stakeholders.

Demonstrated ability to manage relationships and drive client satisfaction.

High energy, self-motivated individual with strong follow-through and a "high motor" work ethic.

Consultative mindset with the ability to guide clients through solutions and decision-making processes.

Comfortable managing a high-volume book of business in a fast-paced environment.

Technical Proficiency:

Familiarity with CRM systems and activity-based performance tracking.