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. Customer Relationship Management = 50% Manage and develop strong relationships with senior and working team client stakeholders.

Serve as the primary point of contact for assigned accounts and own the full lifecycle including onboarding, optimization, and renewal stages.

Benefits

of the Marchex product suite. Conduct Strategic Business Reviews focused on performance metrics, ROI, improvement recommendations, and strategic planning. Maintain accurate account data, lifecycle stages, and forecasting within CRM platforms.

Identify renewal risks early using health scores, engagement indicators, and product usage trends and partner with leadership to mitigate risk accordingly. Strategic Growth & Analytics = 40% Analyze call data, sentiment trends, and missed opportunities to produce actionable insights that drive performance improvement. Build strategic account plans including forecasting, utilization tracking, call and conversation data insights, and revenue progression.

Drive platform adoption across assigned accounts, ensuring customers maximize the value of the full Marchex solution. Work with Sales team to identify new revenue opportunities, up-sell and cross-sell pathways, and support contract renewals and expansions. Seek innovative, datadriven solutions to problems and processes to ensure customer success and sustained business impact.

Collaborate crossfunctionally with Product, Analytics, Engineering, and Support teams to address customer feedback and resolve technical or performance gaps. Technical Support & Training = 10% Provide hands-on technical support to customers, ensuring quick resolution of platform questions, performance issues, or configuration challenges. Deliver ongoing product training for client stakeholders to ensure adoption and proficiency.

Assist new customers through onboarding, setup, and early-stage education to establish strong initial engagement. Collaborate with Support and Product teams to escalate and resolve complex technical inquiries.