Small Business Account Manager in Washington

Position Overview The Small Business Account Manager is responsible for managing a portfolio of Small Business customer accounts, with a primary focus on customer retention, net dollar retention (NDR), renewals, cross-sell, and upsell. This role owns the end-to-end renewal process for approximately 70–90 customer accounts within the Small Business segment, defined as customers with $0–$100M in annual revenue. As the primary commercial point of contact for their assigned portfolio, the Small Business Account Manager partners closely with implementation, customer support, and specialist teams to drive customer adoption, maximize value, reduce churn, and identify opportunities for expansion. The ideal candidate is customer-focused, commercially driven, highly organized, and skilled at balancing relationship management with revenue growth. Key Responsibilities Manage a portfolio of approximately 70–90 Small Business customer accounts. Own the end-to-end renewal process, including renewal planning, forecasting, customer engagement, negotiation, and contract execution. Drive Net Dollar Retention (NDR) by identifying and executing cross-sell and upsell opportunities within the existing customer base. Build trusted relationships with key customer stakeholders to understand business objectives, product usage, risks, and growth opportunities. Partner with implementation, customer support, and subject matter experts to deliver a seamless customer experience throughout the customer lifecycle. Monitor account health, proactively identify churn risks, and develop action plans to improve customer outcomes and retention. Conduct regular business reviews focused on customer value, adoption, renewal readiness, and expansion opportunities. Maintain accurate account, pipeline, renewal, and forecast data within CRM systems. Collaborate cross-functionally to remove customer blockers and ensure timely resolution of issues. Meet or exceed renewal, retention, cross-sell, upsell, and revenue

Altana is the network for trusted trade. Our AI-powered product network empowers governments and businesses to build a more resilient and secure global economy while keeping trade flowing. The Opportunity at Altana As a Global Public Sector Implementation Delivery Manager (IDM), you are the single-threaded technical owner of delivery for one of Altana’s most important public sector accounts or organizations. You blend enterprise architecture, hands-on deployment, and product design and development with the relationship skills to be the trusted technical voice in the room for the mission owners you serve. You lead a small, account-aligned implementation pod and are accountable for turning a closed-won account into mission outcomes: architecting the deployment, delivering it in secured and regulated environments, keeping it healthy, and finding the next place Altana can create value. You do this hip-to-hip with commercial — partnering with the Technical Account Managers (TAMs) and Program Managers who run the account — using delivery credibility to enable organic growth and inside sales without carrying the commercial number yourself. This role reports to a GPS Implementation sub-vertical lead (Trade, Resilience, or Policy) within the Implementation function, and is deployed against a named strategic account. For example, an IDM aligned to U.S. Customs and Border Protection (CBP) would report to the Trade sub-vertical lead. Your Responsibilities Own delivery outcomes for a named strategic account or account groups. Serve as the single-threaded technical owner for implementation and platform delivery to a key public sector account or organization, from post-award through sustainment. Deliver on-time against contractual commitments and hold the technical quality bar. Set and steward the account architecture. Translate mission outcomes into a coherent enterprise/solution architecture across SaaS and regulated PaaS environments. Own the deployment, integration, and data-m