Account Manager, Americas at panopto

Company Overview: At Panopto, we are the most customer-centric learning technologycompany in the world. As the leader in visual and audio-based learning, we empower organizations to share knowledge effortlessly in a capture and post-capture world. We don’t just build software; we obsess over our users’ goals to deliver solutions that truly matter. Our mission is simple: to attract the brightest talent, people like you, to Elevate the Craft and do the most impactful work of your career. As we continue to support growth and expansion, we are seeking a dynamic, results-driven Account Manager to join our team, focusing on the higher education, K-12 and enterprise industries. Position Summary: In this role, you will have the opportunity to do the most impactful work of your career, elevating your craft while contributing to a team that values lifelong learning. In this role, you will do the most impactful work of your career, elevating your craft while contributing to a team that values lifelong learning. As an Account Manager, you are the primary architect of our existing client relationships. You will lead the full renewal lifecycle and identify strategic expansion opportunities, ensuring our partners realize the maximum value of the Panopto platform. This role requires a proactive, sales-oriented mindset and the ability to turn complex technical needs into simple, elegant solutions for our customers. You'll also have opportunities to contribute to other initiatives that directly advance our core values and support you in elevating your craft.  In this role, you will have the opportunity to… How You’ll Contribute: • Software Renewals: Manage the software renewal process for assigned accounts, ensuring timely and successful contract renewals. Proactively engage with clients to discuss their current usage, address any concerns, and present upgrade options to ensure customer satisfaction and retention. Negotiate renewal terms, pricing, and contractual agreements in collaboration with the legal and finance departments. • Upselling and Cross-Selling: Achieve assigned quarterly and annual sales targets by proactively identifying opportunities to upsell and cross-sell additional software licenses, modules, or services to existing clients. Conduct product demonstrations and presentations to showcase the value and benefits of recommended software enhancements. Collaborate closely with the sales and marketing teams to develop targeted strategies and campaigns to maximize upselling potential. • Account Planning and Forecasting: Develop account plans and strategies to achieve upselling and renewal objectives. Monitor account usage and health, revenue performance, and customer satisfaction metrics regularly. Provide accurate sales forecasts and pipeline updates to management, leveraging CRM tools and reporting systems. • Market Research and Competitive Analysis: Stay updated on industry trends, market dynamics, and competitive landscape within the corporations, higher education and K-12 sectors. Conduct market research and analysis to identify new business opportunities and potential target accounts. Collaborate with the marketing team to provide insights and contribute to the development of effective sales and marketing materials. • Client Relationship Management: Develop and maintain strong relationships with key decision-makers and stakeholders in enterprise, higher education and K-12 institutions. Serve as the primary point of contact for assigned accounts, addressing customer inquiries, and providing excellent customer service. Understand clients' business needs, objectives, and challenges to identify upselling opportunities and position relevant software solutions. The Foundation for Success: • Relationship Mastery: You have 5 years of experience in sales or account management (ideally in SaaS), with a proven track record of exceeding quotas through authentic relationship building. • Clarity Over Complexity: You can take a complex software solution and articulate its value in a way that feels simple and essential to a client’s success. • Operational Ownership: You are proficient with CRM tools and sales productivity stacks, using them to create clarity for yourself and the leadership team. • Outcome-Oriented: You are self-motivated and thrive when given the independence to manage your territory and own your results. • Adaptability: You are comfortable traveling up to 25% to meet our partners where they are and represent Panopto at industry events. • Educational Baseline: A Bachelor’s degree in business or a related field provides the foundation, but your commitment to lifelong learning is what will make you successful here. What Success Looks Like: • Within 6 Months (Integration and audit): You have fully mastered the Panopto ecosystem and completed a comprehensive health audit of your assigned Americas territory. You have established seamless collaborative loops with the Support and Implementation teams, identifying "at-risk" accounts early and implementing "save" strategies that ensure no customer is left behind. • Within 1 Year (First measurable impact on Net Revenue Retention): You have delivered a 100% on-time renewal rate for your portfolio and successfully executed your first major expansion deals. By shifting from a reactive renewal cycle to a proactive value-based partnership, you have measurably increased the Net Revenue Retention (NRR) within your territory, proving that our customers are not just staying, but growing with us. • Your Legacy (Full ownership of the Americas Strategic Growth Playbook): You are recognized as the definitive subject matter expert for the Americas market. You have designed and documented a repeatable "Success Playbook" for navigating complex renewals and identifying expansion opportunities that the global Account Management team adopts as a standard. Your impact is felt not just in the revenue you’ve secured, but in the elevated craft and collective wisdom you’ve shared with the entire organization. How We Thrive: You’ll join a team where we challenge ideas, not people, knowing our success depends on our collective wisdom. Reporting to the Director of Account Management, you will work in lockstep with our Customer Support and Implementation teams to ensure a seamless experience for every partner. We believe in simple elegance and hold ourselves accountable to meaningful outcomes, not just activity, meaning you are empowered to focus on the strategic work that truly moves the needle for our customers.  Join Panopto and be part of an exciting journey where you’ll have the chance to make a real impact on the company's success and growth. If you excel in communication with a  vigorous sales orientation mindset, we encourage you to apply. Beyond the Requirements: At this point, we hope you're feeling excited about the job description you’re reading. Even if you don't feel that you meet every single requirement, we still encourage you to apply. We're eager to meet people that believe in our mission and can contribute to our team in a variety of ways - not just candidates who check all the boxes. We want people to feel comfortable expressing their true selves and to come, stay, and do their best work here. Recruiting Tips: From crafting an impressive resume to presenting your best self during our interviews, we're dedicated to ensuring you feel well-prepared and self-assured as you embark on opportunities at Panopto. Discover some valuable Recruiting Tipsfrom our team.  The standard interview process at Panopto involves several steps, outlined below, to ensure we approach the process thoughtfully and consistently:  Application Review -> Recruiter Call -> Video Interview & Assessment -> Hiring Manager Call -> Interview Loop -> Debrief -> Offer   Our people and culture Panopto’s mission is to be the leader in visual and audio-based learning in a capture and post-capture world. Our user base is as diverse as the world’s universities and businesses. Panopto’s commitment to fostering a fair, equitable, and inclusive culture empowers each member of our team to express their authentic selves, contribute their distinct perspectives and make a meaningful impact both individually and collectively. This inclusive environment not only encourages creativity and the free exchange of ideas but also harnesses the power of varied viewpoints. As a result, we are better equipped to tackle our most intricate challenges, leveraging the wealth of different experiences and backgrounds within our team. This collaborative spirit empowers us to challenge ideas (not people) recognizing that our shared success relies on collective wisdom. It drives us to continuously improve and innovate, ultimately elevating the quality of our products and services. It’s what sets Panopto apart as a unique and rewarding place to work. Our purpose We believe that video can have a transformative effect on learning. So we built a video knowledge management platform that helps businesses and universities improve the way that they train, teach, and share knowledge. Since 2007, we have been a pioneer in video capture software, video management, and inside-video-search technology. Panopto has been adopted by more than 1,600 companies and universities worldwide with over 11 million end users. Today, Panopto’s knowledge management platform is the largest repository of expert learning videos in the world. A proud remote-first company, Panopto is headquartered in Pittsburgh, with offices in London, Hong Kong, Singapore, and Sydney, and has received industry recognition for its innovation, rapid growth, and company culture. Panopto is an Equal Opportunity Employer. We value and encourage diversity and solicit applications from all qualified individuals which will receive consideration for employment without regard to race, color, religion, sex, marital status, sexual orientation, gender identity or expression, national origin, age, disability or protected veteran status, or any other legally protected criteria, in accordance with applicable law. Panopto is committed to providing reasonable accommodation to applicants with disabilities. If you require accommodation for interviewing or otherwise participating in the employee selection process, please provide more detail on how we can further support you by reaching out to the Employee Experience department. Remote, US: Candidates looking for flexible or remote-friendly positions are encouraged to apply. Panopto is proud to be a remote-first company. Employees in this position are eligible to work remotely.  Remote, International: Candidates looking for flexible or remote-friendly positions are encouraged to apply. Panopto is proud to be a remote-first company. Employees in this position are eligible to work remotely. Still, they may make regular trips to the local international office from time to time, where applicable. Use of Artificial Intelligence (AI): Panopto may utilize artificial intelligence (AI) tools to assist in our recruitment and evaluation process. This may include analyzing resumes, assessing skills, and generating insights to help identify qualified candidates.   Please be assured that AI tools are used to support our team, and all final hiring decisions are made by human reviewers. Panopto hiring teams will thoroughly review your application and assessment results. AI is not used to make final decisions regarding your candidacy.   By submitting your application and participating in the recruitment process, you acknowledge and consent to Panopto's use of AI tools as described above.   We are committed to full compliance with all applicable labor laws, including Equal Employment (EEOC) laws, across all our company entities.   To ensure fairness and transparency: We have human oversight in all hiring decisions. If you have concerns regarding the use of AI in your assessment, please contact Panopto Talent Attraction to request a manual review of your application. Please be aware that while we offer this option, the manual review process may take longer than the standard AI-assisted process.   Any data collected during this process, including video recordings if applicable, will be retained only for the duration necessary to fulfill the hiring purpose and will be deleted shortly thereafter once the role is filled. We may utilize vendor tools to assist with the AI process. Vendor functions are ‘skill assessments' or 'resume analysis'.   Panopto is dedicated to a fair and equitable hiring process for all candidates.