We’re looking for an Account Manager to be the primary contact for DocuWare’s direct customers after implementation. This role focuses on ensuring a smooth transition from Professional Services, building strong relationships, and identifying opportunities for growth and upselling. The Account Manager works closely with Sales, Marketing, and partners to drive customer engagement, conducts webinars, promotes DocuWare solutions, and manages escalations to deliver value and minimize churn.

This is a hybrid work schedule with two days a week required in our Beacon, NY office. 

• Develop and maintain strong, long-lasting relationships with customers, proactively seeking opportunities to increase customer satisfaction and loyalty. 
• Ensure customer adoption and usage of our products and services, providing guidance and best practices to drive maximum value. 
• Act as the customer advocate, providing feedback to internal teams to improve our products and services. 
• Win back cancelled contracts and evaluate the contract size and reasons for cancellation. If there is an upsell potential this individual will arrange meetings as needed.
• Contact the customer directly, identify potential for add-on sales and pass the lead on to the Direct Sales Manager. After an assessment period to gather knowledge, the Account Manager will extend this approach to indirect customers of Authorized DocuWare Partners.
• Contact the customer directly, identify potential for add-on sales and pass the lead on to the Direct Sales Manager. After an assessment period to gather knowledge, the Account Manager will extend this approach to indirect customers of Authorized DocuWare Partners.
• Contact the customer directly, identify potential for add-on sales and pass the lead on to the Direct Sales Manager. After an assessment period to gather knowledge, the Account Manager will extend this approach to indirect customers of Authorized DocuWare Partners.
• Monitor customer health metrics and identify at-risk accounts, developing and executing retention and growth plans to address any issues. 
• Conduct webinars on a regular base and work with the Marketing department to oversee campaigns.
• Based on the webinar attendees lists the Account Manager will identify upsell opportunities and either will contact the customer directly or will pass the information to the Authorized DocuWare Partners.
• Collaborate with cross-functional teams to resolve customer issues and ensure a seamless customer experience. 
• Analyse customer data to identify trends and opportunities for improvement and provide insights to drive continuous improvement of customer success initiatives.
• Occasional business travel required.

• Bachelor's Degree in business administration, business informatics, industrial engineering or related field, or equivalent combination of education with corresponding professional experience. 
• 2-4 years' experience in a customer success, account management or customer service role. 
• 2-4 years' experience in software selling
• Excellent communication skills, especially with representatives of corporation management. 
• Excellent presentation skills and very high ability to argue ability to analyze business processes and find individual solutions.
• Ability to build and maintain strong, long-lasting customer relationships. 
• Knowledge of cloud technology and IT in general.
• Analysis of business processes to find solutions. 
• Ability to work conceptually, systematically and independently. 
• Highly self motivated with ability to contribute to a team. 
• Ability to help / train the customer to use the product base features (no technical support) 

• $75,000 base plus commission, no cap on commission however OTE is an expected to be $100,000. 
• Standard 40 hours work week, Monday to Friday from 8:30am to 5:00pm EST.
• DocuWare funds $2,000/$4,000 annually towards single/family HDHP deductible
• Your choice of 4 medical plans (HDHP, EPO, PPO)
• Short Term Disability (100% company paid)
• Long Term Disability (100% company paid)
• Group Term Life insurance (100% company paid)
• 401(K) with company match 
• 12 annual paid holidays and generous PTO plan
• Profit Sharing  
• Internationally growing and well established company 
• Thorough onboarding & induction period 
• Training and development opportunities
• Participation in a positive intercultural company culture with an openness to new ideas 
• Virtual instructor led fitness offerings.
• Access to Udemy training academy and Tuition Reimbursement
• Flexible Spending & Dependent Care Accounts
• Company events and more

New ideas are always welcome here.
 
At DocuWare, you’ll find an open corporate culture, a wide variety of options for further education and a friendly, informal work environment. We offer creative, self-motivated individuals a diverse, international working environment with plenty of freedom and opportunity for professional development.
 
You can find what makes us a unique and rewarding employment experience on Instagram! Check us out at https://www.instagram.com/life.at.docuware/.

1. Virtual prescreening with a Recruiter to get to know each other.

2. Virtual interview with the Recruiter and Hiring Manager.

3. Demo Interview of the DocuWare solution.

4. Final in-person interview in the Beacon, NY office.

Aleida Colabattista
Specialist People & Culture
careers@docuware.com




Work Authorizations
Please note that DocuWare Corporation does not sponsor employment visas for this position. Candidates must be authorized to work in the country without the need for visa sponsorship.

EEOC Statement
DocuWare Corporation is an Equal Opportunity/Affirmative Action Employer (Equal Opportunity Employer/Veterans/Disabled).
 
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity/expression, national origin, age, veteran status, disability, or any other protected category pursuant to federal, state or local laws and will not be discriminated against on the basis of any such categories/status. DocuWare values diversity, equity and inclusion and this policy applies to all employment practices at DocuWare. DocuWare is committed to providing reasonable accommodations for qualified individuals with disabilities including, but not limited to, during the application process. Please let us know if you need assistance or an accommodation due to a disability.
  
Background Screening Statement
Employment is contingent upon a successful completion of a criminal background investigation subject to any federal, state, and local laws.