[Remote] Account Manager

Note: The job is a remote job and is open to candidates in USA. Bitfocus is a mission-driven company focused on building solutions to help end homelessness and transform communities. They are seeking a highly motivated and experienced Account Manager to drive strategic partnerships with key customers, ensuring satisfaction, growth, and retention while aligning community priorities with Bitfocus solutions. Responsibilities Build and maintain strong multi-threaded relationships across customer organizations, including executive, administrative, and frontline stakeholders Serve as a trusted advisor and thought partner to each assigned account, regularly engaging customers to understand their long-term goals and aligning them with the necessary Bitfocus resources to achieve them Serve as a trusted advisor and thought partner to each assigned account, regularly engaging customers to understand their long-term goals and aligning them with the necessary Bitfocus resources to achieve them Lead engagement with executive and decision-maker stakeholders, including travel to customer sites for high-value meetings Represent Bitfocus with professionalism, thought leadership, and strategic guidance at the highest levels of customer organizations Develop and execute proactive, multi-year success strategies for assigned accounts, centering on each community’s unique needs, priorities, and approach Drive growth in contract value through upsells, renewals, and expansion opportunities by uncovering, scoping, and qualifying opportunities where customers can use more Bitfocus products and services Conduct structured Executive Business Reviews, monitor satisfaction and survey feedback, and ensure ongoing value realization Promote customer adoption of the platform, ensuring they fully leverage Bitfocus solutions Collaborate with Community Administration teams and other internal partners to administer contracts and ensure seamless delivery across the full scope of a customer’s relationship with Bitfocus, partnering with all internal teams to solve for the customer Represent the voice of the customer internally, ensuring product, services, and support teams deliver on customer needs Manage escalations with urgency, professionalism, and coordination across teams Understand technical roadblocks, core integrations, and make strategic recommendations on solution implementation to overcome them Operate with a high degree of autonomy in managing your ‘book of business,’ balancing proactive strategic work with reactive support needs Excel at translating complex challenges into structured strategies, presentations, and action plans Maintain strong knowledge of Bitfocus products, data analysis tools, HUD/Federal guidance, and community homeless response systems Apply insights to customer challenges, helping communities use Clarity Human Services as both their primary care coordination platform and single source of truth for client data Skills Strong interpersonal skills with the ability to engage, influence, and build trust with executives, administrators, and frontline staff Ability to align customer goals with Bitfocus solutions and proactively identify and qualify opportunities for contract growth Exceptional written and verbal skills, able to distill complex technical and business concepts for diverse audiences Ability to thrive in a fast-paced environment, managing multiple priorities and contract complexities, operating as a motivated self-starter who achieves results under pressure Proven success working cross-functionally with internal teams and external partners Deep empathy and understanding of customer needs, with a passion for helping communities end homelessness Extensive experience in a client-facing or account management role (1+ years is the minimum requirement; technology or social services experience is a plus) Business savvy with consultative, problem-solving, and issue-resolution skills Strong negotiation skills, are comfortable navigating financial conversations, and have a comprehensive understanding of general business operations, contracts, and financial principles It's easy for you to build and maintain relationships, manage expectations, and identify issues that require escalation Technical aptitude and the ability to learn new software tools and platforms quickly Curious and comfortable adapting to new technologies, utilizing, and staying up to date with AI and emerging solutions Familiarity with HMIS, homeless services, or human services systems strongly preferred Experience working with HubSpot or equivalent Customer Relationship Management (CRM) software is a plus Benefits Comprehensive Healthcare (100% Employer-Paid for Employees) 12 Weeks Paid Parental Leave R&R Week (Paid Week Off at Year-End) Three Weeks of Paid Vacation + Two Volunteer Days Per Year 401K Retirement Plan (4% Match) Flexible Work Hours & Remote-First Culture Career Growth Plans for Each Role Company Overview We are a small (but mighty) team working to help communities use data to tackle their greatest social challenges. It was founded in 2003, and is headquartered in Las Vegas, Nevada, USA, with a workforce of 51-200 employees. Its website is