中型市场客户经理
Account Manager, Mid-Market
**中型市场客户经理**
远程，北美（优先加利福尼亚时区） | 客户成功 | 汇报对象：客户经理总监
Time Doctor 正在招聘一名客户经理，负责管理北美地区的中型市场客户群。基础架构已经搭建完成：重新制定的客户成功手册，明确了账户优先级、计划和评审的运营模式。你的任务是按照规范执行，保持并增长你所负责客户的收入，并利用人工智能以高于人员配置标准的方式覆盖更多客户。
**我们是谁**
Time Doctor 是一个劳动力分析平台，为分布式团队提供他们需要的可见性，以提升信任度和绩效。我们为全球的远程、混合和外包组织服务，尤其在BPO、医疗保健和科技服务领域有显著优势。我们是自筹资金、盈利且完全远程的公司，团队成员分布在30多个国家。我们依靠客户收入而非风险投资建立了可持续的业务，现在专注于增长。
**职位职责**
你将负责50到80个中型市场客户的整个售后关系，其中大多数客户每月收入在2,500至5,000美元之间，主要集中在美国。你是主要联系人，负责证明产品有效，并对客户收入是否留存和增长负责。一旦你展示出能力，战略客户将被加入到你的客户群中。
这个职位由三件事定义。
- **数字。** 你首先关注客户留存。流失率是你成功的首要衡量标准。通过交叉销售、升级销售和席位扩展带来的收入增长紧随其后，这需要与销售团队合作推进。
- **手册。** 我们有明确的运营模式，而且它有效。这不是一个设计自己流程的职位。我们需要你一致地执行，并用数据不断优化。
- **运营模式。** 你将采用人工智能优先的工作方式。我们的系统中处处都有人工智能，我们期望你在日常客户管理中使用它，并为团队带来更好的实践方法。
这样一个规模的客户群只有在你主动的情况下才能运作。你决定每个月的关注点，而不是等待工单或续费日期来告诉你该做什么。
**你是什么样的人**
- 你把客户群当作你经营的业务。每一次续费、每一次挽救、每一次扩展机会都属于你。
- 当客户出现问题时，你会承担责任，包括当问题解决需要其他部门介入时。
查看英文原文
**Account Manager, Mid-Market**
Remote, North America (California timezone preferred) | Customer Success | Reports to: Director of Account Management
Time Doctor is hiring an Account Manager to own a book of mid-market accounts across North America. The foundation is already built: a rebuilt Customer Success Playbook with a clear operating model for how accounts are prioritised, planned and reviewed. Your job is to run it with discipline, keep and grow the revenue in your book, and use AI to cover more ground at a higher standard than the headcount would suggest.
**Who we are**
Time Doctor is a workforce analytics platform that gives distributed teams the visibility they need to improve trust and performance. We serve remote, hybrid and outsourced organisations worldwide, with particular strength in BPO, healthcare and tech services. We are bootstrapped, profitable and fully remote, with team members across 30+ countries. We built a durable business on customer revenue rather than venture capital, and we are now focused on growing it.
**The role**
You will own the full post-sale relationship for a book of 50 to 80 mid-market accounts, most of them in the $2,500 to $5,000 monthly revenue range and concentrated in the United States. You are the primary point of contact, the person who proves the product is working, and the one accountable for whether that revenue stays and grows. Strategic accounts get added to your book once you have shown what you can do.
Three things define this seat.
- **The number.** You own retention first. Churn is the primary measure of your success. Revenue growth through upsell, cross-sell and seat expansion sits immediately behind it, worked in partnership with Sales.
- **The playbook.** We have a defined operating model, and it works. This is not a design-your-own-process role. We need it executed consistently and sharpened with data.
- **The operating model.** You will work AI-first. Our stack has AI throughout it, and we expect you to use it in your daily account management and bring better practice to the rest of the team.
A book this size only works if you are proactive. You decide where your attention goes each month rather than waiting for a ticket or a renewal date to tell you.
**Who you are**
- You treat your book like a business you run. Every renewal, every save, every expansion opportunity is yours.
- You take ownership when something goes wrong for a customer, including when the fix sits with another team.
- You like talking to people and you connect with them quickly.
- You are flexible. We are a small team, and you will sometimes do things that are not in this description.
- You run a playbook with discipline rather than reinventing it.
- You are curious about AI and you use it. You do not need to be an engineer.
- You are organised, analytical and self-directed. You thrive fully remote.
**What you will own**
- **Your number.** Retention across your book, with churn as the measure that matters most, plus identifying, qualifying and driving expansion alongside Sales.
- **The operating cadence.** Consistent execution of our account management model, with planning, business reviews and CRM records kept current as you go.
- **Customer relationships.** Senior stakeholder relationships across your accounts. You lead escalations and renewal-risk conversations and drive them to a decision quickly.
- **Onboarding and time-to-value.** Working with our Solutions team so new customers see value early and adoption sticks.
- **Account health.** Monitoring health scores, contracts, product adoption and sentiment, catching risk early and executing save plans.
- **Voice of the customer.** Feeding structured customer feedback to Product, Support and Engineering, and championing your customers internally.
- **AI in the workflow.** Using and building automation in your daily work for risk detection, account research, EBR prep and documentation, and sharing what works with the rest of the team.
- **On-site visits.** Getting on a plane when an account needs you in the room. We expect occasional domestic travel to customer sites.
**This role may not suit you if**
- You wait for the renewal date to talk to your customers. This is a proactive seat and you will be in the accounts every month.
- You have only carried a small book of large enterprise accounts. The scope here is wider and the cadence is different, and people used to 10 or 15 accounts often find that difficult.
- AI for you means occasional ChatGPT use that has not changed how you work.
- You need to design your own process before you can perform. The playbook is built and we need it executed well.
- You measure yourself on activity rather than on revenue kept and grown.
- You have only ever worked in an office. Our customers and our team span the globe.
**What a realistic week looks like**
A business review with the leadership team of a mid-market BPO customer. A working session with your Director on an at-risk renewal. An expansion opportunity you spotted in usage data, qualified and handed forward with Sales. An automation you set up to take a repetitive task off your plate, then a fifteen-minute call teaching a teammate to use it. Live collaboration during Pacific and Eastern hours, async with teammates in South Africa, India and Argentina.