The Opportunity
SpeakWrite is looking for an experienced Account Growth Manager to own and expand a portfolio of established customers across our Protective Services and Legal markets.
This is not a traditional customer service or reactive account management role.
We are looking for someone who can look at an existing customer, understand how the organization is using SpeakWrite today, identify where adoption or revenue is being left on the table, and build a deliberate plan to capture that opportunity.
Many SpeakWrite customers have significant expansion potential - additional departments, offices, practice groups and users who could benefit from the service but aren't using it today. The Account Growth Manager's job is to find those opportunities and turn them into measurable revenue growth.
You'll combine relationship management, account strategy, internal prospecting, user adoption and commercial accountability to grow your portfolio.
About SpeakWrite
SpeakWrite provides professional transcription and documentation services to organizations that need accurate, secure and timely documentation.
For 30 years, we have served more than 60,000 customers, including government agencies, law enforcement organizations, legal professionals and other organizations with demanding documentation requirements.
Our Protective Services customers include state and county agencies where caseworkers and other professionals face significant documentation demands. Our Legal customers include law firms and legal professionals who rely on efficient, accurate documentation as part of their everyday workflow.
What You'll Do
You will own the growth and health of an assigned portfolio of existing SpeakWrite customers.
- Develop a growth plan for each priority account based on current usage, penetration, organizational structure and revenue opportunity.
- Analyze account usage to identify inactive users, underutilized users, departments not yet using SpeakWrite and declining usage.
- Identify opportunities to expand SpeakWrite into additional teams, offices, departments and practice groups.
- Build relationships beyond the original contact and develop multiple stakeholders and internal champions within important accounts.
- Conduct proactive outreach to managers, administrators, attorneys, supervisors and other decision-makers.
- Work with individual users to increase adoption and help them incorporate SpeakWrite into their workflow.
- Re-engage customers and users whose usage has declined.
- Identify the operational or workflow issues preventing greater adoption and develop a plan to address them.
- Conduct account reviews and targeted demonstrations when appropriate.
- Coordinate user onboarding, training and activation efforts.
- Protect existing revenue while identifying opportunities for expansion.
- Recognize when an account has meaningful organization-wide expansion potential and develop a strategy to pursue it.
- Maintain accurate account plans, growth opportunities, forecasts and activity in the CRM.
- Partner with User Engagement and other internal teams to execute account-growth initiatives.
- Take ownership of measurable net revenue growth across your portfolio.
What We're Looking For
Required
- 3-5+ years of experience in account management, customer success, account growth or consultative B2B sales.
- Demonstrated success growing revenue within existing customer accounts.
- Experience managing a portfolio or book of business with measurable retention and growth expectations.
- Strong account-planning and opportunity-identification skills.
- Ability to identify decision-makers and develop relationships beyond an initial customer contact.
- Comfortable conducting proactive outreach rather than waiting for customers to contact you.
- Strong discovery, presentation and relationship-management skills.
- Comfortable using data to determine where to focus time and effort.
- Ability to manage numerous accounts while prioritizing those with the greatest growth or retention opportunity.
- Comfortable being measured on revenue growth, customer adoption and portfolio performance.
Candidates should be comfortable discussing prior:
- Size and type of book of business managed.
- Retention or renewal responsibility.
- Expansion or upsell targets.
- Revenue growth achieved within existing accounts.
- Examples of accounts they personally expanded.
- How they identified whitespace within an existing customer.
- How they handled declining or disengaged accounts.
- Their individual performance metrics and results.
Preferred Experience
Experience working with or selling to any of the following is particularly valuable:
- State or county Health & Human Services
- Child Welfare / Protective Services
- Government agencies
- Law firms
- Workers' compensation
- Insurance defense
- Medical malpractice
- Legal technology
- GovTech
- Workflow or productivity solutions
- Professional services
Direct transcription experience is not required.
Who Will Be Successful Here
The right person for this role is commercially minded and naturally curious.
When you inherit an account with 75 provisioned users but only 25 actively using the service, you don't simply call the 25 active users and ask whether they're happy.
Who are the other 50? Why aren't they using it? Are they still with the organization? Which teams are they on? Who manages those teams? Are there other departments we haven't reached? What would need to happen to get another 10 or 20 people using the service?
That's the mindset we're looking for.
You enjoy mapping organizations, finding whitespace and figuring out where the next growth opportunity is hiding.
You're also willing to pick up the phone. You don't believe account management means waiting for customers to contact you. You proactively reach out to users, managers and decision-makers and create reasons to engage.
At the same time, you understand that sustainable account growth comes from creating customer value, not simply pushing an upsell.
And you're comfortable with accountability. You know which accounts you're working, why you're working them, what you believe the opportunity is, what you're doing next and how much revenue you expect those efforts to generate.
How Success Will Be Measured
Success in this position isn't based primarily on activity. It is based on portfolio performance.
- Net revenue growth across your assigned portfolio.
- Expansion revenue generated from existing accounts.
- Increased active-user penetration within priority accounts.
- Activation of new users.
- Recovery of declining accounts where appropriate.
- Expansion into additional departments, offices or practice groups.
- Retention and protection of strategically important revenue.
- Quality and accuracy of account-growth plans and forecasts.
Compensation
The anticipated compensation range for this position is:
- Base salary: $85,000-$100,000
- Target variable compensation: $30,000-$40,000
- Target OTE: $115,000-$140,000
The variable compensation plan is designed to reward net portfolio growth, successful account expansion and increased customer adoption, with additional upside for overperformance.
Why SpeakWrite
This is an opportunity to take ownership of a well established customer base with significant untapped growth potential.
You won't be starting with a blank territory. You'll have existing customers, existing users and existing relationships. Your challenge is to understand those organizations better than we do today and systematically expand our presence within them.
For someone who enjoys the combination of customer relationships, analytical account planning and revenue growth, this is an opportunity to have a very visible impact on the business.
If you've successfully grown existing B2B accounts, enjoy uncovering opportunities others overlook, and want your performance tied directly to measurable customer and revenue growth, we'd like to hear from you.
Pay: $85,000.00 - $100,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Vision insurance
Work Location: Remote
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