Public - sector partnerships leader building ElevenLabs’ AI partner programme across North American government and education markets. Scaling VAR and SI relationships, partner revenue, pipeline, and account access.
About the role
- Account Manager at Karpel Solutions managing client relationships post-launch. Focused on upselling opportunities and securing client references for case management software.
Responsibilities
- Serve as the primary point of contact for an assigned book of existing clients across prosecutor, public defender, court, and city attorney offices.
- Build and maintain relationships with day-to-day users and office leadership to understand how each client is using the system.
- Monitor account health and proactively address concerns before they threaten renewal or satisfaction.
- Cultivate a pipeline of clients willing to serve as references, case studies, or site visits for prospective customers.
- Track account status, renewal dates, and open issues in Salesforce.
- Identify opportunities within existing accounts for additional modules, seats, or features, including KAi.
- Flag qualified upsell opportunities to the Account Executive team and support the handoff with account context and relationship continuity.
- Position new product capabilities to existing clients in the context of how they already use Karpel's software.
- Partner with sales and marketing on planning and execution of the Karpel Annual User Group (KAUG) conference.
- Encourage client attendance and participation, and help recruit clients for speaking slots, panels, or testimonials.
- Gather client feedback and product requests surfaced at KAUG to relay to sales and product teams.
- Lead ongoing training sessions for existing clients, including onboarding refreshers, new feature rollouts, and best-practice workflows.
- Develop and maintain training materials, including guides for new features such as KAi.
- Coordinate with implementation and support teams to close knowledge gaps identified through support tickets or client feedback.
Requirements
- 3+ years of experience in account management, client success, or a similar client-facing role.
- Strong relationship-building skills with the ability to manage multiple accounts simultaneously.
- Comfort presenting to and training end users with varying levels of technical comfort.
- Excellent written and verbal communication skills.
- Willingness to travel for client visits, KAUG, and other conferences as needed.
- Experience in government, public sector, or criminal justice technology.
- Bachelor's degree.
Benefits
- Flexible work arrangements
- Professional development
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