Account Manager

Description

POSITION SUMMARY

Karpel Solutions builds case management software for prosecutor offices, public defender offices, courts, and city attorney offices. The Account Manager owns the health of Karpel's existing client base after go-live, working to keep accounts satisfied, engaged, and willing to serve as references. This role identifies and supports upsell opportunities within current accounts, partners with sales on Karpel Annual User Group (KAUG) planning, and leads ongoing client training so customers get full value from the platform over time.

KEY RESPONSIBILITIES

Client Relationship Management & Retention

• 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.

Upsell & Expansion Support

• 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.

User Group & Conference Support

• 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.

Client Training & Enablement

• 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

REQUIRED QUALIFICATIONS

• 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.

PREFERRED QUALIFICATIONS

• Bachelor's degree.
• Familiarity with case management or similar SaaS platforms.
• Experience supporting or coordinating user conferences or client advisory groups.