Manager, Inside Account Management



The Inside Account Management (IAM) team is a group of 11 experienced account managers based in our El Segundo and Mountain View offices.  The team’s primary objective is to grow revenue from existing customers by promoting new programs, products and services that result in increased customer loyalty and ultimately increased package volume with the USPS. The team is part of the Customer Care group and also works closely with the Marketing team.


The Inside Account Management team (IAM) is a critical to the company as they drive our customer growth and retention program.  The Manager, IAM measures, monitors and holds IAM's accountable for their activities and results as well as lead by example. The role is also accountable for developing and coaching the team, conducting customer account reviews, making account calls with IAM's, monitoring account health, and maintaining the company’s value proposition for all accounts.


With nearly 650,000 monthly subscribers,™ is the leading provider of Internet-based postage solutions. was the first company to be approved by the U.S. Postal Service® to offer a software-only postage service that lets customers buy and print postage online. The Company targets its services to small businesses, home offices and online retailers, and currently has PC Postage partnerships with Avery, Microsoft, HP, the U.S. Postal Service and others. is a publicly traded company on the NASDAQ under the symbol STMP.


Primary Objectives:

  1. Develop and implement comprehensive plans to meet the overall business objectives for account growth, revenue, and margin.
  2. Hire, motivate, develop, and retain Internal Account Manager Representatives (IAM’s).
  3. Manage and drive individual and team performance.
  4. Coordinate with other departments (Sales, Marketing, and Development) to keep priorities and messaging aligned.

Essential Position Duties:

  1. Develop and implement comprehensive plans to meet the overall business objectives for account growth, revenue, and margin.
    • Execute the strategic marketing and new business plans for all assigned accounts to meet or exceed assigned business goals.
    • Develop and implement tactics and approach for account review calls.
    • Utilize sales activities and forecasts to determine sales progress and required improvements.
    • Monitor team utilization of sales tools and systems to ensure effective and consistent alignment with customer Rules of Engagement.
    • Ensure compliance to internal data management and reporting protocols including use of multiple CRM tools.
    • Escalate business issues to management to facilitate strategic business resolution.
  1. Hire, motivate, develop, and retain Internal Account Manager Representatives (IAM’s).
    • Maintain IAM team at approved headcount.
    • Hire qualified experienced team members capable of delivering beyond expectations results.
    • Identify and deliver training and professional development to team members.
    • Coach IAM’s to develop their sales skills including vertical market management forecasting, prospecting within account base, negotiations, and other necessary skills; while maintaining individual accountability to goals.
    • Continuously improves tools, technology, and processes to optimize individual and team effectiveness.
  1. Manage and drive individual and team performance.
    • Collaborate with management on the development and implementation of key performance metrics.
    • Deploy staff in the most effective manner to meet assigned objectives.
    • Motivate individual and team achievement of performance metrics for account growth.
    • Manage team performance management against established metrics and specific calling campaigns and provide on-going, regular performance feedback.
    • Reward and recognize employee’s achievement of goals.
    • Recommend and implement improvements to support the achievement of sales goals.
    • Administer annual employee performance reviews and deliver compensation recommendations to senior management.
  1. Collaborate and coordinate with other departments (sales, marketing, etc) to keep priorities and messaging aligned.
    • Communicates and prioritizes product and business needs from the team to appropriate corporate departments.
    • Collaborates with and provides guidance to employees, clients, and matrix partners to influence positive business outcomes.
    • Ensure a high level of service is provided to customers, internal stakeholders, and advisors.


Required Education and/or Experience:

  • BA/BS degree in a business or a technical related field of study from an accredited college or university;
  • Three or more (3+) years’ of management experience; and,
  • Five or more (5+) years’ of Account Management or B2B Sales experience.

Preferred Education and/or Experience:                                                             

  • Experience selling SaaS products and/or experience in the ecommerce industry preferred.

Skills and Knowledge:

  • Excellent communication and presentation skills, both verbal and written.
  • Demonstrated ability to consistently generate revenue and exceed quota by managing process for identifying, qualifying, and closing business as well as growing an existing install base.
  • Demonstrated ability to successfully resolve situations that are broadly defined, complex, diverse, and occasionally, unprecedented.

Computer/Software/Application Proficiency:                                                   

  • Strong proficiency in Microsoft Office products including Excel (Pivot Tables) and PowerPoint
  • Proficiency with CRM platforms including and Right Now Technologies.
  • Experience using productivity tools such as Asana, Trello or Mindjet a plus.

Travel Requirements:

  • 20-25%
    • This role requires travel to our Mountain View office on a regular basis (at least once per month).
    • Additional travel to tradeshows, onsite customer meetings, sales conferences may be required.






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