Associate Account Manager

Associate Account Manager I

Kipsu is a growth stage Minneapolis-based technology company that has grown to over 120 employees. At Kipsu, we help service professionals Meet the Moment by partnering with some of the largest hospitality and healthcare brands in the world. Our best-in-class technology enables organizations around the globe to better serve their customers through streamlined messaging, data-driven performance metrics, sentiment analysis and workflow management.

As one of the Twin Cities' leading tech companies, Kipsu has cultivated a reputation for a strong company culture and is consistently recognized by the Star Tribune as a Top Workplace.

The Opportunity

Associate Account Manager I (AAM
1) supports management company relationships and helps customers successfully implement, adopt, and realize ongoing value from Kipsu. Working primarily within established processes and playbooks with regular manager guidance, AAM 1s combine strong customer relationships with foundational skills in stakeholder communication, project management, product knowledge, data fluency, and operational execution. They maintain accurate CRM records, support implementations and adoption efforts, execute account management processes, and help ensure properties within their portfolio are set up for success from implementation through long-term customer value.

What You'll Do

• Customer implementation and milestone management. Translate customer requirements into clear implementation plans with defined owners, milestones, dependencies, and success criteria. Follow established implementation paths while adapting plans for edge cases, multi-property launches, and non-standard customer needs.
• Product adoption and measurable customer outcomes. Build practical adoption plans that incorporate customer champions, training, reinforcement, and success metrics. Monitor activation and usage, identify barriers to adoption, and adjust tactics to help customers achieve their goals.
• Defining and demonstrating customer value. Establish measurable outcomes and baselines with customers, connect Kipsu functionality to their business goals, and use performance and adoption data to demonstrate progress and identify opportunities for improvement.
• Customer account planning and governance. Coordinate QBRs and recurring account cadences, including scheduling, preparation, milestones, and standardized Q  materials. Support multi-quarter account plans focused on customer outcomes, adoption, and value realization.
• Building trusted customer relationships. Communicate clearly and confidently with operational, technical, and executive stakeholders. Adapt communication style and level of detail to the audience and translate complex product concepts into clear actions and outcomes.
• Customer training and enablement. Facilitate engaging trainings for audiences of varying sizes and across complex programs involving multiple channels, dates, and use cases. Partner with Product, Marketing, and Customer Success teammates to develop training for new functionality and measure trainingeffectiveness to continuously improve delivery.
• Deep product expertise. Understand Kipsu's features, configurations, limitations, integrations, and common use cases well enough to recommend solutions and configurations that align with customer goals, including more complex or unusual customer environments.
• Configuring customer environments. Apply established standards and playbooks to configure Kipsu environments, company settings, users, workflows, templates, and integrations to meet customer requirements.
• Troubleshooting product and integration issues. Systematically investigate configuration, integration, and data-flow issues; coordinate with internal technical teams when needed; and communicate impact, status, and next steps clearly to customers.
• Managing escalations and churn-risk conversations. Lead calm, structured customer recovery conversations; diagnose root drivers such as adoption, value, product gaps, organizational change, or budget; develop recovery options; establish mutual commitments and decision dates; and ensure next steps are documented and completed.
• Using data to guide action. Build and maintain reports and dashboards, validate data quality, monitor adoption and performance metrics, identify trends and risks, and translate findings into concise narratives and recommendations for customers and internal stakeholders.
• Managing customer risk. Proactively surface risks and issues, assess their potential impact, develop mitigation plans, communicate roadblocks early, and ensure owners and next steps are clearly established.
• Coordinating cross-functional work. Partner effectively with Product, Engineering, Support, Revenue, and leadership to drive customer outcomes. Ensure cross-functional work has clear owners, deadlines, statuses, decisions, and next steps.
• Maintaining strong operational discipline. Keep Salesforce, project management tools, support systems, and internal documentation…