Job Title: Account Manager
Location: South Europe (Madrid office, Hybrid)
Salary: 40,000 - 60,000 + Bonus + Benefits
Role Responsibilities:
Relationships:
Manage and develop relationships with key stakeholders in the buyer organisations
Support the buying organisations (more than one, mid-tier accounts) to increase penetration in these organisations, including helping buyers that do not actively use the platform
Be a customer advocate and drive buyer engagement
Track and ensure resolution of any service problems or issues highlighted by the customer
Resolve issues escalated by Inside Sales Executives
Support Key Account Managers to coordinate local relationships
Revenue:
Cross-sell and upsell additional products which could add additional value to the customer
Leverage relationships to support growth broadening and deepening of account penetration in other geographies and sectors across geographies and products
Create and maintain detailed account plans and deliver against them
Work with community managers to ensure growth of community revenue base as well as with key account managers for large satellite offices for the key accounts
Retention:
Ensure that capabilities, products, and services are being leveraged to best effect to provide value to the customer (leverage analytics where relevant)
Manage proactively the Buyer renewal process including supporting negotiations and contracting
Ensure reasons for deciding not to renew are understood, mitigated if possible and fed back to relevant stakeholders
Campaigns:
Deliver and support buyer sponsored campaigns
Initiate kick-off workshops and track & report progress, working in partnership with the customer to resolve escalations
Co-ordinate internal teams to achieve desired customer outcomes
Drive & Motivation:
Addresses multiple demands without losing focus or energy
Increases efforts in the face of difficulties or obstacles and recovers quickly after setbacks
Remains calm and focused during stressful or challenging situations; concentrates only things they can control or influence
Encourages others during challenging times with their positive, can-do attitude
Influencing:
Have a firm grasp of organisational politics within customers organisations and manages these effectively to gain positive results
Successfully employs more than one influencing strategy or tactic when trying to persuade others
Effectively employs bold, unusual or dramatic steps to persuade and convince others
Rehearses or role-plays conversations or presentations to get feedback on their intended approach
Anticipates the effect of their approach on others
Overcomes objections and resistance by demonstrating their case
Customer Focus:
Shows a clear understanding of the different customers and their needs
Works collaboratively with customers to establish expectations and needs and agree service delivery levels
Treats all customers as individuals and take pride in delivering a personalised, high-quality service
Brings people together from different teams to address barriers to excellent customer service
Use communication styles that are appropriate to the needs and interests of customers and stakeholders
Achieving Results:
Delivers results and meet or exceed targets, all within agreed deadlines
Is accountable for own area
Engages in the team planning process by proactively setting personal (and/or team) objectives
Identifies opportunities to improve the way work is organised and flows within the team
Creates systems or processes by which help the team work more efficiently and cost effectively
Spots opportunities to reduce or manage costs more effectively within their area
Takes account of stakeholders needs and translates goals into practical, efficient and effective operational plans
Supporting Colleagues:
Actively participates in knowledge sharing and cross-functional networking groups
Sets up systems and processes by which useful information or intelligence can be shared
Makes appropriate information and knowledge available promptly to those who have a need
Recognises and capitalises on the opportunities and knowledge presented by the diversity across different teams
Ideal Experience:
Consultative selling preferred but not required
Formal account management practises, eg. stakeholder mapping, account planning, forecasting preferred but not requi