User Experience à United States

Due to our rapid global expansion, we are looking for a successful and established Senior Account Manager to join our global sales team.

The Senior Account Manager serves as the single point of contact for all customer enquiries across their key accounts. The Senior Account Manager will find opportunities to increase sales and develop upsell opportunities by understanding the storm product and future roadmap.

The Senior Account Manager will also be responsible for coaching and motivating a team to generate revenue and achieve targets.

This is an office-based vacancy and as such we expect all applicants to be willing to commute to our offices a minimum of 3-4 days per week as per our hybrid working policy.

Team Management

1. Motivate, coach and develop the team on a daily basis. Give regular constructive feedback and recognise good behaviour/performance. Proactively address areas of poor performance with the team and support them to improve.
2. Identify training needs across the team and design/source training that will meet these requirements.
3. Invest in the personal development of the team, continuously improving their soft skills, customer service, technical skills and problem solving.
4. Plan workload and colleague resource levels to meet customer and business expectations.
5. Provide weekly reports/updates on department activity and progress to management as required.
6. Be responsible for all customer account management matters.
7. Build and maintain relationships with your accounts, stakeholders and executive sponsors.
8. Forecast and track key account sales metrics for business pipeline opportunities.
9. Regularly determine upsell and sales opportunities through white space analysis.
10. Run quarterly business reviews with key accounts.
11. Track and manage your accounts using clients CRM tool.
12. Create reports on account status, including customer sentiment in consult, build and run phases.

Customer relationships & satisfaction

1. Build and maintain relationships with your accounts, stakeholders and executive sponsors.
2. Work with key customers to understand their industry, value drivers and business processes.
3. Work closely with the Customer Success team to identify opportunities where we can provide additional value for customers in sharing and leveraging CX, deployment and UX best practice.
4. Conduct a regular customer meeting cadence, weekly, monthly, quarterly.
5. Manage a senior contact strategy of multi-level engagement within the account base.
6. Produce and execute an Account Development Plan.
7. Collaborate with wider clients teams and departments to support your customer in all clients matters including escalations.

Driving opportunities and revenue

1. Manage all aspects of revenue including in year revenue, annual recurring revenue and renewal activity.
2. Consistently meet and exceed upsell targets to increase revenue.
3. Contribute to Sector development plans, identifying new revenue opportunities within your Sector and for the wider business unit.
4. Promote new products and services to key accounts to generate and increase revenue.
5. Achieve a minimum number of 5 star G2 and Gartner Peer insight reviews.
6. Develop a portfolio of referrals through key accounts and generate new business leads.

1. Bachelor's degree in a relevant subject.
2. Good experience managing and motivating others.
3. Good experience of enterprise account management, typically of at least 5 years.
4. Experience in the SaaS industry, specifically CCaaS is desirable.
5. Experience of using a CRM or similar tool.
6. Good interpersonal skills, including effective influencing and negotiating stakeholders at all levels.
7. Good communication, including presentation skills and being able to adapt style to suit the audience.
8. Proven work experience as an Account Manager, Account Executive or similar title.