Account Manager, Gaming

Sensor Tower; City Of London; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading analytics company in London is seeking an Account Manager for Gaming. In this role, you will manage the renewal process and upsell opportunities for a portfolio of gaming customers. Responsibilities include contract management and collaborating with Customer Support to ensure customer satisfaction. Ideal candidates will have experience in the gaming sector and strong problem-solving skills. Familiarity with Salesforce is a plus.

Qualifications

• Previous experience in a Support, Services, Customer Success, or Renewals Management role.
• Ability to work in collaboration with Support functions.
• Familiarity with contracts, terms of service, and legal issues.

Responsibilities

• Manage a portfolio of Gaming customers for renewals and upsells.
• Oversee all assigned contract renewals.
• Work with Customer Support team to secure at-risk accounts.

Skills

Mobile/PC/Console Gaming sector experience

Problem-solving skills

Organisational skills

Clear and effective communication

Salesforce experience

Tools

Salesforce

Job description

Overview

As an Account Manager, Gaming at Sensor Tower, you'll play a key role in managing the renewal process of our SMB customer base while working closely with Sensor Tower Customer Support as needed to ensure a positive customer experience. As an early hire in this role, you'll also be instrumental in helping to build our process around renewals management and advocate for process updates to improve operational efficiency.

What the Account Manager will do:

Responsibilities

• Manage a portfolio of Gaming customers focusing on renewals, upsells, and Net Revenue Retention (NRR) growth.
• Oversee all assigned contract renewals to ensure timely and accurate execution.
• Accelerate the contract renewal process, mitigate identified risk, and ensure customer satisfaction.
• Own contract processes, including renewal CTA management, quote creation, maintenance of Salesforce opportunity records, sending of order forms, forecasting renewals outcomes, and tracking progress of signature.
• Work with Customer Support team (where needed) to identify at-risk accounts and put together a strategy to secure the renewal, as needed.
• Partner with Customer Support and Sales Ops to communicate challenges in our current renewal process and advocate for improvements to increase our operational efficiency.
• Identify opportunities to expand Sensor Tower\'s footprint within an account as part of the renewal process.
• Establish and maintain effective, cooperative working relationships with customers, largely via email. This includes objection-handling and problem-solving when customers request discounts, indicate they don\'t want to renew, alert us that they\'re evaluating competing solutions, etc.
• Have annual/bi-annual calls with customers to secure the budget for upcoming renewal.

Qualifications

• Previous experience within the Mobile/PC/Console Gaming sector.
• Previous experience in a Support, Services, Customer Success, or Renewals Management role.
• Intellectually curious self-starter with a knack for problem-solving.
• Ability to work in collaboration with Support functions to facilitate timely responses to queries or discrepancies.
• Familiarity with contracts, terms of service, and legal issues.
• Clear and effective communicator, adept at both written and verbal communication with customers and internal stakeholders.
• Organisational skills and attention to detail.
• Experience with Salesforce (particularly working with the \'opportunity\' object).
• Assess areas of opportunity to more effectively automate key components of the renewal processes to improve operational efficiency.
• Bonus: Previous B2B SaaS and/or enterprise software experience.

Note: while the role is posted as Account Manager, Gaming, the official internal title will be Account Director, Gaming.