Account Manager

Location : South Europe (Madrid office, Hybrid)

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 on things they can control or influence.
• Encourages others during challenging times with their positive, can-do attitude.
• 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 takes pride in delivering a personalised, high-quality service.
• Brings people together from different teams to address barriers to excellent customer service.
• Uses communication styles that are appropriate to the needs and interests of customers and stakeholders.

Achieving Results :

• Delivers results and meets or exceeds 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 practices, eg. stakeholder mapping, account planning, forecasting preferred but not required.
• Negotiation skills preferred but not required.
• Fluent in Spanish and English preferred but not required, additional languages beneficial.

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