Account Manager - English speaker

• As a Senior Account Manager, you will serve as the strategic partner for our customers,
• owning the entire post-sale relationship and lifecycle. This role will ensure every customer
• achieves their desired business outcomes while driving the commercial growth and
• long-term success of their account.
• You will act as a trusted consultant, combining deep product expertise with a sharp
• commercial mindset. Your primary objective is to unlock and demonstrate maximum value
• from our solutions, and then translate that realized value into retention, advocacy, and
• revenue expansion across your entire portfolio. The ideal candidate is a proactive,
• outcome-driven professional who excels at building customer relationships, identifying
• growth opportunities, and managing the complete customer journey from onboarding to
• renewal and beyond.

Responsibilities

Onboarding & Strategic Adoption

• ● Collaborate with implementation teams to ensure a smooth and efficient customer
• onboarding process.
• ● Deliver a world-class initial experience, providing training and guidance to drive early
• product adoption and quick wins.
• ● Develop a deep understanding of the customer's business objectives, priorities, and
• key performance indicators from day one.

Value Realization & Strategic Planning

• ● Create and manage strategic "Success Plans" that align our solutions with the
• customer's core business goals.
• ● Lead regular strategic check-ins and Executive Business Reviews (EBRs) to
• demonstrate progress, prove ROI, and align on long-term objectives.
• ● Continuously consult with customers on industry best practices and optimization
• strategies to ensure they are maximizing the value of their investment.

Account Growth & Commercial Expansion

• ● Proactively identify and qualify opportunities for revenue growth, including upsells,
• cross-sells, and geographical or brand expansions.
• ● Review existing contracts to identify whitespace and develop targeted strategies for
• account growth.
• ● Craft and deliver compelling commercial proposals, manage negotiations, and
• successfully close expansion deals to increase contract value.

Renewal Management & Retention

• ● Own the entire renewal process for your portfolio, from forecasting to negotiation and
• closure, ensuring high retention rates.
• ● Monitor customer health metrics, identify churn risks, and implement proactive
• mitigation strategies.
• ● Effectively communicate ongoing value and innovation to justify renewals and
• negotiate pricing adjustments.

Relationship Management & Advocacy

• ● Build and maintain strong, multi-level relationships with key stakeholders, from daily
• users to executive sponsors.
• ● Act as the primary point of contact and "first problem solver" for complex issues,
• coordinating with internal teams (Support, Product, Operations) to ensure timely
• resolution.
• ● Serve as the voice of the customer internally, advocating for their needs and
• influencing the product roadmap.

Operational Excellence

• ● Maintain meticulous records of all account activity, opportunities, and forecasts within
• the CRM (e.g., Salesforce).
• ● Stay current on industry trends and technological advancements to position yourself
• and the company as a thought leader.
• ● Review existing contracts to identify whitespace and develop targeted strategies for
• account growth.
• ● Craft and deliver compelling commercial proposals, manage negotiations, and
• successfully close expansion deals to increase contract value.

Your Profile

• ● 6+ years of experience in a client-facing role such as Customer Success, Account
• Management, Strategic Consulting, preferably within a SaaS or software technology
• environment.
• ● Demonstrated track record of both managing customer relationships and achieving
• commercial targets (renewals, upsells, expansion).

Skills & Competencies

• ● Dual-Minded: You possess a unique blend of customer-centricity and commercial
• acumen. You are passionate about customer success and equally driven to grow
• revenue.
• ● Strategic & Analytical: You are not afraid of data and can translate performance
• metrics into a compelling value story and actionable insights for customers.
• ● Consultative Approach: You have strong consulting skills and the ability to guide
• customers, challenge their thinking, and lead them toward business success.
• ● Exceptional Communicator: You have excellent executive communication,
• presentation, and interpersonal skills, with the ability to build rapport and establish
• trust quickly.
• ● Skilled Negotiator: You are comfortable leading commercial discussions, managing
• objections, and negotiating contracts to a successful close.
• ● Proactive Problem-Solver: You see challenges as opportunities and take a
• forward-looking, structured approach to finding solutions.
• ● Organized & Accountable: You are highly organized, capable of managing a
• diverse portfolio of accounts, and committed to maintaining accurate records and
• forecasts. You successfully prioritise your time to maximise your impact
• ● Industry Knowledge: Experience in Digital Marketing or a related field is a
• significant advantage.