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