Job Title : Account Manager
Location : Spain, Madrid - Hybrid
Salary : €40,000 - €60,000 + Bonus + Benefits
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 :
1. Cross-sell and upsell additional products which could add additional value to the customer
2. Leverage relationships to support growth broadening and deepening of account penetration in other geographies and sectors across geographies and products
3. Create and maintain detailed account plans and deliver against them
4. 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 :
5. Ensure that capabilities, products, and services are being leveraged to best effect to provide value to the customer (leverage analytics where relevant)
6. Manage proactively the Buyer renewal process including supporting negotiations and contracting
7. Ensure reasons for deciding not to renew are understood, mitigated if possible and fed back to relevant stakeholders
Campaigns :
8. Deliver and support buyer sponsored campaigns
9. Initiate kick-off workshops and track & report progress, working in partnership with the customer to resolve escalations
10. Co-ordinate internal teams to achieve desired customer outcomes
Drive & Motivation :
11. Addresses multiple demands without losing focus or energy
12. Increases efforts in the face of difficulties or obstacles and recovers quickly after setbacks
13. Remains calm and focused during stressful or challenging situations; concentrates only things they can control or influence
14. Encourages others during challenging times with their positive, can-do attitude
Influencing :
15. Have a firm grasp of organisational politics within customers’ organisations and manages these effectively to gain positive results
16. Successfully employs more than one influencing strategy or tactic when trying to persuade others
17. Effectively employs bold, unusual or dramatic steps to persuade and convince others
18. Rehearses or role-plays conversations or presentations to get feedback on their intended approach
19. Anticipates the effect of their approach on others
20. Overcomes objections and resistance by demonstrating their case
Customer Focus :
21. Shows a clear understanding of the different customers and their needs
22. Works collaboratively with customers to establish expectations and needs and agree service delivery levels
23. Treats all customers as individuals and take pride in delivering a personalised, high-quality service
24. Brings people together from different teams to address barriers to excellent customer service
25. Use communication styles that are appropriate to the needs and interests of customers and stakeholders
Achieving Results :
26. Delivers results and meet or exceed targets, all within agreed deadlines
27. Is accountable for own area
28. Engages in the team planning process by proactively setting personal (and / or team) objectives
29. Identifies opportunities to improve the way work is organised and flows within the team
30. Creates systems or processes by which help the team work more efficiently and cost effectively
31. Spots opportunities to reduce or manage costs more effectively within their area
32. Takes account of stakeholders needs and translates goals into practical, efficient and effective operational plans
Supporting Colleagues :
33. Actively participates in knowledge sharing and cross-functional networking groups
34. Sets up systems and processes by which useful information or intelligence can be shared
35. Makes appropriate information and knowledge available promptly to those who have a need
36. Recognises and capitalises on the opportunities and knowledge presented by the diversity across different teams
Ideal Experience :
37. Consultative selling preferred but not required
38. Formal account management practises, eg. stakeholder mapping, account planning, forecasting preferred but not required
39. Negotiation skills preferred but not required
40. Fluent in at Spanish and English
41. Additional languages beneficial
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