Location : South Europe (Madrid office, 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 :
* 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 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 take pride in delivering a personalised, high-quality service
* Brings people together from different teams to address barriers to excellent customer service
* Use communication styles that are appropriate to the needs and interests of customers and stakeholders
Achieving Results :
* Delivers results and meet or exceed 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 practises, eg. stakeholder mapping, account planning, forecasting preferred but not required
* Negotiation skills preferred but not required
* Fluent in at Spanish and English preferred but not required, additional languages beneficial
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