Job Title:
Account ManagerLocation:
Spain, Madrid - HybridSalary:
€40,000 - €60,000 + Bonus + BenefitsRole 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 relationshipsRevenue:
- 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 accountsRetention:
- 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 stakeholdersCampaigns:
- 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 outcomesDrive & 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 attitudeInfluencing:
- 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 caseCustomer 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 stakeholdersAchieving 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 plansSupporting 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 teamsIdeal 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 - Additional languages beneficial