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:
- 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
Influencing:
- 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
- Additional languages beneficial