Manager, Account Management
SocialTalent, Ireland
Job Description
SocialTalent is the world’s leading e-learning platform dedicated to hiring and talent management excellence. Our goal is simple: we want to help teams to hire, onboard, engage, develop, and retain the best talent. We partner with thought-leaders and industry experts to provide online training solutions for Recruiting, Interviewing, Onboarding, Leadership, DEI, and Internal Mobility. SocialTalent is trusted by global companies such as Disney, Siemens, Cisco, Booking.com, Zalando, Nokia, and Citrix.
Our internal values of Ambition, Bravery, Collaboration and Dignity inform everything we do. We pride ourselves on driving innovation, being open and transparent, focusing on the well-being of our staff and giving a voice to each employee
Job Description
In this role you will be fully responsible for leading a team of account managers to deliver exceptional service to large SaaS enterprise accounts by driving customer success, building strong customer relationships, revenue generation and fostering a culture of continuous improvement. You will do this through the development and measurement of programs and KPI’s designed to achieve those specific results.
You will also be a strong customer advocate, being the voice of our customers, influencing our product and content roadmap.
The day to day:
- Lead, coach and empower the Account Management team to be successful using a consultative, solutions-focused approach
- Foster a positive team culture and participate in team development including hiring, onboarding, career development and performance management
- Assist team in developing amp; executing strategies to maximise retention amp; growth within their book of business
- Drive operational excellence within your team, including the tracking amp; execution of customer journey touchpoints (e.g. onboarding, quarterly business reviews, etc.)
- Optimise processes to drive forecast accuracy, and to proactively identify amp; manage churn risks
- Help the team navigate and negotiate contract changes, upgrades, and amendments
- Oversee and coordinate all account management activities and deliverables
- Determine, analyse, and evaluate performance metrics to drive business outcomes
- Provide regular updates amp; inputs to leadership to track progress towards goals
- Effectively collaborate with internal stakeholders across CX, Sales, Marketing, Support, Product and executive team members
- Maintain up-to-date records in Sales CRM; provide ongoing feedback on system use and opportunities for efficiencies
- Model customer advocacy, including working with Product to prioritise customer needs
- Assist your team in providing an excellent customer experience, and directly manage customer escalations when necessary
Requirements
- Strong managerial experience: The ideal candidate should have a proven track record of managing and leading teams to drive customer success, growth, and retention in a SaaS environment.
- Proven experience working in an Account Management capacity, preferably on large SaaS Enterprise accounts (ideally in a similar Industry) within the US region
- Strong consultative skills, ability to partner with customers on their strategic direction and map proposed solutions to specific customer needs
- Demonstrable experience driving retention within your book of business
- Proven track record of identifying and mapping out paths to revenue within existing customer base via upsell amp; cross sell opportunities
- Strong business, operational and technical aptitude with a proven ability to quickly learn new technologies and transactional business models
- Experience analysing data sets in Excel or Business Intelligence tools and presenting those findings to customers and internal stakeholders
- Proficiency with CRM tools, ticketing platforms, and product management tools. Salesforce experience would be considered an asset
- Strong executive presence, collaboration, time-management, influencing and prioritisation skills are critical to the success of this role
- You will have excellent communication and interpersonal skills to build rapport and trust with customers as well as internal stakeholders
- Excellent listening, presentation and communication skills at all business level
Benefits
We're passionate about what we do at SocialTalent. We might all occupy different roles on the team, but we're united by one core belief that great people deserve to work for great organisations. If you're passionate about enabling people, whether through developing cutting-edge technology, working with world-leading experts to create incredible content, creating compelling marketing campaigns or by providing first-class customer servi