Our client is a 500-1000 person super high growth SAAS vendor who's ML technology helps optimize the customer experience of applications (SAAS applications or mobile app) or spots bottlenecks and helps with realtime training. The company is rapidly growing and counts the likes of Linkedin, Adobe, Logmein, BT and Microsoft as customers and its partners include Accenture, Deloitte, PwC, and Hitachi.
The client is looking for Enterprise Account Managers to be responsible for the strategy and commercial well-being of the existing customers. Ensuring that the executives in their customer portfolio are consistently realizing quantifiable business results and, as a result, renewing their subscriptions. The person must be able to work in an entrepreneurial environment and they must be used to being self-motivated. The role is to be based in the London office (they have 10 people there at the moment but are looking to scale quickly).
Our client is an industry leader in Digital Adoption and provides the world’s first Digital Adoption Platform, designed to help enterprises guide and engage end-users through various websites and applications. Proof of our impact is seen in the growing number of Fortune 500 companies and global partners using our clients higher engagement and adoption of their digital assets across an expanding list of regions, industries and verticals.
The Enterprise Account Manager position is a quota carrying position. As an early member of the team, you'll help shape process, manage customer’s retention life-cycle, negotiate pricing, unearth expansion opportunities and close renewals to achieve annual targets. Your experience identifying business problems and working cross-functionally to deliver solutions, as well as building relationships with key decision-makers within the current accounts will be crucial to your success. You will direct business value assessment alongside the Customer Success Managers to ensure customers gain the most ROI from the solution. The success of this role means higher customer satisfaction, increased retention and expansion velocity.
Possess a comprehensive understanding of the solutions and connect that knowledge directly to customer ROI
Build strong relationships with customer executive levels; make sure they are engaged and consistently seeing the value of the company
Maintain a high retention rate, ensure on-time renewals and generate expansion opportunities (up-sell, add-on, cross-sell, etc.)
Proactively identify customer risk and opportunity signals; develop comprehensive strategies to combat and/or exploit
Conduct regular business reviews (both virtual and onsite)
Understand competitive products and can speak at length to product differences that highlight the company's advantage
Act as an escalation point-of-contact for other relationship and commercial issues
Develop strategies and coordinate cross-functional support to help customers maximize the value from WalkMe solutions
Identify opportunities for the customer to expand their investment, both within their existing platforms and from new ones
3+ years of enterprise customer management experience at a Software as a Service company [SAAS model] with an emphasis on renewals and expansion (the person could come from a SAAS Account Management or Customer Success background).
Experience with mid-and large enterprise customers - must
Experience with F500 customers and/or with 1000 - 5000+ employees - advantage
Strong commercial and technical aptitude, can confidently discuss technical aspects alongside commercial negotiations
Experience navigating with a wide range of sophisticated contracts and legal discussions
Experience with a variety of customer and commercial management tools and technologies [Salesforce, Excel, Jira, Totango, Google Apps, and Workday]
Experience within a globally-dispersed, multilingual team
Excellent written and verbal communication skills (in English)
Strong presentation skills and ability to establish credibility with C-level executives
BA or BS required