Account Manager
hace 8 días
Girona
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
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