The Senior Account Manager, Enterprise Accounts, will be responsible for managing a portfolio of high-value enterprise customers, driving revenue growth, and ensuring long-term customer satisfaction. This role will focus on building and maintaining strong customer relationships, understanding customers business needs, delivering value through the company's solutions, and strategically driving renewals, upsells, and cross-sell opportunities.
Key Responsibilities:
1.Customer Relationship Management:
- Develop and maintain strong relationships with enterprise clients, acting as the main point of contact
- Understand the business models and needs of key stakeholders to position the company's solutions effectively
- Act as a trusted advisor, providing insights and guidance to ensure customers are maximising value from the product
2. Account Growth & Revenue Expansion:
- Identify opportunities for upselling and cross-selling, and work closely with the sales team to expand product usage across the client's organization
- Drive revenue growth by negotiating contract renewals and advocating for longer-term agreements
- Collaborate with internal teams (Product, Engineering, Procurement) to ensure successful implementations and ongoing product satisfaction
3.Strategic Account Planning:
- Develop and execute account plans to achieve growth targets for each enterprise customer
- Monitor account performance, customer satisfaction, and overall health through regular check-ins and performance reviews
- Proactively identify risks to renewals or upsells and work to mitigate these challenges
4.Customer Advocacy:
- Act as the voice of the customer internally, providing feedback to influence product development, service enhancements, and company strategy
- Help enterprise clients articulate the business impact and ROI of the company's solutions to their stakeholders
5.Problem Solving & Conflict Resolution:
- Address any customer issues with appropriate internal teams to ensure timely and effective resolution
- Develop proactive measures to minimise customer churn and maximise customer satisfaction
6.Reporting & Metrics:
- Track and report on key account metrics, including renewal rates, upsell opportunities, customer satisfaction scores (CSAT), and net revenue retention
- Maintain accurate records of all customer interactions and account management activities within internal systems
Qualifications:
- Experience: 8-10 years of account management experience with enterprise clients, preferably in SaaS or technology sectors
- Proven track record in managing large accounts, driving revenue growth, and achieving customer success
Skills:
- Strong business acumen with the ability to understand customer requirements
- Excellent communication, negotiation, and relationship-building skills
- Ability to work cross-functionally with diverse teams to drive outcomes
Personal Attributes: Highly organised, results-oriented, and proactive with a passion for customer success and growth.
This role is for the NAMER region and will require the person to work out of the office 5 days a week and operate in the US time zone.
