ACCOUNT MANAGER

Job Title: Account ManagerLocation: South Europe (Madrid office, Hybrid)Salary: €40,000 - €60,000 + Bonus + BenefitsRole 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 relationshipsRevenue:• 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 accountsRetention:• 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 stakeholdersCampaigns:• 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 outcomesDrive & 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 attitudeInfluencing:• 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 caseCustomer 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 stakeholdersAchieving 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 plansSupporting 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 teamsIdeal 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 preferred but not required, additional languages beneficial