Enterprise Account Manager

Role Overview

• Manage Client Relationships:
• Engage with clients via channels like email, online meetings, etc. inform of updates, new features, and relevant information.
• Proactively schedule regular calls with clients to discuss their needs, challenges, and feedback.
• Attend meetings with key stakeholders, including engineers, product owners, and vendor managers, to maintain a strong relationship.
• Ensure Ticket Resolution:
• Monitor and prioritize client support tickets.
• Utilize personal expertise to resolve complex issues and collaborate with the customer success team when necessary.
• Analyze Client Portfolio Usage:
• Regularly review and analyze clients' product/service usage to understand patterns and trends.
• Identify areas for optimization and improvement in line with client goals.
• Fill in CRM (Customer Relationship Management):
• Keep the CRM system updated with relevant client information, interactions, and agreements.
• Document client preferences, key contacts, and any issues discussed during meetings.
• Handle Billing and Invoices:
• Review and verify that invoices are correctly issued in accordance with the agreed-upon terms and services.
• Ensure timely and accurate payment processing, coordinating with the finance team as needed.
• Grow the Existing Client Base:
• Define Long-Term Account Objectives:
• Collaborate with clients to define and document long-term objectives and goals.
• Create and regularly update account plans to align with these objectives.
• Identify Upsell & Cross-Sell Opportunities:
• Analyze client usage patterns to identify opportunities for upselling additional services or products.
• Present and negotiate upsell and cross-sell opportunities.
• Develop and Close New Business:
• Research and identify potential new business opportunities within the existing client base.
• Work closely with the enterprise sales team to develop proposals and close deals.
• Collaborate with Internal Stakeholders:
• Act as the Voice of the Customer:
• Collect and distill customer feedback to provide insights to internal teams.
• Advocate for customer needs and preferences in internal discussions and decision-making.
• Coordinate Internal Resources:
• Collaborate with technical, support, and legal teams to address client requirements.
• Ensure seamless communication and collaboration among internal teams to meet client goals.
• Manage Renewals & Attrition Risk:
• Negotiate and Execute Renewal Contracts:
• Review existing contracts and negotiate renewal terms in alignment with customer goals.
• Lead negotiations for new agreements and contract renewals with clients.
• Ensure that all agreements are documented, signed, and up to date.
• Proactively Manage Attrition Risk:
• Regularly assess client satisfaction and identify accounts at risk of attrition.
• Develop detailed action plans to address concerns, improve satisfaction, and mitigate attrition risks.

Requirements

• Over 7 years of experience managing and upselling to strategic and enterprise B2B accounts in the technology sector. Experience in the SaaS industry is a plus.
• Bachelor’s degree in Technology/Engineering. MBA degree is a plus, preferably from a tier-1 B-school
• IIM, ISB, FMS, MDI, SPJIMR, etc.
• Eligible to travel to Europe and within India.
• Strong technical acumen and passion for understanding our technology. Proven track record of collaborating with technical personas such as product owners, software engineers, CTOs.
• Expertise in serving clients across tech industries including Marketing & Advertising, Travel & Hospitality, Ecommerce, Cybersecurity, and Financial services.
• Empathetic, with strong acumen in building meaningful relationships with customers, including senior-level and C-suite executives.
• Strong business acumen, along with excellent negotiation and objection handling skills.
• Exceptional presentation, communication, and meeting facilitation skills in both English and Hindi.

Tech Stack

• Cyber Security

Benefits

• Vacation days: 20 days per year.
• Learning & Development: Online Courses and Trainings.
• Mental health apps.
• Workation.
• Travel costs & allowances for visiting clients: covered by the company.
• Full remote environment.
• Company-sponsored tech.