Senior Account Manager

Role Overview

• Owning and managing strategic relationships across your portfolio of customers, engaging up to senior/c-suite level decision makers with a proactive approach
• Implementing and owning account plans to build out stakeholder relationships, identify account expansion opportunities and pain points
• Full ownership of your portfolio management across retention, expansion and upsell
• Weekly reporting on renewal and upsell pipeline
• Daily Salesforce activity for contract admin, client communication, pipeline management and reporting
• Working with customers to understand their success measures and ROI, to ensure our solutions align with their desired outcomes
• Demonstrate compelling value propositions to customers that continue to drive value over time, resulting in longer term commitment and increased contract value
• Supporting the Head of Account Management with Tier 1 Account Management
• Demonstrating and promoting customer success practices across Data Services
• Utilising the customer success playbook to effectively manage your portfolio and drive engagement, product stickiness and customer satisfaction
• Foster a data driven approach, leveraging customer usage and behaviour insights to identify opportunities to increase value and stickiness
• Supporting the Head of Account Management to implement the customer success playbook and adopt customer feedback mechanisms to measure satisfaction (e.g. NPS), to create tangible actions for continuous product and service enhancement
• Championing our customers to internal stakeholders to ensure we deliver a best-in-class service with robust data quality
• Work cross-functionally across the Data Services team to relay customer feedback to increase value, customer engagement and user experience
• Demonstrating exceptional organisational, prioritisation and effective communication skills to collaborate effectively with peers to reach our common strategic business goals
• Taking initiative to improve operational efficiency, ways of working and cross-functional collaboration

Requirements

• Indepth B2B Account Management or Customer Success experience
• Proven experience of strategic account management, engaging with and building credibility at a senior level
• The ability to establish and develop strong relationships with customers and internal stakeholders
• A proven track record of managing a renewal pipeline, successfully hitting retention/expansion targets and identifying upsell opportunities
• A data-driven mindset, with the ability to leverage data tools into impactful customer insights
• Experience implementing and executing customer success playbooks
• Excellent communication and presentation skills
• Strong stakeholder management and experience working cross-functionally
• Ability to shape operational processes and define account strategies
• Ability to think innovatively, take initiative and be proactive
• Experience using a CRM system and working with either Google or Microsoft suite
• A strong and robust work ethic with the ability to adapt in a fast-paced dynamic environment
• Experience working in B2B data solutions, or within the wider property or insurance industry is preferential

Benefits

• 25 days annual leave + additional days for long service
• Day off for good deed day, and digital detox day
• Cycle to Work and Electric Car schemes
• Free Calm App membership
• Enhanced parental leave
• Fertility treatment financial support
• Group income protection and private medical insurance
• On-site gym in London
• 7.5% employer pension contribution
• Discretionary annual bonus up to 10%
• Talent referral bonus up to £5,000