Account Manager

GBGroup - Redwood City, CA

Full-timeEstimated: $56,000 - $79,000 a year
The Role…

Working within the sales team, the Account Manager will work hand in hand with nominated customer accounts to ensure GBG deliver exceptional value, are seen as a trusted partner and that sales revenues are maximised.

The targets attributed to the role are revenue, NPS Scores, activity (client phone calls and meetings), attrition and cross sell/upsells.

What you will do…

Working within the sales team individually and collectively, you will consistently exhibit the highest levels of professionalism, integrity and honesty combined with a strong work ethic and desire to succeed.

Account strategy and planning
  • Work with the customer to understand their existing and future requirements, business challenges and aspirations, translate this into a joint account plan
  • Research and gather information on the customer segments related to the accounts you are working with
  • Work with the marketing team to ensure regular and relevant communications go out electronically to the customers
  • Keep up to date on the product portfolio of GBG and develop more detailed knowledge of the product set relating to your nominated customers
  • Understand the commercial opportunities within each customer, both within the current budget cycle and the subsequent three years, translate this into a revenue plan
Account Management
  • Be the single point of contact for the customer, using a consultative approach and bringing in subject matter experts where required, to ensure the customer is excited about our technology and what it can do for them
  • Ensure customers know how to quickly get responses to their questions and work with them to resolve any escalated issues
  • Respond to any complaints or detractor feedback from the NPS survey
  • Support customers through the renewal process, working with legal, finance and on-boarding teams across GBG as required
  • Create opportunities for upsell and utilise resources across GBG where necessary to generate incremental revenue
  • Identify opportunities for cross sell and refer these to the relevant GBG team
Reporting & Data
  • Ensure all data relating to your customers is accurate in CRM
  • Ensure all opportunities and activities are logged in CRM and accurately updated through the sales and/or renewal cycle
  • Provide reports and insight in response to questions from the sales management team
Delivering the sales results
  • Achieve incremental revenue and renewal targets, with an expectation of 30% growth in accounts over your portfolio
  • Provision of accurate and timely management reporting of sales forecasts, pipeline, platform and performance
  • Improve and exceed target NPS and CSAT scores for nominated accounts
Success Measures
  • Review NPS scores as measured at point of customer contract signature and work with Customer Experience team to address any issues highlighted, leading to a year on year improvement in NPS
  • Seek to minimise customer attrition, ensuring attrition targets are at least met
  • Ensure activity meets or exceeds Standards of Performance as agree with line manager
  • Ensure Cross sell/ upsell target is met
  • Ensure incremental Revenue/Margin and renewal targets
To enable you to be successful, we are looking for…

  • Experience in a B2B business development environment or a professional services environment where you can prove a strong commercial element
  • Demonstrable success in winning deals utilising a consultative and value sales approach, demonstrating a personal record of accomplishment of multi-level, multi-stage solution selling
  • Have worked with similar technology organisations and ideally have experience of the sectors your customers will be in
  • Excellent communication and presentation skills, be self-motivated with the ability to work either independently or within a team, be analytical in problem solving and have the ability to translate business needs into the most appropriate solution
  • Demonstrated continuous high activity and business acumen at C level to accelerate business development to drive fast and profitable sales growth
  • Strong awareness of the business software solutions for the Identity Management marketplace, ideally within a data services environment
  • Experience of justifying the value of all resources requested internally to win and deliver a project, and the ability to inspire and motivate in-house teams
  • Understanding of the process of planning a business development strategy, targeting prospects and planning appropriate approaches
  • Customer focused individual with a drive to ensure customers have and continue to have a great Customer Experience when dealing with GBG
  • Knowledge of contract negotiations and ability to negotiate at this level with procurement
  • Degree level education or equivalent qualification is desirable

A current passport and full, current driving licence is essential, as extensive travel may be required