Enterprise Account Manager
LawPay
Manager, Account Management
Customer.io
full-time
Posted on:
Origin: • 🇪🇺 Anywhere in Europe
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Oversee the day-to-day operations of the account management team, ensuring a high standard of customer engagement and success.
- Coach and mentor account managers to improve skills in relationship building, account planning, and upselling/cross-selling, helping them better align customer needs with our product capabilities.
- Support customer retention efforts by proactively identifying risks and working with account managers to address challenges before they escalate.
- Attend customer calls as appropriate to elevated customer care and sponsorship in order to strengthen relationships.
- Collaborate with cross-functional teams (e.g., Sales, Customer Success, Product) to address customer needs, resolve escalations, and enhance the overall customer journey.
- Partner closely with the Customer Success leaders to strategize over retention and expansion outcomes; closely aligning on key touch points in a customer’s post-sales journey
- Assist in defining and tracking key performance indicators (KPIs) to evaluate renewal performance, account health, and team revenue performance.
- Partner with the Director of Account Management to implement and refine strategic account plans, ensuring alignment with company goals.
- Stay informed about customer feedback, industry trends, and competitor activities to identify potential improvements or innovations for the team.
- Explore and apply AI tools thoughtfully to streamline admin-heavy tasks, experiment with efficiency improvements, and free up more time for impactful customer and team work.
Requirements
- 4+ years of experience in account management, sales, or a related role within the SaaS industry.
- 2+ years of experience in a team leadership or mentorship capacity.
- Strong interpersonal skills with a focus on coaching and development.
- A data-driven approach to decision-making and performance evaluation.
- Experience in building and developing key account management processes to help standardize operations across the entire team.
- Self-motivated, organized, and results-oriented, with a passion for delivering value to customers and driving business success.
