Account Experience Manager

EU/ East Coast North America-based


Defend, retain, and grow your portfolio by delivering an expert account experience. Find the balance between new business generation and educating, training, and servicing your existing portfolio.

Key Responsibilities:

  • Look for opportunities to expand the footprint of your accounts
  • Exceed new business, expansion, retention, and other associated quotas related to your portfolio
  • Work with your squad and peers to be tactical with your accounts
  • Develop a retention and expansion strategy for each of your accounts
  • Work with the Head of AX to create reports and align with strategy.
  • Ensure you maintain exceptional CRM hygiene
  • Track all conversations and provide a detailed trail of customer contact
  • Research each account in detail to understand the levers you have to pull.
  • Have a broad understanding of legislation and contract law, understand the legal process
  • Operate as the lead point of contact for any and all matters specific to your accounts including general support
  • Develop trusted advisor relationships with key accounts, customer stakeholders, and executive sponsors
  • Ensure the timely and successful delivery of our solutions according to customer needs and objectives
  • Clearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholders
  • Develop new business with existing clients and/or identify areas of improvement to meet quotas
  • Forecast and track key account metrics (e.g. quarterly sales results and annual forecasts)
  • Delivering and communicating ROI to your clients, throughout the customer lifecycle
  • Be the trusted partner for the customer on the use-case and product functionality
  • Represent the voice of the customer within your portfolio.
  • Serve as the primary contact for the onboarding of new customers into your portfolio, the training of platform end users, as well as post-go-live support within your portfolio
  • Collaborate with the AX Enablement squad to set up or configure SSO or MTP requirements

Note: This is a remote working opportunity. Candidates are not required to be based in and eligible to work in New Zealand. 

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