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- Manage and grow accounts by driving expansion and upsell revenue.
- Coach and mentor team members by sharing best practices, offering strategic guidance, and supporting skill development.
- Foster a high-performance culture, ensuring the team is equipped to deliver exceptional results.
- Assist in forecasting and budgeting, providing insights into revenue trends, customer retention, and growth opportunities.
- Work to improve Gross Revenue Retention (GRR) and Net Revenue Retention (NRR).
- Coordinate and collaborate with marketing on customer programs.
- Partner with Sales, Product, and Customer Success teams to align account management strategies with business goals.
- Prioritise and advocate for customer needs, elevating key issues to drive satisfaction, retention, and growth.
- Use a data-driven approach to lead outreach campaigns, analyse engagement, and increase product utilisation.
- Negotiate contract renewals, create proposals, and manage customer expectations.
- Bachelor’s degree in business, Computer Science, or equivalent experience.
- 3+ years of experience as a player-coach in a client-facing, high-tech B2B account management or renewal management role.
- Proven ability to mentor, coach, and develop account managers, helping them achieve performance goals.
- Proven track record of quota attainment.
- Strong negotiation skills with a deep understanding of contract management, pricing strategies, and value selling.
- Hands-on experience with renewals, expansions, and upsell opportunities to drive account growth.
- Strong ability to interact with executive stakeholders and demonstrate a strategic understanding of business needs.
- Hands-on experience with CRM software (Salesforce preferred).
- Analytical thinker with strong problem-solving and critical thinking skills.
- Outstanding listening skills with the ability to translate client communications into solutions.
- Highly organised, detail-oriented, and process-driven.
- Experience collaborating cross-functionally to drive customer success, product adoption, and business growth.
- Experience working with Sales, Customer Success, Product, and Support teams to align customer needs with business objectives.
- Ability to influence and drive internal initiatives that enhance customer engagement and retention.
- Ability to multitask and thrive in a fast-paced environment.
- Willingness and passion to learn new skills and continuously grow.
