Account Manager - Sydney, Australia - InMoment

Description

• The Account Manager is the face of the company to our clients, which represent many of the world's best brands. This role is responsible for proactively driving all customer postsale activities to ensure customers receive maximum value from their investment. The Account Manager gains, records, and leverages account intelligence to drive best practices throughout the customer lifecycle, ultimately improving customer satisfaction and achieving worldclass growth & retention of her/his assigned book of business. She or he orchestrates the company's delivery of a positive and integrated customer experience, and executes programs to drive adoption and full utilization of purchased products. This role brings forward the best of the company's resources to weekly, monthly, and quarterly client engagement meetings to communicate the latest information about new products & capabilities, improvements to the partnership, new processes, newly released research, upcoming events, and opportunities for peer community engagement. The Account Manager regularly partners with the practitioner and insights teams to bring forward industry best practices and strategy recommendations, deep data analysis, and programlevel recommendations. This role suggests new ways of solving client business challenges that often represent upsell or crosssell opportunities. In many instances, the Account Manager will manage the entire selling/buying process from CRM opportunity creation, value articulation, contract negotiation, and deal closure.
  WHO WE ARE
• At InMoment, we have a saying: #OwnTheMomentsThatMatter. And we live it As a team, we recognize that every moment offers a new opportunity to make an impact and leave our mark. We take deliberate action to make the lives of our families, teammates, clients, and community better within every interaction.
• We are dedicated to our gamechanging mission of Experience Improvement (XI), helping our clients improve experiences at the intersection of value—where customer, employee, and business needs come together. We consistently challenge the status quo in the customer experience (CX), employee experience (EX), market research (MX), and product experience (PX) industries with our hypermodern technology platform, decades of domain authority, and global teams of experts. And we have more innovation in store
• Are you ready to #OwnTheMomentsThatMatter with us?
  WHO YOU ARE
• 4+ years of customer success/account management, support/service experience in the same industry or a similar/adjacent industry
• Project management experience
• Analytical, able to assess and report on a holistic view of client health and engagement
• Experience with internally representing a customer's health and interests to crossfunctional stakeholders, including executives, using data from various sources
• Management and achievement of retention and growth goals
• Familiarity with account planning, coordinating a teambased gotomarket and support motion, and executive relationship development
• Demonstrated ability to manage and close sales opportunities (upsell, crosssell)
• Ability to communicate effectively at all levels including with senior management and technical personnel
• Ability to work within a fastpaced and dynamic environment
• Ability to manage and coordinate escalations
• Familiarity with btob buying process
• Ability to synthesize complex information into meaningful messages and recommendations

• Provide proactive onboarding support to designated customers to ensure a positive customer experience and expedite time to value with a new product or solution
• Build and maintain strong working relationships with colleagues in sales, marketing, services, support, operations, product development and product marketing to cultivate cooperation in execution of account plans
• Promote customer participation in customer communities and customer usage of available knowledge base and online support tools
• Coordinate the resolution of customer issues
• Understand a customer's overall use of the organization's products, services, thought leadership, training, and support resources
• Understand a customer's business priorities, overall market landscape, and organization, to drive desired business outcomes utilizing the appropriate company resources
• Develop executivelevel relationships at existing customer accounts
• Drive renewal readiness efforts related account prioritization activities and alignment of necessary organizational resources to support renewal motion requirements
• Identify any early signs of low engagement and intervene immediately coordinate risk mitigation plans and activities
• Achieve gross retention and growth targets
• Identify and/or generate new opportunities within assigned customer accounts via monthly program recommendations and referral requests, including the identification of opportunities in new buying cente