Director, Customer Account Manager
1 month ago
Founded and grown by people with a genuine belief in helping people thrive in higher education, Solutionpath develops technologies which help institutions understand engagement, improve retention, and make a meaningful difference in the lives of their students.
The company has grown organically, developing an increasingly mature product, and finding enthusiasm and market appreciation for the technology and expertise we bring to our customers. We are a close-knit team with a relaxed and informal nature, and we’re trying to build a company culture of kindness, shared responsibility, and ownership.
We want everyone to have a voice and a say in how we further improve and grow, and we’re going through a period of transition to help us focus more effectively and sustainably on products and customers. We want everyone to have the tools, time, and support to play a part in that, and we’re reshaping the company to make that a reality.
You will join the commercial team to provide senior level account governance and strategic oversight in a number of key customer accounts. This is a senior position that will require you to work closely with and provide leadership across the entire SP organisation to ensure we deliver a consistent level of service to our key customers.
You will seek to gain a level of intimacy with the customers processes and practice (and domain knowledge) to enable you to act in the capacity of a “trusted advisor” to the customer, helping them gain a demonstrable RoI from their investment and to identify upsell opportunities for your colleagues in Professional Services.
You will collaborate with your colleagues within the virtual account team and the broader business to develop and maintain robust, and customer collaborative account plans.
The role will be split equally between customer advocacy, relationship management and new business sales in existing accounts.
Create and maintain a strategic account plan with each customer to incorporate,
Demonstrate clear alignment with the universities core polices and initiatives of relevance to the ensure the successful rollout and adoption of the StREAM platform.
Provide the basis on which you will engage your colleagues and wider eco- system to the best effect within your customer accounts.
Report on the status and health of the account at any given time to enable the business to manage the risk for customer attrition and forecast accurately.
You will work with colleagues in the virtual account team that comprises of service desk, professional services (PS) & marketing personnel and across the business in creating and maintaining your customer qualified account plans.
Work with the PS organization (including consulting and education services) to find opportunities to promote their services into the customer accounts.
Work with partners and 3rd parties as appropriate to provide our customers with innovative and outcomes-oriented solutions and support.
Hold periodic update meetings with senior stake holders in a select number of customers accounts.
Market and sell the benefits of Data Foundry into the existing account base at a faculty and school level, retiring customers service hours and generating incremental revenue streams.
Maintain a financial forecast and report on a bi-monthly basis to your line manager.
Proven demonstrable experience in a similar senior account governance & sales role.
Strong understanding of the sales process and account management function.
Msc/MBA
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