Strategic Account Manager

2 months ago

Liverpool, Liverpool, United Kingdom Angel Solutions Full time
About the Role

We are seeking an experienced Strategic Account Manager with a proven track record in SaaS account management. You should be passionate about delivering exceptional customer experiences and have a proactive approach to account management.

Key Responsibilities
  • Customer Onboarding: Lead customer kickoff calls to set expectations, determine priorities, and discuss implementation plans.
  • Account Management: Understand customer requirements, facilitate onboarding, deliver product training, promote product adoption and retention, and ensure ongoing customer satisfaction.
  • Relationship Building: Develop and maintain strong, long-term customer relationships to foster advocacy and generate new business leads.
  • Upselling and Cross-Selling: Actively look for opportunities to upsell and cross-sell other products to customers.
  • Customer Support: Be a crucial point of contact and trusted advisor for customers, maintaining consistent contact and supporting them through their journey with us.
  • Performance Monitoring: Monitor your own portfolio of customers by measuring the performance of each account and keeping track of key account metrics and KPIs.
  • Proactive Approach: Take a proactive and strategic approach to engage customers with our software, ensuring they derive maximum value through advice and guidance at every customer journey stage.
  • Data-Driven Decision Making: Leverage real-time data intelligence to proactively intervene in accounts where product usage could be improved and deliver optimal support.
  • Collaboration: Collaborate closely with other account managers to contribute to the overall strategy for customer retention.
  • Communication: Work with SLT and Trust Executive teams and users at all levels to ensure they are on track with their goals and desired outcomes.
Requirements
  • 3+ years of SaaS strategic account management experience, with a demonstrated ability to handle complex accounts.
  • Experience of delivering product and online/onsite training.
  • A history of generating leads and fostering new business opportunities.
  • Strong technical skills, including proficiency in tools like Excel, CRMs, Zoom, Teams, Trello, and Slack.
  • A critical mind and ability to solve problems.
  • A passion for delivering a first-class customer experience and resulting in consistent, repeatable business.
  • Experience in strategic thinking to map out and execute a proactive customer journey.
  • The ability to prioritize a demanding workload and manage your time.
  • Excellent verbal and written communication (English).
  • A UK driving license, as some travel may be required for this role.
Desirable
  • Ideally, you will have previous experience in a similar Edtech role.
  • A deep understanding of the UK Education system.
Personal Development

You will also be expected to update and maintain your own Personal Development Plan (PDP) on a quarterly basis as part of our performance management process which allows for regular one2one discussions around your development at Angel Solutions.

The PDP will touch on your development, other skills and training required for development within the role in line with Company Objectives and development around softer behavioural skills as outlined in our "Angel Way".

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