Account Manager
Madrid
Madrid, Community of Madrid, ES
Job Title: Account Manager
Location: South Europe (Madrid office, Hybrid)
Salary: €40,000 - €60,000 + Bonus + Benefits
Role Responsibilities:
1. Relationships:
o Manage and develop relationships with key stakeholders in the buyer organisations.
o Support the buying organisations (more than one, mid-tier accounts) to increase penetration in these organisations.
o Be a customer advocate and drive buyer engagement.
o Track and ensure resolution of any service problems or issues highlighted by the customer.
o Resolve issues escalated by Inside Sales Executives.
o Support Key Account Managers to coordinate local relationships.
2. Revenue:
o Cross-sell and upsell additional products which could add additional value to the customer.
o Leverage relationships to support growth broadening and deepening of account penetration in other geographies and sectors.
o Create and maintain detailed account plans and deliver against them.
o Work with community managers to ensure growth of community revenue base.
3. Retention:
o Ensure that capabilities, products, and services are being leveraged to provide value to the customer.
o Manage proactively the Buyer renewal process including supporting negotiations and contracting.
o Ensure reasons for deciding not to renew are understood and fed back to relevant stakeholders.
4. Campaigns:
o Deliver and support buyer sponsored campaigns.
o Initiate kick-off workshops and track report progress.
o Co-ordinate internal teams to achieve desired customer outcomes.
5. Drive Motivation:
o Addresses multiple demands without losing focus or energy.
o Increases efforts in the face of difficulties or obstacles.
o Remains calm and focused during stressful situations.
o Encourages others during challenging times with a positive attitude.
6. Influencing:
o Have a firm grasp of organisational politics within customers’ organisations.
o Employs various influencing strategies to persuade others.
o Rehearses or role-plays conversations to get feedback.
o Overcomes objections by demonstrating their case.
7. Customer Focus:
o Shows a clear understanding of different customers and their needs.
o Works collaboratively with customers to establish expectations.
o Treats all customers as individuals and takes pride in delivering high-quality service.
o Brings people together to address barriers to excellent customer service.
8. Achieving Results:
o Delivers results and meets or exceeds targets within deadlines.
o Accountable for own area.
o Identifies opportunities to improve work organisation.
o Creates systems to help the team work efficiently.
9. Supporting Colleagues:
o Actively participates in knowledge sharing and networking groups.
o Sets up systems for sharing useful information.
o Makes appropriate information available promptly.
Ideal Experience:
* Consultative selling preferred but not required.
* Formal account management practices preferred but not required.
* Negotiation skills preferred but not required.
* Fluent in Spanish and English preferred but not required; additional languages beneficial.
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