Simplify Logo

Full-Time

Account Director

United Kingdom

Posted on 6/27/2024

Insider

Insider

1,001-5,000 employees

AI-based cross-channel customer experience platform

AI & Machine Learning

Senior, Expert

London, UK

Category
Customer Success Management
Strategic Account Management
Sales & Account Management
Required Skills
Sales
Communications
Management
Marketing
Requirements
  • 7+ year experience in Customer Success Management, Account Management, or Sales, ideally in SaaS.
  • Proven oral and written communication abilities, positive and energetic phone skills, and exquisite listening skills.
  • Proven track record of using sales & persuasive skills.
  • To be a self-motivated and savvy tech bug, always in search of savvy solutions and ideas to improve our relationship with our clients.
  • To cherish one of our core ethos: care. You’ll need to care for our clients and make sure they feel at home with our products and our around the clock support.
  • Passion for testing, measuring, and improving outreach and follow up effectiveness.
  • Strong communication skills in both writing and speaking (English).
  • High sense of responsibility and accountability.
  • A strategic thinker with excellent project and time management skills.
  • Experience negotiating and navigating contracts and legal discussions.
  • Thrives in a fast-paced, high growth, rapidly changing environment.
  • Proven track record of driving decisions collaboratively, resolving conflicts, and ensuring follow-through with verbal and written communication.
  • Strong presentation skills with a high degree of comfort with both large and small audiences and various levels of management (Senior Marketing Executives, IT management, Database administrators, and Data Scientist).
  • Proven track record of building relationships and need discovery with senior customer executives in large or highly strategic accounts, Experience in managing various stakeholder relationships to get consensus on solutions/engagements required.
Responsibilities
  • Own a portfolio of existing accounts and take responsibility for their retention and growth.
  • Identify upsell and cross sell opportunities within existing accounts.
  • Proactively own renewals in accounts in cooperation with the Customer Success team.
  • Succeed in a team selling environment for maximum account penetration and coverage.
  • Consistently forecast monthly and quarterly performance.
  • Negotiate deals and contracts at various levels within the targeted account, with primary focus/importance on “C” and enterprise level negotiations.
  • Participating in meetings with key stakeholders starting from onboarding kick-off and Business Review meetings.
  • Discovering strategic needs and direction of the customers, setting goals and objectives with a customer that will enable the teams to drive business impact.
  • Analyzing stakeholder mapping and setting overall strategy to capture right frequency in touchpoints.
  • Taking ownership of renewal success and strategy to achieve key commercial/contractual targets.
  • Ensuring Customer Success realization is achieved and recognized across key stakeholders and reaching NPS targets ensuring best customer experience and success recognition.
  • Achieving customer advocacy goals with the marketing team with success stories, and testimonials.
  • Monitoring market trends and industry analysis to nurture key stakeholders aligned with Insider Product and Strategic Roadmap execution.

Insider provides an integrated platform for creating personalized, cross-channel customer experiences using AI-driven behavior prediction and omnichannel journey automation. Working here means joining an industry-recognized leader in cross-channel campaign management and personalization engines, with a trusted client base of over 1,200 global businesses. The company's adoption of advanced AI technologies contributes to a forward-thinking environment, making it a compelling place for professionals eager to work on cutting-edge customer engagement solutions.

Company Stage

Series D

Total Funding

$272.7M

Headquarters

New York, New York

Founded

2012

Growth & Insights
Headcount

6 month growth

4%

1 year growth

11%

2 year growth

18%