Customer Account Manager - Northern Europe
Tealium, United Kingdom
Experience
1 Year
Salary
0 - 0
Job Type
Job Shift
Job Category
Traveling
No
Career Level
Telecommute
No
Qualification
As mentioned in job details
Total Vacancies
1 Job
Posted on
Feb 27, 2021
Last Date
Mar 27, 2021
Location(s)
Job Description
WHO WE ARETealium is the trusted leader in the customer data industry. We believe unified customer data is an organization’s most valuable asset and greatest competitive advantage. We help brands seamlessly unify their siloed customer data and applications in real time and drive more profitable interactions across all touchpoints. Tealium’s Customer Data Hub (CDH) enablesyou to connect your data so you can connect with your customers.Founded in 2008, Tealium’s patented and award-winning solutions are used by over 1,000 of the world's most innovative brands, including Sony, Providence St. Joseph Health, Cambria Health, T-Mobile, Hulu, Uber, Facebook, Expedia, Hyatt, Barcelo Hotel Group, Sportsbet, Utah Jazz, American Airlines, The Gap, Orange, and many others.
WHAT WE ARE LOOKING FORWe are looking for a Customer Account Manager (CAM) with a background in SaaS/Digital Marketing, who is passionate about the success of their customers. The ideal candidate will have a customer-first’ mentality and a disciplined operational orientation. The CAM is chartered to own all of the renewals and upsell opportunities across a book of business, building relationships internally and externally and working with the Tealium account team to understand client’s needs, increase adoption and ensure positive customer health mitigating the risk of churn.Your Day to Day
WHAT WE ARE LOOKING FORWe are looking for a Customer Account Manager (CAM) with a background in SaaS/Digital Marketing, who is passionate about the success of their customers. The ideal candidate will have a customer-first’ mentality and a disciplined operational orientation. The CAM is chartered to own all of the renewals and upsell opportunities across a book of business, building relationships internally and externally and working with the Tealium account team to understand client’s needs, increase adoption and ensure positive customer health mitigating the risk of churn.Your Day to Day
- Identify customer needs and demonstrate strong account management know-how to drive opportunities to on-time closure.
- Directly align with customers during critical business cycles with a focus on renewals and expansions.
- Work with Legal and Finance teams to navigate contract modifications and provisions and execute pricing and invoice adjustments.
- Navigate complex customer organizations and understand their procurement process end to end.
- Strong comfort level with value-based cost structures, account/product related pricing, and discount proposals, demonstrating the ability to quickly process contractual and numerical changes.
- Forecast and track key account metrics (e.g. quarterly and annual renewal and expansion pipe)
- Provide regular updates on renewal and upsell status to the Account Team and escalate to leadership as appropriate.
- Maintain a high volume of activity processing contract requests and participating in existing customer outreach and follow up.
- Comfortable interacting with all levels of senior leadership including c-suite executives.
- Partner with the Account Team to develop and execute negotiation strategies for upsells and renewals, maximizing contract value while protecting and enhancing the customer relationship and path to value.
- Partner with Customer Success Managers to monitor customer health metrics to identify risk and successfully forecast realistic renewal rates.
- Proactively communicate account/revenue risk clearly and work cross functionally to develop resolution strategies.
- Have a commitment to Operational Rigor including CRM hygiene and process focus to ensure optimal outcomes and metric/data quality.
- An obsession with the customer experience
- A passion for winning together in collaboration with the broader team
- Experience managing your business on a monthly, quarterly and yearly
- In-depth experience in all aspects of a SaaS renewal processes
- Ability to multitask amp; manage high volumes of activity amp; demonstrate measurable resultsoften to tight deadlines
- 3+ years of experience selling to existing customers in a SaaS company
- You excel in problem solving and have strong analytical skills
- You are highly resourceful, entrepreneurial and driven
- Office suite/collaboration software and Salesforce/CRM familiarity is strongly preferred
- You have obtained a bachelor’s degree from an accredited university
Job Specification
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