Job description
As an Account Manager (aka Customer Success Manager), you play a critical role in the growth of Resolver. You’ll focus primarily on expanding our existing customers’ engagements through cross-selling, expansion and upselling. You’ll combine consultative selling with a solutions-based approach, solving problems, and building relationships while keeping our customers' business objectives in mind.
Did we mention you’ll also be part of an amazing team? We have a collaborative team of Account Executives, Sales Engineers, Customer Success, and Product who are committed to helping organizations protect what matters.
About Resolver:
So, what does that really mean for you? Let the hiring manager tell you:
Hi, I’m Riz Shirazi, Director of Customer Success at Resolver.
Our Customer Success team is a dedicated, passionate group of individuals centered around driving value for Resolver’s great portfolio of customers. We partner with many of the world’s leading organizations and enable them to achieve their goals for risk management, while collaborating with and guiding them as they grow and mature in their varied approaches to developing risk intelligence.
As Resolver continues its impressive growth, we are looking to add an experienced Account Manager to our growing team. This individual will join a collaborative, high-performing group, and partner with some of the world’s most interesting companies, owning the customer relationship and ensuring their success.
We are looking for a tech-savvy people person who is looking to join an exciting, fast-paced organization with ambitious goals. At Resolver, our mantra is to Aim Big, Be Great, and Be Loved by Our Customers, and are excited to discuss with you how, as an Account Manager, you will have the opportunity to contribute to and live those principles. If you’re excited by the opportunity to work with cutting edge technology, in an interesting and fast-growing space, while partnering with super smart, fun team members, we would love to hear from you!
Your day to day:
Consultative and Conceptual Selling (60%)
Measures of Success: Win Rate, Recurring Revenue, User Licenses, Gross Revenue, Lead to Opportunity Conversions, Demos and Discovery calls.
- Sales generation: you’ll up-sell and cross-sell to new and existing customer accounts while meeting customer retention targets.
- Building: you’ll work with Resolverites to reach customer and company goals throughout the sales cycle.
- You’ll encourage real and transparent conversations with customers about their needs and challenges. You’re trying to find a customer-centric solution for key business needs.
Strategic Sales Planning (20%)
Measures of Success: Building business cases, knowledge of market/industry, connecting with internal stakeholders, and working with existing customer references.
- Develop account plans for growth by combining commercial acumen with local relationships.
- You’re great at forming relationships – you will be the point of contact for assigned customers and will ensure they receive requested products and services quickly.
- You’ll collaborate with your colleagues to ensure consistent service and on-board new customers.
Forecasting & Documentation (20%)
Measures of Success: Forecasting accuracy, accurate and up- to-date CRM data, mapping of decision makers and stakeholders, defining a quantitative 'new reality', and call to action.
- Forecast and track customer account metrics.
- Maintain records of customer transactions – you’re organized!
- Monitor and analyze customer’s usage of our product.
People who Excel:
- 2-5 years related experience within a SaaS company
- Exposure or knowledge within Corporate Security is a plus!
- Experience in a high initiative, high autonomy environment is critical for success; you are a resourceful problem-solver!
- Passionate about solving business problems with technology
- You know the value of customer loyalty and can effectively anticipate needs, establish clear goals, and facilitate rapport
- Experience with marketing automation tools an asset
What we’ll give you in return
Resolver is one of Canada's Great Workplaces. Culture isn't just something we write about (although we do), we live our values and challenge each other to be our best selves. We invest in Resolverites who will grow with us. We have a comprehensive rewards package to show our team our appreciation for everything they do:
- Benefits: Paid by us for health and dental, life assurance, income protection, travel insurance as well as pension matching. We also offer a wellness/fitness reimbursement, that can go towards things like gym memberships, yoga classes, team sport fees or a bike.
- Professional development: we have an external learning budget to help you grow and develop. We host a learning workshop about every 6 weeks on topics like Time Management, Self-Awareness and Giving Feedback; we also have e-learning to meet the needs of our remote team. We offer a Career Development Program to help you identify and build your skillsets for internal growth opportunities and beyond. We also have a Coaching Program for all our managers. We know how important it is to have a good boss, so we invest in their development.
- Vacation: it's open, which means we don't worry about an accrual clock.
- Flexibility & trust – We enable our team to create a work environment that will set them up for success. We hire adults and we trust you to manage your outcomes. Day-to-day, everyone is given the option to decide whether they want to work remote or in-office depending on the needs of their role.
- Back in the Office – If you choose to come into the office, you will have access to snacks, beverages & team socials too, including the folks who are remote! Our London office is 1 minute from London Bridge Station & 2 mins from Borough Market!
Interested?!
Resolver is committed to providing accommodations for all persons with disabilities. If at any point in the recruitment process you require accommodation, please notify the applicable recruiter or contact us directly at [email protected]