Key Account Manager (SaaS) Birmingham, England
Job description
About us:
Every day, the complex challenges of global shipping and logistics bring growing pains that fast-growing online brands struggle to negotiate. Getting products into the hands of customers quickly and affordably is a challenge for most. At Auctane, we serve and champion these merchants every day. Our software stack solves shipping and logistics problems that arise as merchants scale, so they can focus their time, energy, and resources on what matters most.
Auctane is a team of shipping and software experts with a passion for helping merchants move their ideas, dreams and innovations around the globe. The Auctane family includes ShipStation, ShipWorks, ShipEngine, ShippingEasy, Stamps, Endicia, Metapack, Shipsi, GlobalPost, and Packlink. Our partners include Amazon, UPS, USPS, eBay, BigCommerce, Shopify, WooCommerce, and Walmart.
At Metapack we work with well-known global retailers and major brands such as ASOS, Adidas, Burberry, John Lewis, Boohoo, eBay, and Zalando. In fact, we work with so many retailers and carriers it’s highly likely that you’ve interacted with us at some point when ordering goods online!
Why would I want to be a Key Account Manager at Metapack?
KAMs are the lynchpin of client relationships at Metapack. You’ll work closely with some of the world’s most recognisable eCommerce brands, be responsible for maintaining strong relationships whilst identifying opportunities to actively assist them in accelerated growth and added efficiency through the use of Metapack’s cutting edge product suite.
Collaboration and passion for our business are at the heart of everything we do and you will work alongside a team of talented KAMs, a dynamic client engagement team and industry leading technology colleagues in order to provide your clients the best possible service.
This position is eligible for full-time home-based remote work.
What are the perks?
- Base salary of £60K per year
- 20% bonus (paid quarterly)
- Upsell Commission (paid quarterly)
- 25 days holiday, increasing to 27 days after 2 years and up to 30 days after 5 years
- Pension, enhanced maternity and paternity leave, group life insurance scheme, private medical healthcare
- Discounted gym membership, cycle to work scheme, interest free season ticket loan
- Fresh fruit, snacks and drinks when you are in the office
- Dynamic, open culture with lots of social activities
What would I be doing?
- Developing close, mutually beneficial client relationships with key decision makers across all relevant functions including Operations, IT, E-commerce and Purchasing and at all appropriate levels of seniority within those functions, especially Board level.
- Creating account plans in order to gain an appreciation of account’s development and growth opportunities, forward plan Metapack related projects, and ensure appropriate commitments and resources are in place, in the process managing expectations appropriately.
- Holding regular account meetings including quarterly account reviews; contribute to strategic thinking through the dissemination of best practice and position Metapack as the natural provider of strategic solutions.
- Maintaining knowledge of account requirements to inform Metapack roadmap, contribute to Metapack strategic plans and contribute to medium term scaling plans.
- Owning the commercial and service delivery relationship with the account:
- Responsible for the administration of customer contracts.
- Ensure index-linked annual increases are applied.
- Ensure volume forecasts are used to trigger volume payment thresholds in a timely manner.
- Own Service Management, incident and change management
- Responsible for continual service improvement and customer satisfaction.
- Track service delivery against SLA & KPI achievement
- Identify opportunities for the adoption of additional Metapack products and services.
- Working effectively with Metapack colleagues in Client Services, Core Technology and New Business to ensure internal and external customer expectations are met; ensure regular client and internal reporting are in place.
What key skills and experience do I need?
- Demonstrable success in managing a portfolio of key accounts that generate up to £4 million in ARR within a software company, ideally SaaS or Enterprise software
- Experience in Qualifying Leads and Upselling SaaS products
- Strong academics – educated to degree level
- Proven ability to manage senior stakeholders within large accounts
- Financial and other KPI reporting and management
- Excellent relationship building skills
- Strong customer service orientation
- Ability to Identify and progress Commercial Opportunities to close
- Excellent communicator at a senior / board level, both internally and externally; strong verbal and written communication skills in order to influence and persuade clients at Director Level
- Excellent attention to detail and organisational skills; ability to meet deadlines
- Strong presentation, negotiating and influencing skills
- Ideally exposure to the retail trade as a supplier or service provider
It would be great if you also could bring
- Previous experience within eCommerce or Distribution highly desired
#LI-REMOTE
