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Job Description

The primary purpose of the role is the effective management of allocated customer accounts to maximise client
usage of existing solutions, identify opportunities for up sales and cross sales, and ensure client retention. This will
be achieved through the day to day efficient and productive management of these accounts, and the development
and maintenance of excellent client relationships with senior stakeholders. The employee will grow the total annual
recurring revenue from their account base and this will form the key measure. The Account Manager will be seen
as a proactive, trusted entity by customers, adding value to the customer whilst directly contributing to the revenue
and profitability of our business. The role will include managing customers using a range of Proactis solutions and
the employee will be expected to have the requisite domain knowledge.

Qualifications

Primary responsibilities and accountabilities

• Aligning to the key principles of the LAER methodology around expansion, renewal engagement, knowledge sharing, management and negotiation
• Understand how the customer uses and intends to use the solution, being naturally inquisitive and recognising opportunities for the customer to improve during the course of the partnership with Proactis
• Identify and proactively contact key stakeholders across Finance, Procurement and I.T to ensure that maximum value is being derived from the solution, along with where the solution can be used and expanded further across the organisation for optimal customer benefit
• Play a pivotal role in the customer improvement journey, including liaising with relevant functions internally such as Support and Professional Services to proactively make suggestions, facilitate any concerns or risks and introduce other areas of expertise across the business as appropriate
• Regularly attend customer review meetings, researching customer usage beforehand and providing insights into the customer experience and how the customer can further improve usage and the experience with Proactis and the solutions
• Outline the benefits of any user group or marketing events to the customer, along with following up on any communications sent so that the customer is always fully appraised of any new functionality or initiatives being presented
• Act as a point of escalation when required, proactively involve senior stakeholders as appropriate to assist in the timely resolution of any issues
• Accurately records all communications and opportunities within the Customer Relationship Management (CRM) solution – Salesforce
• With new Proactis functionality constantly being released as part of the cloud solutions, ensure that time is invested to understand this functionality, how it helps the customer to obtain maximum value and ensure this is communicated to customers in a timely manner
• Working with central functions, be involved in the administration of the designated customers
• Responsibility for the retention of the customers, working with respective internal functions to ensure the growth and retention of the customer in the short, medium and long-term

Key Performance Measures

• This is a target driven role, meeting targets specified by the Customer Success Director
• Key Result Areas (KRA’s) aligned to the business strategy, including pipeline, upsell, cross-sell and retention
• Ability to demonstrate a holistic understanding of the value of Proactis solutions to Procurement and Finance audiences, specific to each audience
• From a technological standpoint, ability to learn the core platform capabilities and continuously embrace new functionality as it is made available, articulating both the core and ongoing enhancements to the optimum effect for customers

Skills & Experience:

• Personality: Passionate to experience customer success, trustworthy, results orientated with a positive outlook. Comfortable in dealing with people at all levels while being a good team player. Naturally proactive with a can-do attitude.
• Personal Situation: Able to travel to meet customers nationally when required and appropriate, able to work effectively and to work extended hours on occasion when required
• Specific Job Skills: Strong verbal communication while naturally inquisitive and keen to engage in dialogue to understand areas in more depth. Ability to network within customer organisations to identify and engage with all key influencers and decision makers
• Experience: Ability to demonstrate a background of customer improvement with a highly engaged customer approach, ideally across Finance and/or Procurement
• Technical Skills: IT literate with the ability to use common software solutions such as Microsoft Office.
• Business and Commercial Skills: Commercially astute with the ability to negotiate commercial positions with excellent face to face skills and a clear telephone communicator.

Additional Information

Why work with us?

• Investment in your learning & development
• Enhanced company Maternity, Paternity & Adoption leave
• Company bonus scheme for everyone
• Private medical insurance
• Company Healthcare
• Volunteering days
• Electric Vehicle Salary Sacrifice Scheme