Manager - Sales - SMB Segment - IT (10-14 yrs)

Summary:

As the Manager of Account Management at XX, you will play a pivotal role in leading and guiding the Account Management team to ensure the successful retention, growth, and satisfaction of our SMB/Commercial clients. Leveraging your strategic mindset and deep understanding of XX solutions, you will drive collaboration across teams to align account strategies with overall business objectives. The Manger will contribute to the continuous improvement of account management initiatives, fostering long-term partnerships with our customers eventually driving high NRR!.

Key Responsibilities:

Leadership and Team Management:

- Lead, inspire, and mentor the Account Management team to achieve and exceed performance targets.

- Develop and execute strategies for talent acquisition, training, and professional development within the team.

- Foster a collaborative and customer-centric culture and aligned to the XX values.

Client Relationship Management:

- Build and maintain strong relationships with key customers.

- Gain an in-depth understanding of customer business objectives and challenges.

- Proactively address client needs, ensuring a high level of customer satisfaction.

- Drive timely and meaningful customer touchpoints and drive customer engagement driven by KPI's

Account Strategy and Planning:

- Collaborate with the VP of Sales to develop and implement strategic account plans aligned with XX business goals.

- Identify opportunities for account growth and expansion with a data driven approach.

- Ensure the effective delivery of XX solutions to meet or exceed client expectations. Define strategies on how to penetrate accounts.

Cross-functional Collaboration:

- Work closely with Sales, Product Management, and Support teams to drive customer success.

- Provide valuable insights and feedback to internal teams based on client interactions.

Performance Analysis and Reporting:

- Analyze key performance metrics to assess the effectiveness of account management strategies.

- Prepare and present regular reports on account performance, forecasts, and strategic initiatives.

Contract Renewals and Upselling/X-sells:

- Oversee the contract renewal process, negotiating terms with existing clients.

- Maintain high NRR and build analysis on how NRR is performing.

- Drive retention strategies to ensure high Gross Retention - both logos and revenue.

Customer Advocacy:

- Develop customer advocacy programs to showcase success stories and promote client satisfaction.

- Act as a liaison between clients and XX leadership to address concerns and ensure a positive customer experience.

- Point of contact for customer escalations.

Qualifications:

- Bachelor's degree in Business, or a related field; MBA preferred.

- Proven experience in account management within the technology industry, preferably in data protection, cloud services, or related fields.

- Experience selling SaaS/Cloud

- Extensive experience in a leadership or Managerial role.

- Strong strategic thinking and analytical skills.

- Ability to navigate Salesforce.com proficiently and ability to create reports.

- Strong Excel and PPT skills.

- Excellent communication, negotiation, and presentation abilities.

- Familiarity with enterprise software, cloud technologies, and relevant industry trends.

This is an In-Office position and US hours.