Account Manager

Content Guru is a leading provider of cloud communications solutions. We help businesses across the globe to enhance their customer engagement and experience. 

From our omni-channel cloud contact center solution to our bespoke integration systems, we use cutting-edge technology to transform communications and make mass personalization a reality. This includes our development of AI and propensity modelling to create the seamless end-to-end customer journeys that inspire loyalty and power the success of organizations worldwide.

What we are looking for...

Due to our rapid global expansion, we are looking for a talented and established Account Manager to join our global sales team.

The Account Manager serves as the single point of contact for all customer enquiries across their key accounts. The Account Manager will find opportunities to increase sales and develop upsell opportunities by understanding the storm product and future roadmap.

Location...

This role is based in our head office in Bracknell, Berkshire. 

This is an office-based vacancy and as such we expect all applicants to be willing to commute to our offices a minimum of 3-4 days per week as per our hybrid working policy. 

Key responsibilities of the role...

Account planning

• Be responsible for all customer account management matters.
• Build and maintain relationships with your accounts, stakeholders and executive sponsors.
• Forecast and track key account sales metrics for business pipeline opportunities.
• Regularly determine upsell and sales opportunities through white space analysis.
• Run quarterly business reviews with key accounts.
• Track and manage your accounts using Content Guru’s CRM tool.
• Create reports on account status, including customer sentiment in consult, build and run phases.

Customer relationships & satisfaction

• Build and maintain relationships with your accounts, stakeholders and executive sponsors.
• Work with key customers to understand their industry, value drivers and business processes.
• Work closely with the Customer Success team to identify opportunities where we can provide additional value for customers in sharing and leveraging CX, deployment and UX best practice.
• Conduct a regular customer meeting cadence, weekly, monthly, quarterly.
• Manage a senior contact strategy of multi-level engagement within the account base.
• Produce and execute an Account Development Plan.
• Collaborate with wider Content Guru teams and departments to support your customer in all Content Guru matters including escalations.

Driving opportunities and revenue

• Manage all aspects of revenue including in year revenue, annual recurring revenue and renewal activity.
• Consistently meet and exceed upsell targets to increase revenue.
• Contribute to Sector development plans, identifying new revenue opportunities within your Sector and for the wider business unit.
• Promote new products and services to key accounts to generate and increase revenue.
• Achieve a minimum number of 5 star G2 and Gartner Peer insight reviews.
• Develop a portfolio of referrals through key accounts and generate new business leads.

Product and sales knowledge

• Maintain a good working knowledge and understanding of Content Guru’s products and services.
• Proactively identify and share product updates with customers to increase revenue.
• Actively seek insight during all customer interactions, enabling us to enhance our understanding of the customer, sector or challenges, sharing this with key internal stakeholders.
• Maintain awareness of market developments relating to the industry and competitive landscape.

About you...

• Bachelor's degree in a relevant subject.
• Good experience of enterprise account management, typically of at least 3 years.
• Experience in the SaaS industry, specifically CCaaS is desirable.
• Experience of using a CRM or similar tool.
• Good interpersonal skills, including effective influencing and negotiating stakeholders at all levels.
• Good communication, including presentation skills and being able to adapt style to suit the audience.
• Proven work experience as an Account Manager, Account Executive or similar title.

About the Company...

Content Guru is the largest privately owned provider of Contact Centre as a Service (CCaaS) in Europe. We have grown to have offices in the UK, US, Netherlands, Germany and Japan, and our award-winning proprietary cloud services now power some of the largest organisations across the globe. Operating in sectors ranging from utilities and travel through to finance and government, our clients include UK Power Networks, Rakuten, Rightmove, Interflora, Sodexo, and the National Health Service (NHS).

Our mission is to enhance the way the world communicates. With our omni-channel cloud contact centre solution, storm®, we enable businesses, customers and colleagues to interact across social media, video, SMS, email, web, web chat, and emerging technologies, such as WebRTC. We connect to hundreds of external systems, including AI, information and logistics systems, to bring information and communications together and deliver the customer experience of tomorrow.

We are an equal opportunities employer and consider all qualified and experienced applicants without regard to race, gender, religion, orientation, disability or any other characteristic protected by law. We are devoted to our people and pride ourselves on developing and upskilling our employees to give them the best opportunities for success.