Senior Account Manager

Senior Account Manager (SaaS Company)

Role: Account Manager

Team: Customer Experience

Location: Remote, with main office in Farnborough

Purpose of the Role

At everyLIFE, our mission is to create and support innovative technology solutions that enhance the delivery of care. The Senior Account Manager plays a pivotal role in maintaining and expanding relationships with a portfolio of clients. This position blends sales acumen, customer service expertise, and the ability to provide effective training to ensure clients maximize their use of our product and its new features. The ideal candidate will be proactive, customer-focused, and adept at handling both strategic and operational tasks to drive client satisfaction and product adoption. As a growing company, you will also ensure that our customers are central to our growth objectives.

The Role

As a key member of our Customer Experience Team, the Account Manager focuses on delivering an exceptional customer experience, retention, and growth. Key responsibilities include:

• Deeply understanding our customer base, target market, and product.
• Increasing customer usage of our product by understanding the unique requirements of each customer.
• Owning relationships with a specific set of customers.
• Driving growth and maximizing customer retention.
• Acting as the voice of the customer within the company.

Responsibilities

• Account Management: Develop and maintain positive working relationships with customers within your extensive portfolio. Plan and host regular strategic account reviews and growth plans.
• Customer Retention & Growth: Drive retention, renewals, upsells, and overall customer satisfaction.
• Training & Support: Create and update training materials to facilitate product adoption. Conduct regular account reviews to assess needs and provide solutions.
• Proactive Engagement: Meet with a set of top tier customers to create and maintain a strong customer relationship and understand any training gaps. Monitor product usage and engagement, providing proactive support to ensure clients fully leverage our product.
• Collaboration: Work closely with other customer-facing teams to ensure an exceptional customer experience throughout the lifecycle.
• Data Analytics: Monitor customer usage to understand success and failure drivers, working closely with the product team on enhancements.
• Billing & Invoicing: Collaborate with finance on billing and invoicing.
• Process Adherence: Adhere to and assist with the implementation of company processes and workflows.
• Metrics Tracking: Track and analyse key metrics related to account health, product usage, and client satisfaction.
• CRM Management: Manage customer activity through CRM tools (Salesforce).
• Product Knowledge: Develop a detailed understanding of our product and customers' individual experiences.

Other Responsibilities

• Sector Awareness: Maintain awareness and appreciation of care sector trends and changes.
• Continuous Improvement: Embrace a culture of continuous improvement and self-development.
• Privacy Compliance: Uphold the ethos of privacy by design, recognizing responsibilities in processing personal data.
• Team Collaboration: Commit to our culture of high-performing teams with a shared vision and focus on quality results.

Essential Skills

• 5+ years of experience in account management, with 2+ years in a senior account management role, preferably in a SaaS or technology company.
• Proven track record in managing client relationships and driving product adoption.
• Strong presentation and training skills, with experience in developing and delivering training programs.
• Excellent communication and interpersonal skills to effectively engage with clients, understand their needs, and build long-term relationships.
• Strategic thinking and problem-solving abilities to identify customer challenges, propose innovative solutions, and drive business growth.
• Strong negotiation and influencing skills to navigate complex customer relationships and achieve mutually beneficial outcomes.
• Analytical mindset with the ability to interpret data, extract insights, and make data-driven decisions.
• Ability to work independently and collaboratively in a team environment.
• Proficiency with CRM software (Salesforce) and other relevant tools.
• Ability to travel occasionally for client meetings and training sessions.

Desirable Skills

• Proficiency in Salesforce.
• Understanding of the Care Sector.

Benefits

• Competitive benefits package
• Private Health care
• 25 days holiday plus bank holidays and 3 days over the Christmas period
• Life insurance 3 x salary
• A dynamic and supportive work environment.
• Involvement in innovative projects that make a meaningful impact on the care sector.

We look forward to welcoming a dedicated and enthusiastic Senior Account Manager to our team, who is eager to contribute to our mission and support our clients in achieving their goals.

Please note that this is a UK based role and we are only able to accept applicants with the right to

live and work in the UK without the need for sponsorship. If you are on a visa and interested in

applying for this role, please contact us for further information.

If you have any questions, please email ***