Account Manager, Redwood City, US

Business Unit: Commercial

Location: Home Based

Contract Type: Permanent/Full Time

Closing Date: 31 March 2019

Account Manager, Redwood City, US

The Role…

Working within the sales team, the Account Manager will work hand in hand with nominated customer accounts to ensure GBG deliver exceptional value, are seen as a trusted partner and that sales revenues are maximised.

The targets attributed to the role are revenue, NPS Scores, activity (client phone calls and meetings), attrition and cross sell/upsells.


What you will do…

Working within the sales team individually and collectively, you will consistently exhibit the highest levels of professionalism, integrity and honesty combined with a strong work ethic and desire to succeed.

Account strategy and planning
• Work with the customer to understand their existing and future requirements, business challenges and aspirations, translate this into a joint account plan
• Research and gather information on the customer segments related to the accounts you are working with
• Work with the marketing team to ensure regular and relevant communications go out electronically to the customers
• Keep up to date on the product portfolio of GBG and develop more detailed knowledge of the product set relating to your nominated customers
• Understand the commercial opportunities within each customer, both within the current budget cycle and the subsequent three years, translate this into a revenue plan

Account Management
• Be the single point of contact for the customer, using a consultative approach and bringing in subject matter experts where required, to ensure the customer is excited about our technology and what it can do for them
• Ensure customers know how to quickly get responses to their questions and work with them to resolve any escalated issues
• Respond to any complaints or detractor feedback from the NPS survey
• Support customers through the renewal process, working with legal, finance and on-boarding teams across GBG as required
• Create opportunities for upsell and utilise resources across GBG where necessary to generate incremental revenue
• Identify opportunities for cross sell and refer these to the relevant GBG team

Reporting & Data
• Ensure all data relating to your customers is accurate in CRM
• Ensure all opportunities and activities are logged in CRM and accurately updated through the sales and/or renewal cycle
• Provide reports and insight in response to questions from the sales management team

Delivering the sales results
• Achieve incremental revenue and renewal targets, with an expectation of 30% growth in accounts over your portfolio
• Provision of accurate and timely management reporting of sales forecasts, pipeline, platform and performance
• Improve and exceed target NPS and CSAT scores for nominated accounts

Success Measures
• Review NPS scores as measured at point of customer contract signature and work with Customer Experience team to address any issues highlighted, leading to a year on year improvement in NPS
• Seek to minimise customer attrition, ensuring attrition targets are at least met
• Ensure activity meets or exceeds Standards of Performance as agree with line manager
• Ensure Cross sell/ upsell target is met
• Ensure incremental Revenue/Margin and renewal targets


To enable you to be successful, we are looking for…

• Experience in a B2B business development environment or a professional services environment where you can prove a strong commercial element
• Demonstrable success in winning deals utilising a consultative and value sales approach, demonstrating a personal record of accomplishment of multi-level, multi-stage solution selling
• Have worked with similar technology organisations and ideally have experience of the sectors your customers will be in
• Excellent communication and presentation skills, be self-motivated with the ability to work either independently or within a team, be analytical in problem solving and have the ability to translate business needs into the most appropriate solution
• Demonstrated continuous high activity and business acumen at C level to accelerate business development to drive fast and profitable sales growth
• Strong awareness of the business software solutions for the Identity Management marketplace, ideally within a data services environment
• Experience of justifying the value of all resources requested internally to win and deliver a project, and the ability to inspire and motivate in-house teams
• Understanding of the process of planning a business development strategy, targeting prospects and planning appropriate approaches
• Customer focused individual with a drive to ensure customers have and continue to have a great Customer Experience when dealing with GBG
• Knowledge of contract negotiations and ability to negotiate at this level with procurement
• Degree level education or equivalent qualification is desirable



A current passport and full, current driving licence is essential, as extensive travel may be required

Apply now