Account Manager - EMEA

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Description

Do you want to help retailers increase their sales and profitability online? Are you someone who likes to take initiative, be a go-getter exceeding expectations? Good news! 1WorldSync is looking for an Account Manager to join our team in the UK.

1WorldSync is the industry leader in product content management. With approximately 600 employees across the US, Brazil, Canada, France, Germany, Portugal, Switzerland, and the UK, we're seeking an Account Manager to support our growing global team.

Reporting directly to our Manager, Account Management, the Account Manager will need to be hungry to learn, comfortable delivering against ambitious targets, and championing the customer. You will be responsible for cultivating strong relationships with our clients, ensuring satisfaction, and maximizing their success with our products and services. You will serve as the primary point of contact for clients, advocating for their needs within the company and providing proactive ownership and support to drive retention and expansion opportunities.

As Account Manager at 1WorldSync, responsibilities include the following:

• Develop and maintain a deep understanding of your customers' objectives, challenges, and expectations.
• Collaborate both internally and externally to create delivery plans for short and long-term growth
• Cultivate and develop relationships across accounts. Connect with key stakeholders to ensure 1WorldSync is viewed strategically
• Gain in-depth knowledge of the SaaS product to effectively communicate its value and address customer inquiries
• Manage high caliber customer accounts, track their usage and adoption, and offer insights to optimize their utilization of 1WorldSync product and services across the portfolio
• Provide training and resources via webinars, guides, and documentation, to help customers use the software efficiently and reach their objectives.
• Gather and analyze customer feedback to relay insights to the product development team, enabling continuous product improvement.
• Take ownership of customer contracts and subscription renewals, working to ensure high retention rates and increase their Book of Business through expansion of service, cross selling and upselling
• Encourage satisfied customers become advocates for the product, and encourage their participation in testimonials, case studies, and referrals
• Forecast weekly and monthly on renewals, upsell, expansion and cross sell based on targets
• Develop and maintain customer health scores and metrics to identify at-risk customers and develop strategies to retain them
• Maintain regular communication with customers through emails, phone calls, meetings, and Quarterly Business Reviews to keep them engaged.
• Implement strategies to reduce customer churn and assist in developing win-back campaigns for previously churned customers.
• Stay updated on industry trends and best practices and competitive landscape to better serve and advise customers.

Required Skills and Experience:

• 5+ years customer facing and/or customer/account management experience
• Fluent English

Desired Skills and Experience:

• Proven track record of retaining and growing a book of business
• Clear and confident communicator
• Well respected, a trusted partner and somebody our customers will want to collaborate with
• Experience in customer facing/account management roles
• Excellent organizational, problem solving, time management and influencing skills
• Technically savvy and happy communicating software updates and product evolutions to your customer base
• Keep ahead of ecommerce trends and have an interest in the SaaS arena
• Genuinely care about your customers, and profound customer empathy and an ability to understand customer needs
• Team player

Benefits:

• Base salary + compensation plan
• A generous holiday policy, as well as company holidays and volunteer time off
• Private medical insurance
• Employee assistance program, including health and wellbeing support
• Contributory workplace pension plan
• Four time base annual salary life assurance
• Long term ill-health income protection
• Employee assistance program, including health and wellbeing support

Additional Details:

• This is a remote position, with requested occasional visits to 1WS offices.
• This role requires the candidate to have the authority to work in, and be located in the UK.
• This position requires up to 10% travel.

1WorldSync is an Equal Opportunity Employer and is committed to providing employees and applicants with an environment free of discrimination and harassment. All employment decisions at 1WorldSync are based on business needs, job requirements, and individual qualifications. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, gender identity, sexual orientation, national origin, family or parental status, veteran or disability status, or any other status protected by the laws or regulations in the locations where we operate.

1WorldSync will provide reasonable accommodations during the application process upon request as required to comply with applicable laws. If you have a disability and require assistance in this application process, please contact us at [email protected].