Global Account Manager

· Converting enquiries that come into our Global business, by identifying early in our process the optimum solution the business can offer to a problem or need

· Delivering excellence in onboarding new customers to improve satisfaction, focus on individual customer requirements and maximise our product(s) usage

·Retention of customers during the subscription cycle and recruiting lapsed clients

• Be the main sales conversion professional in the Global business
• Assume the role of Global Brand Ambassador for all points of contact
• Manage every enquiry that comes into the business and quickly identify:
  • The need of the potential customer
  • The best title / report / service level for each enquiry
  • Additional product / service options
  • Potential upsell opportunities
• Build a “playbook” of best practice to share with other sales professionals including:
  • Call scripts
  • Pre-sale demo scripts
  • Conversion emails
• Manage Hubspot as part of the initial conversion pathway and build high performing, measurable sales funnels to increase conversion
• Build an “objections repository”. Help other departments understand why enquiries are not converting and what we can do to overcome any issues identified
• Enter orders and perform other administrative tasks as required.

• Continue as point of contact and product support for all new customers
• Account manage all new conversions onto the platform and product, including:
  • Onboarding product demos built to pre-qualified needs
  • Ensuring all user seats are allocated, per account
  • Ensuring initial usage of platform
• Identify “slow and low use” customers and each month identify:
  • Customers that have ceased interaction
  • Customers that have users that need to be replaced with new users
  • Customers that have missed features of the platform
• Identify upsell opportunities throughout access period and build:
  • A stable upsell funnel based on dynamic usage evidence
  • Opportunities to talk customers about alternative product options
• Develop an “Upsell Playbook” of best practice to extract most value from every customer including maximising product module subscriptions
• Work with IT to develop the requisite systems to deliver the insight required to achieve the above
• Obtain/develop testimonial and case study opportunities from customers

• Ensure all customers approach the final month of their subscription having used the product at least once in the last month
• Ensure all customers have had at least courtesy correspondence (call, Teams, email) in the month prior to subscription anniversary
• Build a 4 week retentions funnel with Marketing to ensure smooth transition between subscription period and maximum retention
• Capture all objections and cancellations for analysis
• Manage the invoicing process and assist with Accounts Dept. on debt collection
• Build and manage a recapture funnel with Marketing, to re-engage lapsed customers on a four week, post lapsed process and on anniversary
• Account manage all re-engaging customers
• Develop a “Retentions Playbook” to assist others across the business

·       Proficiency in Hubspot or similar marketing automation / CRM platform

·       Excellent MQL to SQL conversion skills

·       Ability to spot opportunities to upsell

·       Unique ideas as to what an account management role requires in 2023

·       Building automated engagement funnels for customer marketing communications

·       Customer orientated mindset; a genuine commitment to the customer

·       An ability to build relationships with customers remotely

·       Ability to identify and understand each customer’s behaviour and needs quickly and offer the best solution

·       Ability to manage a CRM and prospect list

·       Outstanding account management skills

·       Excellent communication skills, written, digital and verbal

·       Ability to take initiative to solve problems, and take responsibility for own workload

·       Ability to analyse data platforms and metrics to identify opportunities with both new and current customers

·       Ability to multi task, prioritise & manage time effectively

·        Attention to detail

·        Team work

·       Able to learn but also teach others. We want best practice across all department

·       Proven track record of successfully delivering sales / financial / customer targets

(if applicable)