Account Management Team Lead - EMEA

At Innovative Systems Inc, the Account Management team serves as client advocate nurturing long term relationships and growth of account revenues through contract renewals and up-selling/cross-selling opportunities. As Team Leader, you will have personal responsibility for your own list of accounts and, provide team mentoring, training, and track and drive team achievement to meet or exceed client satisfaction ratings, account growth and revenue, (retention), and persistency targets. You will have demonstrated success as a strong client advocate who has consistently developed lasting account relationships. You will also have demonstrated your ability to effectively research your accounts; understand the nature of your client businesses, up/cross-selling products and services that have provided them with added value. This position provides excellent professional growth, opportunity, and challenge. You will be eligible to receive a bonus based on achievements of objectives and salary that is commensurate with the role and your experience. You will provide… Account Management

• Maintain and expand relationships with your customer accounts.
• Strive to achieve 100% renewal rates for all existing contracts, extend contracted terms for multiple years whenever possible, and identify opportunities to cross-sell and up-sell additional products.
• Maintain up-to-date awareness of the competitive landscape, regulations, and changing customer needs and provide insight to management.
• Identify, escalate, and keep management advised of ALL at-risk accounts as soon as you are aware; utilize all resources to protect the relationship and the revenue.
• Facilitate account status meetings with subject matter experts and all prior/current touchpoints of the troubled account e.g. EMT, sales, professional services, support, engineering, etc.
• Develop ongoing action plans and monitor collections and renewals.
• Keep impacted teams apprised of potential or existing customer issues through proactive communication as well as regular and ad hoc report generation.
• Ensure Client Relationships / Account Managers conduct regular "touchpoint" visits; accompany them when practical, especially for key customer visits.
• Maintain knowledge of newly acquired accounts and have oversight for ensuring they are appropriately transitioned, visited, and tracked in the Account Management files and other relevant systems.
• Develop and design customer centered communication programs and processes.
• Proactively obtain references for prospective clients, industry analysts, and user advisory boards
Team Guidance and Mentoring
• Serve as a role model leading the team by example; provide day-to-day guidance and mentoring.
• Ensure goal of superior customer satisfaction for every client.
• Provide oversight ensuring consistent handling of accounts and following of policies and practices by all.
• Work collaboratively with the team to understand challenges and to develop new/improved policies, practices, and workflows that facilitate greater productivity, account growth, and client satisfaction.
• Provide guidance to team members in developing account strategies and compelling and professional customer written/oral communication.
• Foster culture of personal and team pride to meet/exceed goals and targets.
• Motivate individuals and the team to succeed and be the best that they can be.
• Foster culture of win-win collaboration within account management and across other teams (sales, professional services, etc.)
• Develop and grow skills of new and experienced Account Managers; work with other departments in developing and providing needing training.
• Provide and ensure UX, Product Management, and other impacted teams and management receive timely feedback on customer usability, their feedback and concerns including any product deficiencies so client satisfaction, account growth and revenue is protected and expanded.
• Maintain awareness of potential for and existence of all at-risk accounts; ensure that management is fully knowledgeable of the potential and/or existence of any risks; and guide team members in putting together effective and well-planned account review meetings with all prior/current account touchpoints to mitigate risk of loss and to develop strategies for saving the account.
• Keep your manager and SVP-US & CRO regularly apprised of account and team activity, challenges, and needs.
• Communicate potential and active client issues and/or client impacting issues to direct manager, senior leadership (including CRO/EMT), and other impacted internal stakeholders to create awareness and proactive development of solutions to continually drive superior client satisfaction and success.
Procedures, Tools, and Reporting
• Ensure consistent and timely use across the team of all available tools, including Salesforce.com.
• Ensure team maintains up-to-date customer contact and status records in Salesforce; monitor the timeliness and accurate input of Innovative' s Account Management tracking systems.
• Provide weekly reports to management regarding the status of contract renewals, account collections, cross-sell activities, and important customer issues.
• Keep all impacted teams apprised of potential or existing customer issues through proactive communication as well as regular and ad hoc report generation as requested by Innovative Systems.
• Provide reports to manager, SVP-US and CRO on NNR sales and extensions, marketing YTD, customer losses, revenue increases, and other metrics as requested.
  
  Bachelor's Degree or equivalent.
• Three - five years progressive experience in customer success/account management with proven success in consistently exceeding goals.
• Proven success in turning challenging customer situations from lemons into lemonade.
• Proven success in building positive and collaborative relationships with individuals and teams.
• Proven ability to effectively prioritize and manage multiple tasks/projects.
• Prior successful client relationship building and with successful negotiating experience.
• Proven evidence of developing and implementing thoughtful and effective solutions.
• Proven ability to understand and dispel technical concepts to various audiences.
• Knowledge and understanding of Innovative System's suite of products.
• Prior experience with Salesforce.
• Willingness to travel approximately 15 - 40%