Job Description

Job CategoryCustomer Success Group

Job Details
Senior Manager, Account Management ANZ

Account Managers are the ultimate client advocate. Your mission should you choose to accept it is apply a consultative approach to help our clients fully leverage Datorama a Salesforce company to achieve their marketing outcomes. Account Managers own the client journey post-sale. You will be responsible for communication with our client decision makers and cross-functional internal teams throughout the implementation process, onboarding and completion of each milestone use case.

Account Managers employ strong project-management skills to ensure Datorama is effectively deployed and meets the specification scoped and expectations of the key stakeholders. The Account Manager is then responsible for ensuring that Datorama proliferates throughout the organization -- this could mean expanding to new business units, geographies, or most importantly new use cases. The Account Manager will partner with the Client Success Manager to design a quarterly roadmap for the customer. This roadmap will capture the client's business goals and the execution plan.

Account Managers need to build strong working relationships with clients and proactively support activities that promote overall customer satisfaction, increased product adoption, renewals and upsells. In this role, you will work with cross-functional teams including Sales and Client Success to drive usage that in turn delivers true value for our clients.
+ Establish consultative and trusted relationships with Datorama clients
+ Ensure client expectations are exceeded consistently
+ Transition new clients into the company seamlessly and create consistent delivery process across all clients
+ Understand client business goals and translate into execution plans
+ Conduct quarterly business reviews and check in points with key clients
+ Phenomenal communication skills and organized project management
+ Elicit client feedback to act as internal advocate for our clients
+ Communicate regularly with the customer to evaluate satisfaction and value delivery
+ Drive value and in turn upsell opportunities into Datorama’s existing client base
+ Develop best practices and process strategies across teams
+ Drive planning sessions to ensure client is able to fully leverage Datorama to meet their performance and operational efficiency goals
Requirements
+ Digital marketing experience
+ Experience in people leadership, mentoring and creating an inspiring environment
+ 5+ years of proven success managing client relationships in digital/SaaS technology or consulting experience in high-tech or advertising/marketing environment
+ Strong drive to make clients successful
+ Demonstrated success working with agency customers and growing their business
+ Solid commercial and financial awareness of complex measurement and metrics for customer retention and upsell
+ A true passion for delivering a ‘best-in-class’ customer experience
+ Superior client service and relationship skills
+ Strong analytical and problem-solving skills
+ Ability to thrive in a fast-paced environment with tight deadlines
+ Previous commercial experience within the SaaS sector will be plus
+ Deep expertise in data analytics will be plus
Salesforce.com and Salesforce.org are Equal Employment Opportunity and Affirmative Action Employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Headhunters and recruitment agencies may not submit resumes/CVs through this Web site or directly to managers. Salesforce.com and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce.com and Salesforce.org will not pay fees to any third-party agency or company that does not have a signed agreement with Salesforce.com or Salesforce.org
Posting Statement
Salesforce.com and Salesforce.org are Equal Employment Opportunity and Affirmative Action Employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Headhunters and recruitment agencies may not submit resumes/CVs through this Web site or directly to managers. Salesforce.com and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce.com and Salesforce.org will not pay fees to any third-party agency or company that does not have a signed agreement with Salesforce.com or Salesforce.org.
Salesforce, the Customer Success Platform and world's #1 CRM, empowers companies to connect with their customers in a whole new way.
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