Account Manager

ControlUp is growing and we have ambitious plans for 2024! To support this growth, we are looking for a talented Account Manager to support the existing team working with our customers in the UKI region.

About Us

A successful and fast-growing company, ControlUp is reshaping IT Operations by helping this function deliver a world-class Digital Employee Experience (DEX). With Over 1800 customers worldwide, ControlUp’s mission is to dominate the DEX category with our suite of products that provide real-time analytics and remediation capabilities that support employees interacting with any application, on any device, anywhere.

The Role

The Account Manager is responsible for achieving renewal revenue targets through proactively engaging with customers, In this role, you will work closely with our customers and partners to negotiate and execute renewal contracts. You will support the team in maintaining high renewal rates and identifying growth opportunities.

Who we’re looking for

The successful applicant will be a ‘people person’ first and foremost. Exhibiting exceptional communication and multi-tasking skills, you will have the ability to move quickly from eliciting and understanding customer motivations to developing win-win sales strategies backed by good product knowledge and a deep understanding of how to position value.

You will be used to working across a large portfolio of customers in a fast-paced environment where you thrive on taking advantage of the opportunities that change presents and contributing to the growth and development of the team and business. You enjoy working collaboratively and possess a strong team working ethic which encourages putting the needs of customers at the forefront of all that you do.

As someone with tremendous commercial acumen, you will use your interpersonal skills to build and develop enduring relationships with customers and partners, acting as their trusted advisor for all matters relating to ControlUp. Internally, you will develop strong partnerships across the business, including UKI-based team members as well as peers across the globe, as you seek to pool knowledge to deliver the best outcomes consistently. 

Responsibilities:

• Develop a trusted advisor relationship with customers across multiple business segments
• Support customers and also act as their CSMs through the entire lifecycle (onboarding, mid-subscription engagements, and end of term renewals) to achieve renewal targets
• Develop and execute effective account control strategies for larger accounts in conjunction with the Sales team
• Work closely with customers to identify expansion opportunities taking advantage of both cross-selling and up-selling motions
• Have a complete understanding of pricing and licensing models
• Develop and maintain a high level of knowledge across the range of solutions ControlUp provides as they pertain to customer use cases and value
• Create and issue renewal quotations
• Forecast renewal opportunity statuses
• Track and expedite purchase orders
• Maintain accurate data in Salesforce.com regarding customer renewal information, renewal status, and renewal reports
• Provide accurate reporting specifically for Late Renewals and Churn, including reasons for cancellation that are used for analysis
• Build and maintain beneficial, positive relationships internally with the other account team stakeholders (Customer Success, Professional Services, Sales, Channels & Alliances team members
• Build and maintain beneficial, positive relationships externally with Channel Partners, Resellers, and Distributors.

Skills:

• Excellent interpersonal skills and ability to build trusted relationships with individuals at all levels of an organization
• Ability to consult, identify, and understand customers' needs and articulate the value of a potential solution for them, including positioning new products as part of expansion
• Commercially astute, with an ability to structure deals that meet the goals of both customer and our business
• At least 2 years of experience as a Renewals Specialist, Account Manager or quota-carrying CSM in a SaaS business
• Deeply customer-focused, with a passion for delivering superlative customer service
• Excellent written and oral communication skills, including presentation skills
• Process-oriented, with the ability to build and maintain accurate forecasts
• Deep analytical and problem-solving abilities
• Refined organizational and time management skills
• Fluent in English

Preferred Experience / Qualifications:

• Experience working in or with organizations that have large IT departments
• Knowledge of IT Operations with exposure to Microsoft/Citrix/VMware VDI technologies
• Familiarity with DEX and how to position its value
• MEDDIC/MEDDPICC certified
• Experience of working in or with IT operations
• Experience working with SalesForce