Account Manager - Liverpool, United Kingdom - Angel Solutions

Description

We are seeking an experienced Account Manager with a proven track record in SaaS account management. You should be passionate about delivering exceptional customer experiences and have a proactive approach to account management. We are looking for someone with: and nbsp;

Requirements

Essential: and nbsp;

• 3+ years of SaaS strategic account management experience, with a demonstrated ability to handle complex accounts. and nbsp;
• Experience of delivering product and nbsp;online/onsite training and nbsp;
• A history of and nbsp;generating leads and fostering new business opportunities. and nbsp;
• Strong technical skills, including proficiency in tools like and nbsp;Excel, CRMs, Zoom, Teams, Trello, and Slack. and nbsp;
• A and nbsp;critical mind and nbsp;and ability to solve problems. and nbsp; and nbsp;
• A passion for delivering a and nbsp;first-class customer experience and nbsp;resulting in consistent, repeatable business. and nbsp; and nbsp;
• Experience in and nbsp;strategic thinking and nbsp;to map out and execute a proactive customer journey. and nbsp;
• The ability to and nbsp;prioritise a demanding workload and nbsp;and manage your time.
• Excellent verbal and written communication (English).
• A and nbsp;UK driving license, and nbsp;as some travel may be required for this role. and nbsp;

Desirable: and nbsp;

• Ideally, you will have previous experience in a similar and nbsp;Edtech role. and nbsp; and nbsp;
• A deep understanding of the and nbsp;UK Education system and nbsp;

Day-to-Day Role

As an Account Manager, you are pivotal in driving our strategic plan and ensuring the success of our Schools and Multi-Academy Trust clients. Your responsibilities include: and nbsp;

• Leading customer "kickoff" calls and nbsp;to set expectations, determine priorities and discuss their implementation plan. and nbsp; and nbsp;
• Understanding customer requirements, facilitating customer and nbsp;onboarding, delivering product training, promoting product adoption and retention, and nbsp;and ensuring ongoing customer satisfaction. and nbsp;
• Promote and develop and nbsp;"good practice" usage. and nbsp;
• Being a crucial point of contact and trusted advisor for our and nbsp;customers, and nbsp;maintaining consistent contact and nbsp;and supporting them through their journey with us. and nbsp; and nbsp;
• Managing customer expectations, and nbsp;especially when it comes to product development. and nbsp; and nbsp;
• Monitoring your own portfolio and nbsp;of customers by measuring the performance of each account and keeping track of key and nbsp;account metrics and KPIs. and nbsp; and nbsp;
• Taking a and nbsp;proactive and strategic approach and nbsp;to engage customers with our software, ensuring they derive maximum value through advice and guidance at every customer journey stage. and nbsp;
• Leveraging real-time data intelligence and nbsp;to proactively intervene in accounts where product usage could be improved and deliver optimal support. and nbsp;
• Creating 'At risk' action plans and nbsp;for accounts you are concerned about.
• Using our and nbsp;CRM database, ACT, daily to maintain Account Plans and keep accurate records of customer conversations, tasks, and opportunity updates.
• Liaising with key customer stakeholders to and nbsp;successfully renew their contracts and nbsp;and negotiate price increases where relevant.
• Collaborating and nbsp;closely with the other account managers to and nbsp;contribute to the overall strategy for customer retention.
• Working with SLT and Trust Executive teams and users at all levels to ensure they are and nbsp;on track with their goals and desired outcomes. You will be able to and nbsp;resolve issues, confidently engage with our customers and intervene where necessary and nbsp;to turn any experience into a positive one for our customers.
• Logging product feature requests and nbsp;as and when they come up.
• Gathering testimonials and nbsp;from our customers to share with the marketing department.
• Building strong, long-term customer relationships to and nbsp;foster advocacy and nbsp;that generates new business leads.
• Maximising event attendance and nbsp;for any onsite/online events we are hosting.
• Actively looking for and nbsp;opportunities to upsell and nbsp;other products to our customers.
• Keeping up to date with and nbsp;news in the education sector and nbsp;that may impact our strategic decisions, e.g., changes to the Ofsted framework.
• Becoming an and nbsp;enthusiastic brand ambassador and nbsp;for Angel Solutions and contributing your innovative ideas to the team.
• Thriving in a and nbsp;collaborative and supportive team environment, working towards clear objectives. and nbsp;

Personal Development

You will also be expected to update and maintain your own Personal Development Plan (PDP) on a quarterly basis as part of our performance management process which allows for regular one2one discussions around your development at Angel Solutions. and nbsp; and nbsp;

The PDP will touch on your development, other skills and training required for development within the role in line with Company Objectives and development around softer behavioural skills as outlined in our "Angel Way."

Benefits and amp; Culture

We know we're biased, but we really do think Angel is a great place to work

• Hybrid Working: We will support you to work wherever you work best, at home, in the office, or both
• Your Birthday Off: In addition to Annual Leave allowance
• Regular Finish Early Fridays: as a reward for all your hard work
• Innovation Days: Time to get away from "normal" and work differently
• Ongoing Training and amp; Qualifications: Learning is at the core of who we are
• Creative Office Space: We have a ball pool, swings, popcorn machine, a gypsy caravan...
• Surprise Treat-Days: Park fun days, meals out, workshops... who knows what's next?
• Parental Leave: Maternity, paternity and adoption leave from day one
• Dependents Leave Allowance: Time off if your child / family member is poorly
• Private Medical Insurance: Because we want to know you're looked after
• Christmas Shutdown: In addition to annual leave allowance. We love Christmas and it's a great time to rest and recharge those batteries

What We Do at Angel Solutions...

Angel Solutions creates pioneering web-based software that serves the education industry (teachers, leaders, school improvement officers, education data analysts and more). Most of our products are designed to save people time and deliver powerful data analysis, but that's not all we're about We also strive to be creative and innovative in everything we do, and want to remain a friendly, close-knit team even as the company continues to grow.

The role of Angel's Sales Team is to raise awareness of our well-respected and sought-after brand. Through regular innovation, the sales team's priority is to implement software and services that have an high impact on workload, learning and staff development in schools nationwide.