Strategic Account Manager - Liverpool, United Kingdom - Angel Solutions

Description

The role of Angel's Account Management Team is to create a culture of customer happiness. We are committed to providing proactive, strategic, and highly personalised support to our customers in the education sector. Through regular contact, support, training and account management, the priority is implementing and embedding our products to reduce staff workload in schools and Multi-Academy Trusts nationwide. We want to make things better.

The long-term relationships we build will contribute towards referrals and creating new business opportunities.

Job Requirements

We seek a Strategic Account Manager with a proven track record in SaaS account management and line managing a team. You will have a deep understanding of the education sector and will ideally have experience working in Edtech. You should be passionate about working with larger organisations and will be responsible for working with our Multi-Academy Trust customers, dealing with complex issues and delivering exceptional customer experiences. We are looking for someone with:

Essential:

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

Desirable:

• Ideally, you will have previous experience in a similar Edtech role.
• Experience in event management.

Day-to-Day Role

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

• Managing the day-to-day of the Multi-Academy Trust team.
• Collaborating closely with MAT school account managers to drive product usage of our school products.
• Conducting regular meetings and PDPs with members of your team to help get the most out of your people.
• Leading customer "kickoff" calls to set expectations, determine priorities and discuss their implementation plan.
• Understanding customer requirements, facilitating customer onboarding, delivering product training, promoting product adoption and retention, and ensuring ongoing customer satisfaction.
• Being a crucial point of contact and trusted advisor for our Multi Academy Trust customers, maintaining consistent contact and supporting them through their customer journey with us.
• Managing customer expectations, especially when it comes to product development.
• Working with SLT and Trust Executive teams and users at all levels to ensure they are on track with their goals and desired outcomes. You will be able to resolve issues, confidently engage with our customers and intervene where necessary to turn any experience into a positive one for our customers.
• Taking a proactive and strategic approach to engage Central Trust teams with our software, ensuring they derive maximum value through advice and guidance at every customer journey stage.
• Continually monitoring and measuring the performance of each account, keeping track of key account metrics and KPIs.
• Leveraging real-time data intelligence to proactively intervene in accounts where product usage could be improved and deliver optimal support.
• Creating 'At risk' action plans for accounts you are concerned about.
• Creating strategic plans and proposals.
• Using our 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 successfully renew their contracts and negotiate price increases where relevant.
• Logging product feature requests as and when they come up.
• Representing the customer in product development meetings.
• Gathering testimonials from our customers to share with the marketing department.
• Building strong, long-term customer relationships to foster advocacy that generates new business leads.
• Maximising event attendance for any onsite/online events we are hosting.
• Actively looking for opportunities to upsell other products to our Multi Academy Trusts.
• Keeping up to date with news in the education sector that may impact our strategic decisions, e.g., changes to the Ofsted framework.
• Initiating and leading change, influencing internal stakeholders to strive for continued improvement in how things are done, and refining processes.
• Becoming an enthusiastic brand ambassador for Angel Solutions and contributing your innovative ideas to the team.
• Thriving in a collaborative and supportive team environment, working towards clear objectives.

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.

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.