Account Manager (SaaS)

We are looking for an exceptional person to join our team as our first dedicated Account Manager. Here at Deskpro, we make a helpdesk platform; i.e. we make the software (SaaS) that thousands of other companies use themselves to provide customer support to their users.

You will be responsible for maintaining and growing enterprise level accounts, upselling customers to higher-plans and reducing churn. Our software is used by companies and organisations such as Microsoft, HMRC, Panasonic, NHS, P&G, Pure, Hotel Chocolat, Vodafone and more.

This role is a great opportunity for someone who is a great communicator, loves working with customers, is commercially savvy and enjoys the fast paced world of SaaS. We are looking for someone with 2 - 3 years previous experience in an account manager role ideally at a B2B software company, and wants a new challenge at a profitable and growing software startup.

For more information, you can visit our Careers page

What will you be doing?

• You will be working alongside the Sales and Support teams to help improve customer satisfaction by interacting with customers across a variety of projects and to ultimately reduce customer churn.
• Providing account management to Professional and Enterprise level customers.
• Directly reporting to the Commercial Manager and being responsible for tracking overall customer happiness on a daily basis.
• Speaking with customers, working with the marketing team to help create case studies for the website.
• Implementing new processes for customer success and upselling new revenue streams, such as Client Services.
• Implementing strategies to help reduce customer churn.
• Working closely with customer support team to ensure things are resolved quickly and feedback goes to product team.

Requirements

• You will have had at least 2 - 3 years experience working in an account management role, ideally in a B2B software company.
• Have great commercial awareness and ability to learn about customers quickly
• Be a curious problem solver, willing to experiment with creative ways of keeping our customers happy
• Be very good at communicating over the phone, email and other channels
• Be able to care about customers alongside understanding the goals of customer success
• Be excited to work in a fast paced environment, with an ability to pivot and execute on projects quickly

Benefits

• Competitive Salary £40k - £45k + OTE bonus + Generous Share Options
• We are a friendly startup-team based in central Wimbledon, 3 minutes walk from the mainline train-station.
• Fantastic transport links (train, District and Northern line tubes, buses, trams), all within 3 minutes walk.
• 2 minute walk from shops, restaurants, pubs and gyms.
• A chance to truly feel part of a growing company, with generous share options.
• Lovely new offices, BBQs in the summer, Monday team breakfasts and Friday lunches. Unlimited coffee, tea, soft drinks and snacks with beers for Friday afternoon.
• A mixture of autonomy over your role and real responsibilities to the team and business.
• ThinkCentre & 2 x 4k Monitors, ergonomic chair & sit-stand desks as standard.
• BUPA Private Healthcare & Cash Scheme, Pension Scheme, Bike storage, Season ticket loans, Reduced gym membership, Cycle to Work.

For more information, you can visit our Careers page

No recruiters or agencies please.