Head of Account Management – SaaS, CX, VoC

Head of Account Management team

Salary range:            £60,000 – £70,000, OTE £100,000 plus £7k CA.
Sector:   Customer Experience Management, CX, Voice of the Customer (VoC), Feedback Management, Response Management, multi-channel, messaging, Customer Interaction, Contact Centre

Our client is an innovative International software house with c. 100 UK staff and revenues approaching £20m in ARR all delivered via a SaaS model.   They have tripled in employee size in last 5 years and plan a net 10% staff increase in the UK this summer. The UK sales team is well established with a Sales Director and 4 teams: new business sales, major accounts, account management, a telephone based Business Development team and Marketing / Demand Generation function and a Customer Success team in addition. With the current FY ending soon they have signed a record number of new logo accounts this FY and achieved record revenues.

Application areas include Customer Experience Management and specifically

  • Multi-channel messaging > (IVR, 2-way SMS, Email, Mobile Apps) – with the purpose of:
  • Feedback Management > + Sentiment Analysis (Natural Language and AI engine) delivering powerful Voice of the Customer (VoC) apps 
  • Reporting and MIS, + integration to enterprise CRM like Salesforce
  • Delivering Insight > leading to pro-active next stage customer communication and engagement, campaigns etc.
  • Associated apps and tech. via integrated partners
    • Web interactivity,  Live-Chat, Knowledge Management, Self-Service, Intelligent FAQs(?)

Other

It’s all delivered in a SaaS model
Typically £100k – £200k TCV deals where they generally seek 2 year contracts, then up and cross sell.
Team target inc personal goals c £2m ARR

What we are looking for:

  • A ‘Player Manager’ who will have a strong background as an Account Manager of SaaS application sales, and who can show experience and capability in mentoring, developing, leading and directing the activities of a small team of account managers (currently 4)
  • You will need to deliver in a small selection of your own directly managed accounts (with a pro rata more modest personal target)
  • Account Management / sales track record with good solid consistency of evidence of deals done and performance achievement
  • SaaS model application sales
  • Ideally CX, Customer Engagement, Customer Interaction, Feedback and Response Management apps sold via a SaaS model
  • Wider CRM and associated apps would also be acceptable
  • An enterprise ‘application solution’ sales approach with a complex sales cycle, multiple stake holders and influencers across a business and not just IT etc.
  • Not hardware or infrastructure

 

 

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By | 2018-06-15T16:48:14+00:00 June 15th, 2018|Comments Off on Head of Account Management – SaaS, CX, VoC

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