Customer Account Manager

Summary

Join Iterable's growing team as a Customer Account Manager (CAM) and play a key role in expanding and retaining existing customer accounts. You will leverage your SaaS sales and account management expertise to drive renewal and expansion revenue, exceeding goals by developing strategic account plans and negotiating contracts. This role requires a deep understanding of Iterable's products and services, enabling you to effectively upsell and cross-sell to global brands. You will collaborate closely with the Customer Success team and other internal departments to ensure a seamless customer experience. Success in this position will be measured by achieving and surpassing expansion and renewal revenue goals and maintaining and growing our client base. Iterable offers a dynamic work environment and a comprehensive benefits package.

Requirements

• Possess Relevant SaaS experience in Sales, Account Management
• At least 6 years closing recurring revenue SaaS deals with Enterprise customers with business and technical stakeholders as a part of the buying process
• At least 3 years of experience selling to existing customers and driving successful contract renewals
• Exceptional technical aptitude with a passion for understanding our technology and communicating its benefits to both technical and non-technical customers
• Demonstrate a strategic mindset, with the ability to map and understand complex organization structures of global, multi-brand companies
• Can effectively connect Iterable's product capabilities with the customer's specific marketing challenges, demonstrating how our solutions can directly address and resolve these challenges
• Can conduct strong discovery with customers to assess value and impact
• Utilize discovery findings to identify opportunity and quantify value across all the products and channels that Iterable offers to customers
• Shows strong ability to multi-thread customer stakeholders, not just during deals, but through the customer lifecycle
• Are seen as marketing experts by our clients, capable of guiding them through complex marketing landscapes and offering innovative, data-driven solutions to enhance their marketing efforts
• Have a proven track record as a closer, confidently asking for business and discussing value and pricing
• Are inherently trustworthy, earning the respect and trust of both customers and colleagues
• Excel in problem-solving, demonstrating a proactive approach to overcoming challenges and achieving goals
• Are service-oriented, willing to go the extra mile for their clients
• Exhibit a proactive mindset, taking charge of the commercial plan and not waiting to take action
• Demonstrate the ability to thrive in an agile, evolving environment
• Show a willingness to experiment and iterate quickly
• Have an awareness of the bigger picture into which our Account Management function fits within Iterable plan for sustained success
• Are effective team players, collaborating well with others and prioritizing team success

Responsibilities

• Drive the entire renewal and expansion sales cycle, from pipeline management and pricing proposal creation to forecast management and final deal closure
• Develop strategic account plans aligned with both Iterable's goals and customer objectives, ensuring a high level of customer satisfaction and retention
• Proactively introduce new products, new channels, and new services to customers, understanding their unique needs, and providing customized solutions
• Execute win/win renewal negotiations to maximize contract value while protecting client relationships
• Collaborate closely with our Customer Success team and other internal departments to ensure a seamless and integrated customer experience
• Map out and understand the structure of global, multi-brand customer accounts to identify potential new business units, regions and use cases
• Identify and engage with influencers and decision-makers within these business units, building strong relationships that foster trust and open up paths to expansion
• Handle commercial inquiries and requests from customers, ensuring their needs are met promptly and effectively
• Work with leadership to test and optimize strategies for customer engagement and revenue growth

Preferred Qualifications

• Technical degree (Bachelors in Computer Science, Engineering, etc
• MBA
• Familiarity with enterprise email marketing and/or marketing automation solutions
• MEDDPICC, Value Selling, Command the Message Methodology

Benefits

• Paid parental leave
• Competitive salaries, meaningful equity, & 401(k) plan
• Medical, dental, vision, & life insurance
• Balance Days (additional paid holidays)
• Fertility & Adoption Assistance
• Paid Sabbatical
• Flexible PTO
• Monthly Employee Wellness allowance
• Monthly Professional Development allowance
• Pre-tax commuter benefits
• Complete laptop workstation