Customer Success

Account Manager (Customer Success)

London Full time Posted on

Hibob is a vibrant, dynamic, happy place to work at. A start-up with an amazing culture, and bright and resourceful people in London, with head-quarter in Tel-Aviv. It is a cloud-based people management solution. The platform ‘bob’ brings work to life. bob offers a beautiful way for employees to show their true colors and connect with each other – putting a sense of belonging at the heart of any company culture.

About the role

We are looking for an experienced, energetic and positive Account Manager. You will have great interpersonal skills as well as a strong bias towards excellent client service. You will be analytical and have great organisational skills. You will have experience in account management & customer service in a tech/SaaS based business.

Responsibilities

  • Build and execute an account specific relationship framework inclusive of regularly scheduled status calls, quarterly business reviews, account documentation, reference management and account planning sessions
  • Manage a portfolio of accounts with a focus on renewals and upsells conversations
  • Work closely with our customers with the drive to help them change their workplace and achieve their business goals
  • Become a trusted advisor and ambassador of change in our customers’ workplace.
  • Become the customer advocate in Hibob, collaborating with our Product, Development, Marketing and Sales teams
  • Protect existing revenue streams, identify opportunities and risks.
  • Assess client health and develop strategies to mitigate churn
  • Meet net retention and CSAT/NPS KPIs through data driven analysis, planning and execution
  • Establish and maintain relationships with key stakeholders, strategic account planning and promote internal advocacy

Requirements

  • At 2 years SaaS account management or CSM experience
  • A passion to learn the products’ functionality, and you’re tech savvy
  • An HR or HRM background – advantage
  • Experience of accurately forecasting and hitting revenue targets
  • A desire to work in a fast-paced startup environment
  • A strong work ethic, integrity and desire to succeed
  • Executive project management skills and able to communicate effectively across the C-suite
  • Experience working with Salesforce & Web-based technologies
  • Experience with Intercom, Slack, Quicksight, Zendesk, Airtable – advantage