Customer Success

Account Manager

England Full time Posted on

About Us

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 colours and connect with each other – putting a sense of belonging at the heart of any company culture

  • Disruptive SaaS Organisation
  • Series A funded $45M
  • Offices in Israel, US and UK

About You

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.

What will you do?

  • 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 up-sell conversations
  • Work closely with our customers with the drive to help them change their work place 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

You’ll be great for this role if you have

  • At least 2 years SaaS Account Management or CSM experience
  • At least 2 years of owning EU book of business with targets on net retention with main KPIs on low churn and expansions: Upsells & cross-sells
  • Experience working in B2B (client-facing) role
  • A passion to learn the products’ functionality, and you’re tech-savvy
  • 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
  • An HR or HRM background – advantage
  • French, German or any other additional language proficiency – a huge advantage

*** When applicable: Our employees work hybrid – at least 2 – 3 days a week from the office