Rategain - Account Manager - SaaS

Reports - Vice President – Strategic Alliances

Position Summary

The AM will oversee the Hospitality Accounts gained through the Strategic Alliances team.

- This individual should be an expert in all things related to account management, commercial relationship management, account sales, upselling, record keeping, project delivery co-ordination and facilitation of client requests.

- The position collaborates with the departments of Engineering, Product Management, customer Support, Sales, Accounts and human resources to achieve and deliver the best customer experience in terms of commitments, renewals and regular usage.

- The person should be experienced in terms of recognizing commercial opportunities and forthcoming in regard to discussing this by establishing several contact points within every (existing) account.

Responsibilities

Ultimately, the job of the AM is to think like a solution provider

- Top class customer service to be offered for all accounts. This may include customer support, training and localization issues.

- Ensuring all required client expectations is met.

- Frequent calls with multiple touch points within every enterprise account to service the account in a holistic manner

- Conducting ongoing usage analysis to gauge product stickiness and effectiveness. Gathering data and handle analytics (or supervise those who do) and make recommendations based on those results.

- Leveraging market data to develop / enhance the current business relationship

- Conducting periodic audits and collect positive feedback for marketing purposes

- Ensuring consistent global experience and implement appropriate localization/translation strategies.

Success Criteria

The AM is measured on the continual improvement of commercial and satisfaction terms with the accounts being managed:

- Positive feedback.

- An increase in defined customer engagement metrics

- Growth of subscriptions

- Growth of product requirements / upselling higher versions

- Social media positive sentiment feedback from customers

- Direct customer feedback and survey data.

- Identifying up-sell and cross-sell opportunities through content analysis, and deploying content assets for higher conversion rates.

Experience and Education Required

- Experience in dealing with (selling/account management) SaaS (IT) products in the past

- Hospitality background would be an added advantage

- MBA/BBA background preferable

Total Experience – 2-4 Yrs

Kindly send me your profile with details below at gaurav.pathi@rategain.com

Current CTC:
Expected CTC:
Notice Period:

Gaurav