Account Manager

Application Deadline: 30 August 2024

Department: Customer Success

Location: Remote, UK

Description

YOUR OPPORTUNITY

As an Account Manager, you will be the driving force behind our clients' success, helping them explore the limitless possibilities within their InMoment programmes. Account Managers are responsible for delivering on client post-sale experience with excellence, ensuring clients get tangible value from their technology investment with InMoment. They are the overall leader of client engagement - from implementation to renewal. This opportunity is open to someone looking for work life balance, we require a minimum work commitment of 30 hours a week.

Who We Are

At InMoment, we #OwnTheMomentsThatMatter. We believe every moment offers a new opportunity to make an impact. In every interaction, whether it is personal or professional, we are intentional and we take deliberate action to make the lives of our families, teammates, clients, and community better. As you join InMoment and its brands (ReviewTrackers, Lexalytics, and Wootric) you join an industry-leading company who is dedicated to improving experiences and helping businesses take actions through an integrated CX approach:

• Integrating the voice of the customer wherever they are in their journey (taking surveys, on social media or leaving reviews, calling the contact center).
• Integrating CX technology to prioritize action and inform business decisions—through self-serve or strategic advisors.
• Integrating an AI powered approach to eliminating data silos and leveraging intelligence.
  
  

Ultimately, we are the best at helping our clients achieve better business results and Experience Improvement (XI) with the best-in-class CX analytics & action solutions.

Who You Are

• Experience working with SaaS technology subscriptions, in Customer Experience disciplines and/or in customer research
• You are a champion to your clients, preparing them for success in the platform and meeting their needs by having regular meetings to review implementation and expectations
• Adaptable with change and lots of moving parts
• Able to quickly learn and adopt technology and processes
• You are organized and proficient in project, change and client-management
• Strong presentation and communication skills, you will be able to guide the client and its organisation through our technology, value stories and improvements.
  
  

What You'll Do

• Own client management and operational execution in line with the statement of works and DPA
• Coordinate implementation, align priorities set by Account Director and serve as primary point of contact for the client
• Partner with the Program Architect to kick off the program, loop in on program design, manage client expectations during implementation and facilitate client UAT
• Train the customer on the platform and be the single point of accountability for client adoption & usage
• Funnel technical requests to Technical Support
• Lead and coordinate cross functional support (Strategic Insights, Engineering Solutions, Global Design, Program Architect and Program Support) to solve client needs and maintain program
• Take detailed data and insights briefs from clients, to translate into value oriented client deliverables
• Diligently facilitate fiscal responsibility processes (PO requests, resource forecasting, invoicing)
• Co-develop account strategy & roadmap delivery with the Account Director to ensure the success of the programme
• Support the Account Director on client changes, renewal and expansion
• Act as first point of issue escalation for the client, bringing in cross functional teams as required.
  
  

What You’ll Gain

• The opportunity to join a high growth SaaS business, that is recognised as being a leader in its space
• Autonomy to deliver for globally recognised and industry leading brands
• Fun, innovative, collaborative, supportive working environment
• 25 days paid holiday (plus Bank Holidays)
• Family Friendly Leave Policies
• Access to our Employee Assistance programme with with phone and online support, training, webinars and podcasts
• Comprehensive work benefits including private medical insurance, income protection, life assurance, and serious illness benefits
• Inclusion and Diversity teams - Women of InMoment and InMovement
• Employee rewards and referral program with generous payouts!
• The opportunity to participate in our Corporate Social Responsibility and Charity Initiatives
  
  

KEY RELATIONSHIPS

Reports to Team Leader, Account Management. This role works closely with our Account Directors and Programme Architects.

At InMoment, inclusion, and diversity are at the core of who we are. InMoment prides itself on an inclusive culture that promotes, encourages, and supports the diverse voices of our employees and clients. We strive to create workplaces that reflect the communities we serve and believe that different perspectives, interests, and backgrounds foster a stronger and more creative work environment.