Enterprise Digital Account Manager
Paris, France
Customer Success /
Full-Time /
Before jumping in on all the information about the role and what you can bring to the table, let us introduce ourselves real quick.
About us
Hi there! We are Insider, a B2B SaaS company that drives growth for its clients around the world. How are we achieving this? We are connecting data across channels, predicting future behavior with AI, and individualizing experiences from a single platform with the fastest time to value.
We announced that we unlocked our unicorn status after our Series D round. We are backed by top-notch investors including Sequoia Capital, QIA, Riverwood, Endeavor Catalyst and trusted by 1000+ brands from high-growth startups to the most prestigious Fortune 500 companies such as Singapore Airlines, Virgin, Nestle, Nissan, Samsung, Lenovo, Puma, MediaMarkt, IKEA, Allianz, Santander, Dominos, Avon, CNN, and the list goes on.
We are the #1 Leader everywhere! We are recognized as a leader in The Forrester Wave™ for Cross-Channel Campaign Management in Q3, 2021. We are also named a leader in 2021 Gartner® Magic Quadrant™ for Personalization Engines. But wait, there is more. For 21 quarters in a row, we’ve been ranked as a leader in G2 Mobile Marketing, Personalization, Customer Data Platform, and Customer Journey Analytics Grids.
We are also proud to become one of the very few female-led B2B SaaS unicorns in the world.
Behind all these achievements, there is an exceptionally talented and passionate team across 28 countries that moves fast and agile, creates cutting-edge products, and focuses on making an impact. If you want to join us in this journey, just keep reading.
We are looking for an experienced Key Account Manager who will be handling a crucial portfolio and supervising all Customer Success activities, such as running and organising QBRs, monthly meetings and operational flows.
You’re probably expecting an eye-catching, mesmerizing job description that will sweep you off your feet, flavoured with the coolest startup jargons. But, let’s be honest, nothing says more than the real experience, right? So we asked our team to tell us what their day-to-day is really like and, in a nutshell, this is what they told us.
Job Description
- You’ll be the face of Insider to our clients! The bridge between their needs and our technology.
- Making sure our clients are utilizing our technology at their best so that we can fully provide them with our world-class service. You’ll monitor and facilitate the customer's adoption of our technology.
- Planning strategies to help the customers meet their objectives, prioritizing and driving resolution on escalated customer issues.
- Proactively providing constant feedback to your team on market trends, unmet needs, and opportunities to create a bigger impact on our partnership with our client.
- Establishing a trusted advisor relationship with Sponsor and decision-maker level managers in the portfolio customers, which ensures our customer's overall satisfaction with our services and technology.
- Detecting new stakeholders and departments in portfolio customers and expanding advocates in the partners.
- Setting and running QBRs with necessary stakeholders.
- Supervising reporting, strategic planning, success roadmap creation, operational and execution activities in portfolio customers.
- Being ultimately responsible for gross churn, net churn, upsell, expansion and overall account health in every life cycle stage of customers.
- Working with our data-geeks (aka engineers and developers) and product specialists whenever it’s required to make sure the client has full tech support, if necessary
- Bringing new product ideas to the table! As an account strategist, you will be helping our product and design gurus shape our product roadmap
What we expect from you
- At least 3 years of client-facing account management experience with a minimum of 1-year Key account management experience in a competitive field;
- Preferably university degree in Management, Business, Management Information System ( MIS ), Math or Computer Science;
- Digital marketing related experience in a customer-oriented position;
- Proven ability to collaborate and build strong relationships with customers especially at the executive level;
- Past experience as a supervisor;
- Excellent oral and written communication skills; effective in person and by phone;
- Accountable for results and deliverables; self-starter who works independently and proactively ;
- Superior project and time management skills; excellent attention to detail;
- Ability to be flexible and adapt quickly in a fast-paced, start-up environment;
- Preferably solid understanding of basic web concepts and digital marketing;
- Preferably solid understanding of sales techniques such as SPIN, IMPACT.
Hold on! Life’s a two-way road! Here’s what you’ll enjoy while spending time with us (perks, anyone?)
- Mens sana in corpore sano! You’ll enjoy delicious and healthy lunches, dinners and afternoon snacks. Plus coffee and tea handy!
- We offer many hard and soft skills trainings to help you improve and challenge yourself. You’ll have access to Udemy’s business plan, where you can choose over 10,000 courses to satisfy your hunger for knowledge.
- You’ll have space to share your skills and even deliver trainings and workshops if you wish. Sharing is caring!
- We’ll provide you with a paid Spotify account subscription, so you can cozy up in your headsets cocoon whenever you want
- You’ll have a chance to work in an international, diverse and inclusive environment
- You’ll be part of an industry that’s shaping the future of customer experiences.
- Don’t believe us? Just ask Google.
- Occasional TGIF happy hours!
Was this position made for you?
So let’s talk! We’re curious bugs and can’t wait to get to know you.
We provide equal opportunity in a zero-discrimination workplace and not just welcome but also embrace everyone without regard to sex, race, color, nationality, religion, gender identity, sexual orientation, disability status, citizenship, or marital status.
