Account Director

Are you looking to join an innovative SaaS company as an Account Director in

London?

About us:

We are a SaaS-based text analysis tool which analyses our customer’s text data, like

surveys, reviews, customer experience and social, to reveal critical business insights.

Due to the steady global expansion of the business, We have an Account

Manager/Director opportunity in our Customer Success team that will provide you with

our account management team. You will have the opportunity to connect with the world-

leading customers such as Nespresso, Sky and John Lewis, to name a few. Working in a

fast-paced, high-growth environment with an amazing team and embracing challenges

together. As you develop, there will be opportunities to expand the remit of the role-

based upon your skills and appetite.

What does the role involve?

You will be responsible for the retention of your account base, for driving value for the

customer and making sure their experience across all touch points is top-class. Your role

will have a commercial focus in that you will look for ways to expand and grow the

account and spend, network with senior stakeholders and expand your network,

particularly with senior stakeholders within all of your accounts to ensure adoption and

expansion of Relative Insight.

• Onboarding - this part of the role is the heavy lifting up front with a new

customer, this involves understanding the reasons they have bought the tool by

working closely with our Adoption team and then agreeing on a framework for success

with the customer – what do they need to achieve, why, what does good look

like etc. You will also be the warm welcome they receive when they officially

join the relative community.

• Delivery-after onboarding, the main focus will be retention and growth

opportunities. We believe that strong senior stakeholder relationships are key to

this, and your focus will be nurturing these within all your accounts. You will also

develop and employ strategies for retention and growth alongside the Adoption

team and be responsible for getting feedback from the customer and senior

stakeholders and adjusting strategies accordingly.

• Retention – we deliver a high-touch, high-quality account management service at

Relative with a view to helping our customers get value from their investment,

to help us build a reputation in the industry for excellent support and to ensure

they renew & grow their subscriptions year after year. The team are all targeted

on hitting a monthly revenue target of 100% on their available renewals,

supported by upsells in various forms. A 105% net renewal rate of their renewals

available in every bi-monthly period (every two months).

What we'd love to see

• Successfully managed multiple high-value, high-touch accounts for a technical

software product

• Experience building strong, trusting relationships, both within your team and with

senior stakeholders in the businesses you work with

• A commercial approach: you identify & qualify opportunities for expansion and

you're mindful of net revenue retention

• Experience developing best practices and playbooks from strategic account

plans to QBR processes to accelerate onboarding

• Leadership qualities
• A positive, problem-solving attitude

What to expect from us

• You'll be part of a smallish growing team, so your input is really valued and

important to our growth.

• Your voice is always heard at every level. Ideas have been taken and

implemented from all levels, a commercial associate level which has been

integral to the success of our commercial function.

• We’re still at a stage where your work will be clearly recognised by the C-Suite

team.

• A huge benefit of this role is that you are selling to people who do really cool

things with technology. From CMO’s of pet brands through to innovation

leaders within the healthcare industry - the possibilities are endless!

• You will get training and coaching on best practices on how to use commercial

tech stack.

• You’ll get to work very closely with leaders across Customer Success functions –

Research and Adoption to help drive value to every customer.

Perks:

24 days annual leave

Employee Assistance Programme (EAP)

Relative Insight Academy - We love learning! Our Academy provides an

opportunity for us to stretch our knowledge and learn new skills. This starts with

a structured Induction Programme, where you learn everything you need to

know to get up to speed in your role as quickly as possible.

Tech Scheme

Cycle to Work

Special Leave - This is an additional five days of holiday per year. The aim of

special leave is to provide balance for employees across work responsibilities

and personal commitments. Examples: Birthdays, House Moves, Domestic

Reasons, Parental Leave.

Relative Insight believes in and commits to promoting equal opportunities in

employment. Anyone who applies for a job with us will receive equal treatment

regardless of age, disability, gender reassignment, marital or civil partner status,

pregnancy or maternity, race, colour, nationality, ethnic or national origin, religion or

belief, sex or sexual orientation. We strive to provide team environments that let

everyone maximise their potential in the company. We take all of this seriously.