Growth Account Manager

Helpshift

Remote / United States
  • Job Type: Full-Time
  • Function: Sales
  • Post Date: 04/20/2021
  • Website: helpshift.com
  • Company Address: 343 Sansome St, San Francisco, CA, 94104

About Helpshift

Helpshift bridges the disconnect between conventional customer service channels—like email and phone support—and a growing consumer base that does more on mobile phones and has a strong preference for messaging as the primary mode of communication. Through Helpshift’s AI-powered support platform, companies can resolve issues more efficiently, boosting customer satisfaction in the process. Companies such as Xfinity Home, Microsoft, Virgin Media, Zynga, Viacom, and hundreds of other leading brands use the Helpshift platform to provide messaging-first customer support. Helpshift is installed on two billion devices worldwide and serves more than 820 million active consumers monthly. To learn more about Helpshift, visit helpshift.com and follow @helpshift on Twitter.

Job Description

Helpshift bridges the disconnect between conventional customer service channels — such as email and phone support — and a growing consumer base that does more on mobile phones and has a strong preference for messaging as the primary mode of communication. Through Helpshift’s AI-powered customer service platform, companies can resolve issues more efficiently, boosting customer satisfaction in the process. Companies such as Tencent, Supercell, Coupons.com and hundreds of other leading brands use the Helpshift platform to provide messaging-first customer support. Helpshift is installed on two billion devices worldwide and serves more than 820 million active consumers monthly. Helpshift’s Growth Account Manager focuses on expanding customer value through establishing increasing customer loyalty and improving key profitability metrics. They will ensure customers are adopting and mastering Helpshift to achieve the value needed to retain the customer and grow their total contract value. They will build and maintain broad relationships within accounts, develop and manage opportunities, mitigate risk of churn and contraction. They are well versed in building consultative relationships at all levels, and can influence, and help in managing change as they create their overall support strategy. Together with the Customer Success Manager, they work together to ensure the customer’s success and expand their footprint with Helpshift. 

Responsibilities

    • Retain and grow a set of strategic accounts
    • Own Account Strategy and Execution.  Win as a Team and engage Helpshift resources as required to drive wildly successful business outcomes
    • Monitor product adoption trends and KPIs in close cooperation with the CSM and develop strategic plans to drive growth and maximize immediate and long-term ROI for a list of strategic accounts. 
    • Identify future growth opportunities with clients early on, ideating around a growth roadmap with customers
    • White space assigned Accounts to identify growth opportunities and drive increased consumption across all Business Units and Affiliates
    • Building long-term relationships with customers, and educating them on the value of our technology throughout the adoption cycleIdentify, build, and manage relationships with Executive Sponsors and key decision-makers; build and maintain Champions
    • Act as an ambassador of the customer’s business goals and expectations, and highlight challenges and risks to key internal stakeholders
    • Be in the know at all times when it comes to key account indicators including customer satisfaction, business goals, strategic objectives and potential risks and have a plan of action

Requirements

    • 5+ years of experience in Enterprise technical sales and/or account management; SaaS experience strongly preferred and CX SaaS experience a huge plus
    • Carried a book of business greater than $3M and Routinely over-achieving renewals and upsell quota
    • Successful background in complex, executive-level sales processes
    • Strong client relationship process skills as demonstrated through a track record establishing clear expectations, setting objectives, and bringing multiple parties together to drive key initiatives for the account
    • Able to collaborate across cultures and exercise influence at senior levels to build alignment around a common vision
    • Experience building trust and partnerships with interdisciplinary teams and external clients and their stakeholders
    • Experience identifying, solving, and articulating complex business and product goals for external client relationships
    • Great collaboration and communication skills, seeking help from teammates to accomplish goals
    • Outstanding verbal and written communication skills
    • Relentless and persistent advocate for customers that “gets stuff done” and fast to respondWillingness to travel if that opportunity arises in the future
    • Sales Engineers strong encouraged to apply
Helpshift embraces diversity. We are proud to be an equal opportunity workplace and do not discriminate on the basis of sex, race, color, age, sexual orientation, gender identity, religion, national origin, citizenship, marital status, veteran status, or disability status.

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.