Customer Account Manager

Tealium

Remote / United States of America
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 06/09/2021
  • Website: tealium.com
  • Company Address: 11085 Torreyana Road, San Diego, CA, 92121

About Tealium

Tealium revolutionizes today’s digital businesses with a universal approach to customer data orchestration – spanning web, mobile, offline and Internet of Things devices. With the power to unify customer data into a single source of truth, Tealium offers a turnkey integration ecosystem supporting more than 1,000 client-side and server-side vendors and technologies.

Job Description

WHO WE ARE:
Tealium is the trusted leader in the customer data industry. We believe unified customer data is an organization’s most valuable asset and greatest competitive advantage. We help brands seamlessly unify their siloed customer data and applications in real time, and drive more profitable interactions across all touchpoints. Tealium’s Customer Data Hub (CDH) enables you to connect your data so you can connect with your customers.
 
Founded in 2008, Tealium’s patented and award-winning solutions are used by over 1,000 of the world's most innovative brands, including Sony, Providence St. Joseph Health, Cambria Health, T-Mobile, Hulu, Uber, Facebook, Expedia, Hyatt, Barcelo Hotel Group, Sportsbet, Utah Jazz, American Airlines, The Gap, Orange, and many others.
 
WHAT WE ARE LOOKING FOR:
 
We are looking for an Customer Account Manager with a background in SaaS/Digital Marketing, who is passionate about the success of their customers.  The ideal candidate will have a “customer-first’ mentality and a disciplined operational orientation.  They will need to navigate a fast-paced environment while having a laser-like focus on ensuring customer delight, assisting with tactical day-to-day needs while building a strong internal network across stakeholders, partners and of course customers. . Working well across all teams within the organization by demonstrating effective communication skills, organization, and bias to action is critical for success.  Growth and development within this role would ultimately lead to future opportunities in Account Management, Sales or Customer Success for the right individual.

YOUR DAY TO DAY:

    • Serve as a single point of contact for 5 Customer Success Managers while maintaining contracts (single-year and multi-year), implement client requests and manage contracts to close.
    • Identify customer needs and demonstrate strong account management know-how to drive opportunities to on-time closure.
    • Directly align with customers during critical business cycles with a focus on renewals and expansions.
    • Work with Legal and Finance teams to navigate contract modifications and provisions and execute pricing and invoice adjustments.
    • Navigate complex customer organizations and understand their procurement process end to end.
    • Strong comfort level with value-based cost structures, account/product related pricing, and discount proposals, demonstrating the ability to quickly process contractual and numerical changes.
    • Provide regular updates on renewal and upsell status to the Account Team and escalate to leadership as appropriate.
    • Maintain a high volume of activity processing contract requests and participating in existing customer outreach and follow up.
    • Comfortable interacting with all levels of senior leadership including c-suite executives. 
    • Partner with the Account Team to develop and execute negotiation strategies for upsells and renewals, maximizing contract value while protecting and enhancing the customer relationship and path to value.
    • Partner with Customer Success Managers to monitor customer health metrics to identify risk and successfully forecast realistic renewal rates.
    • Proactively communicate account/revenue risk clearly and work cross functionally to develop resolution strategies.

WHY YOU ARE THE PERFECT FIT:

    • Have a minimum of 5 years of experience within Sales, Account Management, Customer Success at a technology or professional services organization.
    • Previous experience managing a book of business and working directly with customers.
    • A leader who is goal oriented and actively seeks feedback and improvement.
    • You are customer focused and very proficient in communicating with individuals across a variety of levels in an organization.
    • You excel in problem solving and have strong analytical skills.
    • You are highly resourceful, entrepreneurial and driven.
    • Office suite/collaboration software and Salesforce/CRM familiarity  is strongly preferred.
    • You have obtained a bachelor’s degree from an accredited university. 
WHY YOU WANT TO WORK HERE:
The highly relevant and differentiated positioning of Tealium and our Customer Data Hub (CDH) makes this a unique and rewarding career opportunity. Organizations from start-ups to large global enterprises are utilizing Tealium to unify their customer data in real time and drive improvements in their overall data strategy. Over 1,000 global brands trust Tealium, and in an increasingly noisy market we are proud to maintain best-in-class renewal rates of >90%. When our customers are happy, we’re happy.
 
Our corporate HQ is located in sunny San Diego, just minutes from the beach and surrounded by beautiful hiking trails and the renowned Torrey Pines golf course. Our location is just one of the many perks we enjoy; At Tealium we dress casually (but professional), enjoy a flexible paid time off policy, rich benefit plans, company holidays, 401(K) match, and employee Stock Options - just to name a few. Not to mention we get to surround ourselves with some of the brightest minds in San Diego. If you are interested in being a part of Team Teal, we’d love to hear from you!
 
TEAL celebrates diversity and is an equal opportunity employer. It is our continuing policy to recruit and employ the best qualified individuals without regard to race, color, sex, religion, national origin, disability, age, sexual orientation, gender identity, and/or any other protected characteristic.  TEAL does not tolerate unlawful discrimination of any kind and strives to be an inclusive and respectful workplace.

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