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Senior Account Manager

1 month ago

Dublin, Dublin City, Ireland Scorebuddy Full time

Join to apply for the Senior Account Manager role at Scorebuddy

Join to apply for the Senior Account Manager role at Scorebuddy

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Scorebuddy is a leading Quality Management SaaS platform for Contact Centres. We combine quality management, coaching, and learning with advanced AI analytics to help hundreds of customers worldwide improve operational efficiency, scale their contact centres, enhance customer experience, and drive business insights. See what our customers are saying here.

The Role

We are growing and seeking a Senior Account Manager to join our expanding team. This role is focused on developing long-term, strategic relationships with key accounts that represent a significant portion of Scorebuddy's revenue. The primary objective is to drive pipeline growth within these accounts, identifying expansion opportunities and maximizing their potential through a land-and-expand approach.

The goal is to transform clients into long-term business partners by building strong relationships, aligning our solutions with their evolving needs, and continuously identifying and executing upsell and cross-sell opportunities.

Key Responsibilities

  • Own and manage the renewal process for assigned accounts, ensuring high retention rates and proactively addressing any risks to renewal.
  • Develop trusted relationships with clients to retain and grow revenue while ensuring ongoing engagement and adoption of Scorebuddy solutions.
  • Acquire a deep understanding of customer needs to drive modular rollout and user expansion within accounts.
  • Proactively identify and drive new revenue opportunities within existing accounts through cross-sell and upsell initiatives.
  • Expand and deepen relationships with stakeholders across different departments and regions within the customer organisation.
  • Develop and execute account expansion strategies, aligning Scorebuddy's solutions with customer growth plans and long-term business objectives.
  • Serve as the primary communication link between customers and internal teams, ensuring alignment on product roadmap, support needs, and business goals.
  • Collaborate with the Customer Success team to proactively address issues, maintain high customer satisfaction, and drive continuous value realization.
  • Prepare regular progress reports and forecasts for internal and external stakeholders, leveraging key account metrics.
  • Analyse customer usage statistics to identify expansion opportunities, address gaps, and present insights during quarterly business reviews (QBRs).
  • Represent the voice of the customer to influence Scorebuddy's strategic decisions and core processes while fostering engagement through our Customer Advisory Board.
  • Gather and document account feature requests, communicating business requirements to product management.
  • Lead the planning and adoption of AI-driven offerings within your client base.

What We Are Looking For

  • Proven Top Performer with at least 5+ years of experience in a quota-carrying account management role, ideally in SaaS.
  • Proven track record in identifying, developing, and executing account growth strategies.
  • Strong ability to drive expansion through upsell and cross-sell initiatives.
  • Expertise in managing a territory with variations in industry, location, company size, and revenue potential.
  • Commercial acumen with the ability to build and execute a pipeline within an existing account base.
  • Strong forecasting skills and ability to build sustainable revenue streams.
  • Experience working with global clients in fast-paced environments and engaging stakeholders across multiple departments.
  • Proven success in customer retention and revenue growth within an assigned account portfolio.
  • Proficiency with CRM and customer engagement tools such as Vitally, Zendesk, Salesforce, or similar platforms.

Compensation and Benefits

  • 25 paid holidays annually
  • Competitive salary and performance-based compensation plan.
  • Access to Webdoctor, an online GP service (post-probation).
  • Taxsaver.ie and Cycle to Work Scheme
  • Referral Bonus: €1,000 for referring a successful candidate (paid after 6-month probation).
  • Enhanced maternity and paternity leave and sick pay.
  • Access to Irish Life PRSA with salary sacrifice options.

Location

The Masonry, 151 Thomas Street, Dublin 8

We support hybrid working, with a minimum of two days per week in the office.

Seniority level
  • Seniority levelMid-Senior level
Employment type
  • Employment typeFull-time
Job function
  • Job functionSales and Business Development
  • IndustriesIT Services and IT Consulting

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