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Enterprise Account Manager

Full-time
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Manchester, UK
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Description

MirrorWeb is a cloud-native unified archiving solution used by Financial Services, Governments and Brands to archive digital communication. Our technology allows organisations to create permanent, unalterable records of all online communications, meeting compliance obligations and ensuring information of commercial, cultural or historical value is never lost. 

We are growing fast in the US. The SEC and FINRA mandate that financial services organisations archive all digital communications, as well as monitor these communications to ensure any breaches are detected and actioned. Digital communications include a user’s email, social media channels, instant messaging platforms, mobile device, and their website. MirrorWeb offer a unified platform to capture, store, replay and monitor this activity.

 

Our Technology

Our Tech stack comprises of AWS, AWS Lambda, Python, Go, JavaScript, TypeScript and C++. As an AWS Partner, we work closely with their Solutions Architects to help us create, innovate and deliver cutting-edge functionality.

We work with many organizations in the public and private sector. Our clients range from National Archives to financial institutions to broadcast media. We provide high traffic web interfaces, faceted full text search, big data indexing and analytics in the cloud and multi-platform archiving capability. Our clients use our services for compliance or risk management, brand protection and maintenance of historic records.

 

Responsibilities

As an Enterprise Account Manager, you’ll be managing our largest, flagship customers within the Financial Services space across the US and EMEA. This portfolio is an important and rapidly expanding one, so we’re looking for an all-star Account Manager to join our fast-growing team and hit the ground running.

The role requires an exceptional relationship builder, who’ll work closely with Sales, Partnerships, Marketing, Product, Support and Engineering to ensure our Enterprise customers receive consistent and world-class levels of service. The Enterprise Account Manager will be commercially minded whilst keeping the customer at the heart of all decisions made.

This role is one of the key driving forces behind MirrorWebs rapid growth, so we’re after resilient problem solvers who aren’t afraid to think outside the box.

  • Taking ownership of the onboarding, adoption, retention and overall success of your allocated Enterprise clients.
  • Increasing the adoption of our product features in order to maximise the value driven by our platform
  • Ensuring high levels of satisfaction in our products and services by working cross-functionally, both internally and externally, to successfully manage and resolve any issues affecting your customers.
  • Developing methods to maximise our net retention and unlock upsells/cross-sell opportunities.
  • Managing your own portfolio of customers, ensuring they get maximum value out of MirrorWeb’s platform and its features.
  • Taking ownership of account mapping and identifying opportunities with customers to plan and improve revenue, specifically renewals and upsell opportunities.
  • Co-ordinating multiple teams to ensure successful onboarding, integration and training of customers, as well as receiving an excellent and consistent all-star customer experience.
  • Championing customer feedback internally to better serve our customers
  • Conducting product training to customers, as well as running monthly and quarterly business reviews
  • Delivering, measuring, and communicating ROI for our customers throughout the customer lifecycle.
  • Accurately forecasting revenue within your accounts to achieve KPIs.
  • Assisting Account Executives with pre-sales support on Enterprise demos during the sales cycle.

Requirements 

  • 1-2 years in customer success or account management, preferably in a SaaS business.
  • Experience working with a portfolio of accounts, preferably supporting a technical product. 
  • Demonstrating the ability to establish relationships and communicate effectively at all levels of an organisation.
  • Capable of driving urgency to resolve customer issues, with impeccable prioritisation and strong project management skills.
  • Excellent presentation, written and verbal communication skills.
  • Proven time management skills with the ability to manage multiple projects at one time.

What You'll Get

  • Competitive salary
  • 25 Days Holiday + Bank Holidays and your birthday off
  • Company Pension Scheme
  • MacBook Pro and relevant Apple Accessories
  • Annual pay reviews
  • Monthly Company Activities
  • Exposure to a Manchester scale-up with opportunity for progression
  • A fantastic culture!

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