Posted 2 months ago

Enterprise Account Director

SydneyOn-siteFull-time

AI Summary

Manages a portfolio of enterprise accounts, driving retention and growth through renewals, upsell/cross-sell, and stakeholder alignment at C-level and enterprise accounts.

About this role

Before jumping into all the information about the role and what you can bring to the table, let us introduce ourselves real quick.

About us

Insider One is the #1 platform that brings everything marketing and customer engagement teams need in one place so they can reach their peak potential and become unstoppable.

Our story began with six desks and a vision to create a single platform to make industry-first technologies and emerging channels accessible to marketers worldwide. Today, Insider One is powered by 1,500+ team members representing 50+ nationalities across 30+ offices. With AI at its core and an integrated Customer Data Platform (CDP), Insider One unites data, personalization, and journey orchestration across the most extensive set of natively supported channels, including WhatsApp, SMS, Email, Web, App, and Site Search.

We recently raised one of the largest funding rounds in the industry, a $500M Series E led by General Atlantic. We are backed by top-notch investors, including Sequoia Capital, QIA, Riverwood, and Endeavor Catalyst, and trusted by 2000+ customers from high-growth startups to the most prestigious Fortune 500 companies such as Samsung, Nike, L’Oreal, Singapore Airlines, Nestlé, Nissan, Lenovo, Puma, IKEA, Allianz, Domino's, and the list goes on.

Insider One was congratulated for becoming one of the only woman-founded, women-led B2B SaaS unicorns in the world. Loved by customers, recognized by analysts, we are the only vendor recognized as the #1 leader in all the capabilities marketing and customer engagement teams need. Don’t just take our word for it — see for yourself. We consistently outperform and continue our leadership, and the results speak for themselves.

From day one, Insider One’s mission has not only been to build a world-class product company, but also to create one of the most socially progressive technology communities in the world. Through our social responsibility initiatives like 100 Social Responsibility Projects, AI Training for Teachers, Code Academy, SheCodes, SheLeads, and SheMarkables, our community has committed to scaling its impact on our communities across 30+ countries, driving initiatives in health, education, farming, animal rights, and increasing women’s representation in STEM.

Behind all these achievements is an exceptionally talented, visionary team of overachievers that moves fast and agile, creating cutting-edge products, and focuses on making an impact. If you want to be a part of this journey, just keep reading.

What You Will Do

Own a portfolio of existing accounts and take full responsibility for their retention and growth.

Identify and execute upsell and cross-sell opportunities within existing accounts.

Proactively manage renewals in collaboration with the Customer Success team.

Succeed in a team-selling environment to ensure maximum account penetration and coverage.

Consistently forecast monthly and quarterly performance with accuracy.

Negotiate deals and contracts at multiple levels within target accounts, with a primary focus on C-level and enterprise-level stakeholders.

Participate in meetings with key stakeholders, starting from onboarding kick-off through Business Review meetings.

Discover customers’ strategic needs and direction, and set goals and objectives that enable teams to drive measurable business impact.

Analyze stakeholder mapping and define the overall engagement strategy to ensure the right frequency and quality of touchpoints.

Take ownership of renewal strategy and execution to achieve key commercial and contractual targets.

Ensure Customer Success outcomes are achieved, recognized across key stakeholders, and aligned with NPS targets to deliver the best customer experience.

Drive customer advocacy initiatives in collaboration with the marketing team through success stories, testimonials, and case studies.

Monitor market trends and conduct industry analysis to nurture key stakeholders in alignment with Insider’s product vision and strategic roadmap.

What You Will Need

7+ year experience in Customer Success Management, Account Management, or Sales, ideally in SaaS or Martech

Proven oral and written communication abilities, positive and energetic phone skills, and exquisite listening skills.

Alas, we’ve got clients all over the world!

Proven track record of using sales & persuasive skills

To be a self-motivated and savvy tech bug, always in search of savvy solutions and ideas to improve our relationship with our clients

To cherish one of our core ethos: care.

You’ll need to care for our clients and make sure they feel at home with our products and our around the clock support

Passion for testing, measuring, and improving outreach and follow up effectiveness

Strong communication skills in both writing and speaking (English)

High sense of responsibility and accountability

A strategic thinker with excellent project and time management skills

Experience negotiating and navigating contracts and legal discussions

Thrives in a fast-paced, high growth, rapidly changing environment

Proven track record of driving decisions collaboratively, resolving conflicts, and ensuring follow-through with verbal and written communication.

Strong presentation skills with a high degree of comfort with both large and small audiences and various levels of management (Senior Marketing Executives, IT management, Database administrators, and Data Scientist).

Proven track record of building relationships and need discovery with senior customer executives in large or highly strategic accounts.

Experience in managing various stakeholder relationships to get consensus on solutions/engagements required.

A university degree in Business, Marketing, Engineering, or related fields

What We Offer

Be part of a diverse team that’s as global as it gets — where every voice is heard and 50+ nationalities build together.

Level up with internal trainings covering AI fundamentals, coding, foreign languages, and a wide range of personal development skills.

Feed your curiosity with access to Spotify, LinkedIn Learning, Blinkist, MasterClass, and CloudGuru.

Become a Shareowner through our eligibility-based “ESOP” and own a piece of what you build.

Help build the team you want to work with and enjoy rewarding referral bonuses.

Opportunities to give back to your community through volunteering and purpose-driven social impact projects.

From global retreats to team-building activities, expect year-round events that turn into lifelong memories.

Skills

Account ManagementCase StudiesChurn ReductionContract ManagementContract NegotiationCRMCross-sellCustomer AdvocacyCustomer SuccessData-driven AnalysisEnterprise SalesForecastingHubspotMarket AnalysisMarTechNPSPresentation SkillsPublic SpeakingRenewal ExecutionRenewalsRenewal StrategiesSaaSSalesforceStakeholder ManagementStakeholder MappingStrategic PlanningSuccess StoriesTeam SellingUpsellVendor ManagementZendesk