About the role:
The Ignition Key Accounts team helps accountants, bookkeepers and their clients transform the way they work together, and are responsible for driving Ignition’s long-term revenue expansion and customer retention.
The typical Key Account Manager is a person who knows that you win by building a trusting relationship. Our team motto is “win the keys to the office”; Your customers value your input and expertise so much that they’d be willing to give you a key to their office.
As a Key Account Manager, you are responsible for guiding our customers through their journey as soon as they purchase Ignition. From supporting them through their roll-out plan, providing expertise on the professional services business model, to ensuring they are aware of the best practices they can apply to their own account, you will be the face of Ignition for the customer, and the expert they value the most. You always aim to deliver an exceptional customer experience while using the tools available to you to know when to engage and when to leave them to their own devices.
You will aim to drive Ignition’s expansion revenue primarily through the adoption of our payment solution. You’ll look for opportunities within your customer portfolio to increase their attach rate. Equally, you’ll be tuned into the risks and take all the steps necessary to retain happy customers that are achieving their expected ROI.
What your day to day will look like:
- Proactively manage and grow a large portfolio of assigned customers.
- Build strong relationships with every single customer to help them complete their roll-out plan, achieve their expected ROI while increasing the potential for additional referrals
- Achieve new customer activation targets to ensure our most recently onboarded customers have an incredible first-experience with a speedy time to value.
- Achieve monthly and annual payment volume targets while maintaining a customer-centric mindset.
- Identify areas of opportunity and/or concern based on usage patterns, research, and our customer maturity index.
- Serve as a cloud technology subject matter expert advising our customers of industry best practices for their sales process, onboarding, billing and payment collection, and renewal processes.
- Help build and deliver scaled content that helps support our customers’ journey. Create and host webinars, collaborate on articles and other educational materials that help deliver a scalable customer experience.
- Maintain, build, and grow collaborative relationships with our larger customers and partners. Lean on these relationships for webinars, seasonal campaigns, and case studies.
- Be the voice of the customer, provide customer insights to our product, marketing and sales team. You’ll be highlighting key points of innovation and improvements that will enhance the user experience, capabilities, features, and customer engagement processes that ensure rapid adoption, usage velocity, high renewal, and referral rates.
- Work with your fellow Key Account Managers globally, to identify and implement improvements to processes, documents, tools, and reports to benefit the team and clients.
- Attend trade shows and events where you’ll meet existing customers and potential customers.
What you need to succeed:
- 2 to 3 years of relevant professional experience in customer success, operations, or a related role
- Proficiency with various Computer Software Systems, Such as; Zapier, Slack, Zoom, Loom, Vitally (or other Customer Success Platforms), Google Work, Atlassian, Intercom and reporting tools such as Looker.
- Good written and oral communication skills for creating professional documents and presentations and for sharing knowledge, and facilitating effective discussions within team and cross-functional settings.
- Data-driven decision-making: Combines analytical skills and financial acumen to interpret data and make informed decisions that align with company objectives and customer needs.
- Strategic Leadership: Guide the team with a clear vision, providing regular feedback, and fostering a culture of collaboration and continuous improvement.
Why join us:
Join our global SaaS scale-up company where we foster a collaborative, open, and transparent culture and work without ego. Our team comprises curious and intelligent colleagues who embrace challenges. Here's what we offer:
- Employee stock options from day one
- Additional paid day off to celebrate your birthday, along with volunteering leave
- Health, dental, and vision benefits starting immediately
- Annual education allowance reimbursement to support your professional development
- Employee recognition program
- Quarterly wellness allowance to invest in your personal wellness
- Paid subscriptions to Headspace and LifeWorks EAP & Wellbeing Platform
- Flexible working arrangements, supported by WFH reimbursement and technology allowance to ensure your safety while working from home
- Personal tax return assistance (since we're in the accounting business!)
- Paid parental leave
Please consider applying, even if you don’t tick all the boxes. Research has shown that candidates from underrepresented minority groups often only apply for roles where they meet all the detailed criteria. Experience comes in many forms, and skills are transferable. We are committed to adding diverse perspectives to our teams and encourage everyone to apply if interested.
Ignition is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law.
Ignition is proud to provide employment and recruitment accommodations during the recruitment process. Once our team reviews your resume and contacts you if there is a fit, we will work with you to meet your accessibility needs. For any questions, suggestions or required documents regarding accessibility in a different format, please contact [email protected]
