Senior Account Manager, Papercup

• Is genuinely customer-focused and finds real joy in helping customers grow their business
• 5+ years account management and/or customer success experience, ideally within the video and media space
• Is comfortable developing trusted customer relationships including at the C-suite and executive level
• Is results-focused, data-driven and has experience managing targets
• Is hugely detail-oriented and able to happily keep on top of many conversations - time management skills are a must!
• Is growth-minded and is always looking at creating a ‘win-win’ situation by helping our clients grow, so they increase their orders with us
• Can communicate with different audiences with a high degree of emotional intelligence and has excellent presentation skills
• Is confident, professional and business savvy - you'll need to thrive off growing rapport and relationships with clients
• Loves to learn and doesn't shy away from a challenge - we are a fast-moving machine-learning startup, so learning all about new industries as we grow our customer base needs to be something that excites you
• Is self-motivated and will always take the extra step without being asked. They can spot a challenge coming and anticipate the resources needed to overcome it so the client experience goes as smoothly as possible

Desirable

• We are looking for a driven, attentive and truly customer-focused Senior Account Manager to manage, grow, develop and nurture our clients
• Clients you’ll manage include studios and distributors, digital and social media clients, so to really thrive in this role, you'll need to know the digital video space and be highly adaptable and genuinely enjoy the process of building lasting client relationships
• Build and nurture client relationships with key stakeholders. Serve as the primary day-to-day contact for our media clients, offering expert guidance on their media strategies, industry trends, and best practices
• Work closely with our channel management team in testing new strategies and deep diving into analytics across channels to identifying key insights that can help drive growth
• Successfully onboard new clients, set success metrics and build account plans
• Manage internal stakeholders to align on account strategy, capacity planning, project specifications and briefs to ensure a smooth and successful delivery
• Be the voice of the customer - ensure feedback reaches our Product, ML and Loc Ops teams to help shape the roadmap
• Proactively monitor performance and address concerns to ensure customer satisfaction and retention
• Hold regular client calls and QBRs to find ways to increase client satisfaction, review strategic initiatives and identify opportunities for expansions and growth
• Prepare and present business proposals for renewals and growth opportunities
• Present account summaries and updates to internal stakeholders
• Collaborate closely with the wider customer team on our GTM Strategy, gather testimonials and recommend case studies
• Mentor and coach more junior members of the team, develop workflows and processes.