Account Director (Individual Contributor) - Australia

Job description

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](https://www.gartner.com/reviews/market/multichannel-marketing-hubs/compare/product/braze-customer-engagement-platform-vs-insider-vs-salesforce-cloud). We consistently outperform and continue our leadership, and [the results speak for themselves](https://insiderone.com/insider-migration/). 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. **The Opportunity** As an Account Director, you will be responsible for renewals and stakeholder management. You will work in coordination with Customer Success Managers, and you will be the primary contact of the executives. Your primary responsibility will be to drive renewal, create expansion and MRR Raise opportunities, contract terms including price negotiations, and manage high-level stakeholders through all account bases. Your daily responsibilities will include sponsor nurturing, discovering all stakeholders and their needs to be matched with Insider product suites, Business Reviews, renewal processes, contract negotiations. ### Job Description - Own a portfolio of existing accounts and take responsibility for their retention and growth. - Identify upsell and cross sell opportunities within existing accounts. - Proactively own renewals in accounts in cooperation with the Customer Success team. - Succeed in a team selling environment for maximum account penetration and coverage. - Consistently forecast monthly and quarterly performance. - Negotiate deals and contracts at various levels within the targeted account, with primary focus/importance on “C” and enterprise level negotiations. - Participating in meetings with key stakeholders starting from onboarding kick-off and Business Review meetings - Discovering strategic needs and direction of the customers, setting goals and objectives with a customer that will enable the teams to drive business impact - Analyzing stakeholder mapping and setting overall strategy to capture right frequency in touchpoints - Taking ownership of renewal success and strategy to achieve key commercial/contractual targets - Ensuring Customer Success realization achieved and recognized across key stakeholders and reaching NPS targets ensuring best customer experience and success recognition - Achieving customer advocacy goals with the marketing team with success stories, testimonials, and so on - Monitoring market trends and industry analysis to nurture key stakeholders aligned with Insider Product and Strategic Roadmap execution ### What we expect from you? - 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 ### Hold on! Life’s a two-way road! Here’s what you’ll enjoy while spending time with us (perks, anyone?) - We offer many hard and soft skills training to help you improve and challenge yourself. You’ll have access to 16,000+ online courses taught by real-world professionals on the LinkedIn Learning platform to satisfy your hunger for knowledge. - You’ll have space to share your skills through training and workshops if you wish. Sharing is caring! - We’ll provide you with a paid Spotify account subscription, so you can cozy up in your headsets cocoon whenever you want - You’ll have a chance to work in an international, diverse, and inclusive environment - You’ll be part of an industry that’s shaping the future of customer experiences.