Account Manager

Job description

MOO brings brands to life in a sustainable way, with a range of remarkable print and merchandise products. We combine design, technology, manufacturing and service, so that people can connect in memorable ways. Not online but out there, in real life. We started in 2004. Since then we’ve built an award-winning and much-loved brand, with customer satisfaction and Trustpilot ratings that make most businesses want to give up and hire an army of review bots. We’ve got half a million customers, mostly small and medium businesses in North America, the UK, and Europe – businesses that, like us, get all excited about putting something real and beautiful into people’s hands. Does that make us nerds? Probably, and we’re ok with that. We’ve been given the highest business award in Britain, ‘The Queen’s Award for Enterprise’. Backed by venture capital, we’re part of Tech Nation’s ‘Future Fifty’, recently passing $1bn in lifetime revenue, and featuring in the Guardian’s top 10 UK start-ups list. Ok, we’ll stop bragging now. Today, we’re more than 400 people with our global HQ in London, UK, while we also have premises in Dagenham. In the US, you’ll find us in Boston, MA, as well as East Providence, RI and Denver, CO and with our most recent office expansion in Cape Town South Africa. Welcome to MOO - Our purpose is simple, great design for everyone. Want to join us? We're award-winning, design-led, technology driven and powered by some pretty awesome people. You might be one of them. MOO's Business Services offering provides an online platform for businesses to create and scale their beautiful print products with the click of a few buttons (just like magic). Business Service clients range from robust corporations looking for consistency and brand control, to creative resellers who partner with MOO to bring their designs to life and delight their clients. To continue the success that MOO Business Service is today, we are looking for an exemplary B2B Account Manager in our East Providence location who will onboard and inspire new business clients, further helping us grow our business services base in North America. Your sales team of between 6-7 sales reps will be made up of Account Executives, Account Managers and a Sales Manager. Together you are responsible for onboarding and growing existing business services accounts at MOO, and working collaboratively to ensure that each client has a seamless experience working with us. As an Account Manager you will serve as the primary contact for MOO for Business clients, understanding their business, acting as an internal advocate and delivering an exceptional customer experience. You’ll be involved in proactively influencing activity and growth within your book of business as well as being responsible for customer retention. The ideal Account Manager will be committed to giving our MOO clients the best experience possible through consistently delivering fantastic service to our customers in combination with demonstrating the sales acumen to grow the account base through proactive outreach. You'll be driven to make an impact from day one, ready to roll up your sleeves as a team player, and be energetic about your future with MOO. The successful candidate will report to one of our US based Sales Managers and work closely with Account Executives, Design Services and Customer Success teams to support and grow relationships within the base of MOO's existing Business Services accounts. ### Responsibilities - Proactively manage the existing customer base to drive customer delight and surprise in order to increase returning revenue - Serve as first point of contact for your accounts predominantly over the phone and via e-mail - Build relationships with customers to influence an increase in purchase volume, frequency, and product mix through strong discovery, record keeping, recommendation, and presentation skills - Maintain a strong understanding of MOO products and services to present thoughtful and creative recommendations to existing clients in order to win projects and grow relationships - Maintain clear and accurate records of customer interactions and notes within our CRM systems - Actively identify opportunities for growth and collaboration with accounts in your book of business through development of relationships via contact expansion and your own regular research on the business - Accurately forecast your anticipated monthly achievement upward to your manager and at times other leaders in the business - Achieve monthly revenue and retention targets - Meet and exceed daily outbound activity requirements - Engage in weekly coaching sessions and 1:1s with your manager - Be an active member of your sales team and department by being an engaged participant in team meetings and strategy sessions ### About You - You’re not afraid of picking up the phone and making purposeful connections with your clients daily - You are goal-oriented, and like to chase an ambitious target - You learn new tech platforms quickly, and thrive in a hybrid work environment - You enjoy research and planning to develop strong long term relationships with clients - You are coachable and enjoy learning new skills and strategies - You’re professional, friendly, and helpful on the phone and in writing - You enjoy being in an advisory role, helping customers solve problems and coming up with creative solutions - You are organized and disciplined in your day to day processes - You're OK with ambiguity and have a growth mindset - You have an interest or background in design and print - You enjoy a challenge and aren't afraid to try something new - You thrive in a team setting and working closely with your peers towards personal and professional growth ### Nice to Haves - Previous phone or in person sales experience, specifically in account growth and retention - Basic knowledge of design/print - Experience with Salesforce, Salesloft, and Adobe Workfront or other ticketing systems - Bi-lingual capabilities