Account Manager, Enterprise

3 weeks ago

Toronto, Canada Docebo Full time

Hey you \uD83D\uDC4B Want to work for one of the fastest growing SaaS companies in the world? \uD83D\uDCC8

We’re building the next generation of learning software that companies like AWS, Netflix, Opentable and L’Oreal rely on to deliver training \uD83D\uDCBB We believe learning is for everyone, and that we all have something we can learn from each other. We rely on one another to continuously innovate our products and processes to create an exceptional experience for our employees, customers and partners.

Still not sure? We are a culture where values are at the center of everything we do. We also embody what we call the
**Docebo Heart**. We trust our teammates, assume the best of one another, and also hold space for all the differences that make us better. \uD83D\uDC99

Are you ready to be a part of the learning revolution? \uD83D\uDE80

**About This Opportunity**:
At Docebo, our Account Managers are the backbone of our client’s success. We are looking for a dedicated, personable, and experienced account manager to assist our clients in achieving their learning goals and business outcomes. Docebo account managers handle all aspects of the customer relationship, are responsible for growing and retaining existing clients within a defined territory, and are supported by a wide cast of resources within Docebo to ensure client success.

The Enterprise Account Manager is responsible for creating a positive experience for the customer, ultimately leading to the renewal, long-term customer satisfaction, and account growth via expansion efforts. You will learn to be a product expert and use this expertise to increase the presence of our platform within your targeted accounts. You will help refine & optimize the customer’s use of the platform by taking advantage of current & new features. The primary goal is to increase customer stickiness (renewal+expansion), increase customer satisfaction and loyalty, creating raving fans.”

**Responsibilities**:

- Demonstrate empathy, be a trusted advisor, and advocate for the customer, ensuring that each touchpoint across the customer journey is engaging, efficient, and effective.
- Own and be responsible for providing accurate and timely forecasting metrics related to upselling, expansion, and renewals.
- Owns customer retention by reducing churn, generating expansion opportunities, increasing customer adoption, and improving customer satisfaction.
- Forecast with accuracy to help the business strategically plan our expected retention rate and portfolio growth to help drive decision-making.
- Work with members of our ADR (Account Development Representative) team to effectively strategize and map out the account portfolios, including the Parent Org and Subsidiaries.
- Coordinate with internal partners such as Professional Services, Technical Experience Managers, Account Development Reps, Account Executives, RevOps, Product, and Engineering teams.
- Identify and mitigate risk early to ensure ongoing customer satisfaction.
- Establish and grow relationships with key decision-makers, executive sponsors, and other business influencers within the organization.
- Understand and communicate the business value and ROI of products, solutions, and services.
- Create customer champions that will participate in Docebo Marketing initiatives.
- Own and execute recurring structured account business reviews designed to focus on adoption, utilization, and critical business objectives.

**Requirements**:

- 6+ years of previous experience as an Account Manager, Customer Success Manager, Customer Experience Manager, or business consultant.
- Experience in LMS, EdTech or HCM
- Meets & exceeds sales & retention targets consistently
- Impeccable negotiation skills
- Great organizational skills. Keep your pipeline organized and updated promptly.
- Agile and flexible. Bring the ability to problem-solve, adapt, and grow quickly to aid in our journey.
- Proven track record of working within a team and coordinating/collaborating with multiple internal stakeholders to successfully meet client expectations
- Prior experience managing a renewable book of business for a software-as-a-service company with a KPI/focus on NDRR expansion
- Strong communication skills and rapport building, while leveraging technology to interact with customers remotely.
- Experience with Salesforce (or other CRMS), sales automation tools such as LinkedIn, Sales Navigator, Outreach and web conferencing tools
- Proficiency in using a consultative approach with a combination of logic, analysis, experience, wisdom, advanced methods to make sound, timely decisions and to find practical and innovative solutions.
- Ability to analyze data and use it to drive conversations and objectives (familiarity with CX tools such as FreshSuccess is a plus)

**Benefits & Perks** \uD83D\uDE0D
- Generous Vacation Policy, plus 2 extra floating holidays to use for religious or cultural events that matter to you
- Employee Share Purchase Pl

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