Account Manager

at  Dye Durham

DESCRIPTION

Dye & Durham, a leading global provider of cloud–based software and technology solutions, provides critical information services and workflows used by clients all over the world to manage their process, information, and regulatory requirements. The company is focused on an unwavering commitment to customer excellence and to the personal and professional growth of its employees. It offers rewarding opportunities for those with legal, tech, financial services and government relations expertise. With clients that include major law firms, financial service institutions and government organizations in Canada, the United Kingdom, South Africa, Ireland and APAC, a fulfilling career awaits you at Dye & Durham.

SKILLS, KNOWLEDGE & EXPERTISE

• Minimum 5+ years of account management, customer success experience and/or sales, customer service in a B2B software environment (SaaS experience beneficial)
• Post secondary educations in business, accounting, law (or a related field) or equivalent experience in the legal industry (beneficial)
• Demonstrable ability to communicate, present and influence key stakeholders at all levels of an organization, including executive and C-level
• Desire and ability to learn the functionality of Dye & Durhams products in order to facilitate training and demos to customers and prospects.
• Self-motivation, collaboration skills, and passion for exceeding customer expectations
• Strong communication and presentation skills
• Travel Requirements up to 20% (Client trainings, meetings, conferences)

JOB PURPOSE:

The Account Manager is responsible for executing the Australian sales strategy within clearly defined markets by targeting existing customers to upsell and cross sell the Company’s products and services. The role holder will take a determined approach to retain and grow the existing customer base to minimize churn, maximize retention and exceed revenue growth targets.

KEY RESPONSIBILITIES

• Serve as the primary point of contact and build long-term, value driven relationships with Dye & Durham customers and deliver exceptional customer experiences on a day-to-day basis
• Execute strategies & tactics to exceed revenue growth, customer retention, and churn targets
• Identify and convert upsell, cross-sell, and renewal opportunities to achieve sales objectives
• Negotiate contracts and close agreements to maximize profits
• Proactively connect with customers through email, phone, online presentations, and in-person meetings & events to drive revenue growth, product adoption and customers satisfaction
• Develop a trusted advisor relationship with key accounts, customer stakeholders and executive sponsors
• Ensure the timely and successful delivery of our solutions and various projects according to customer needs and objectives
• Communicate clearly the progress of monthly/quarterly initiatives to internal and external stakeholders
• Forecast and report key account metrics including net revenue growth, retention rates and churn risk
• Monitor and analyze customer’s usage of our product
• Responsible for working with the Sales and marketing teams to develop strategic marketing plans and ensure KPIs are being met
• Maintain accurate client records in Salesforce, keeping track of any contract updates and renewals
• Sharing feedback with the Product organization to ensure we are building with customer front of mind
• Update job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations