Commercial Account Manager (EMEA)

at  15below Ltd

We make journeys easier and more enjoyable by giving our customers and their passengers a stronger sense of control. From disruption management to hyper-personalised pre-departure communications and mobile boarding passes, we build the technology to help companies stay connected with their customers at every stage of their journey.
Established in 2000, we have since grown to become one of the travel industry’s major suppliers of passenger messaging solutions. More than 60 airlines, rail and travel management companies, including British Airways, Flight Centre, Qantas, Ryanair and JetBlue use our notifications platform. With exciting plans for the future, it’s time for us to expand our growing team and we’re hoping you are who we’re looking for.

OUR CULTURE:

Our culture is at the heart of what we do every day, and travel is part of that too, that’s why we’re proud to live by our values.
Flying high: yet still climbing We know our stuff and are happy to share our knowledge and expertise. We pride ourselves on being at the top of our game and strive to keep learning.
People are our passport to success: they’re at the heart of everything we do We develop strong relationships built on trust and respect, and always do the right thing by each other and our customers.
Accelerating forward: embracing change, challenge and growth Whether it’s for ourselves, our colleagues or our customers, we are always looking for ways to improve and to grow. We’re not afraid to challenge the status quo and drive change with enthusiasm.
All inclusive*: we’re a strong, collaborative community We share the same vision; to make 15below the best it can be. We pull together to make it a reality, look out for each other along the way and make sure everyone’s voice is heard.

Enjoy the journey: bringing fun and positivity to everything we do We’re proud and passionate to be part of the 15below family, and never take ourselves too seriously. Having fun is really important to us.

• We are committed to maintaining our welcoming and open culture where differences are embraced. We know that some people are hesitant to apply for roles unless they tick every box, but if you’re excited about this role and your experience doesn’t fully align, we encourage you to apply anyway. You might be the right person for this or other roles.

We’re certified with Flexa, making us a ‘truly flexible employer’. Flexibility is part of our culture and if you’d like to know more about this then take a look at our Flexa profile.
We’re also proud to have earned a Great Place To Work Certification and are officially a great place to work for wellbeing and for women. This year, 95% of employees said it’s a great place To Work – 41% higher than a typical UK company.

As Commercial Account Manager, you will manage the commercial activity within a portfolio of customers. As part of this role, you will be responsible for:

Account Management Strategies

• Maintaining individual account plans initially created with BDM (and maintained annually) to identify target account growth opportunities and strategies to convert
• Understanding business strategic objectives and develop accounts to meet these
• Maintaining an in depth understanding of the customer portfolio to help identify commercial opportunities (upsell/cross-sell/change requests) and plan sales strategies accordingly
• Identifying other customers in the portfolio with similar company personas and opportunities for cross-learning, growth strategies and introductions
• Working with Customer Success Manager to build the relationship with the customer and grow the account

Customer Relationships and Account Growth

• Maintaining excellent long-term relationships with customers
• Extending contacts and relationships internally at customers, identifying opportunities for expansion into other functions/departments
• Working with the Marketing and Telesales teams to provide ideas for content to drive new leads
• Working with Marketing team to use customers for Press announcements and case studies
• Maintaining status of customer satisfaction/happiness (RAG) accurately to report recurring revenue churn risk and other issues
• Providing point of escalation for internally for 15below and externally for the customer to always ensure we are maintaining the best possible commercial relationships
• Track and manage changes of customer staff and stakeholders
• Representing 15below at trade shows internationally
• Identifying opportunities for customer training as part of any commercial activity, and working with the Product Training Manager and Customer Success Manager to commercialise and deliver these
• Managing and converting commercial opportunities at customers for product cross-sell and customer change requests
• Preparing commercial proposals, contract renewals and respond to customer RFIs and RFPs
• Reviewing current and potential engagement at customers, working with Head of Commercial and CCO to agree levels of Account Management required
• Managing each account with a structured and systematic approach, to enable accurate forecasting against targets
• Maintaining a pipeline of opportunities across the portfolio and accurately forecast close dates and probability
• Negotiating contractual terms and pricing (one-off and recurring) and managing contract renewals

Product and Project Delivery

• Developing and maintaining an excellent understanding of 15below’s product capabilities to ensure that they are accurately presented to customers
• Collaborating with the Product team to develop “go to market” plans for new product introductions to customer portfolio
• Presenting the 15below capabilities and product portfolio face to face and remotely to customers
• Participating in face-to-face meetings with customers
• Working with the Business Analysis team to gather technical requirements from customers