Account Manager, NAM

UserZoom helps businesses optimize User Experience of Web-based products and Mobile Apps. The benefits of good UX Design and Usability are many and the ROI is high. However, designing excellent customer experiences is not an easy task and user testing has become a crucial aspect of User Centered-Design and Software Development. That's why we’ve developed a feature-rich, cost-effective SaaS (Software as a Service) solution for online UX research and testing. It’s used by highly demanding UX Professionals and Online Marketers around the world.

About the Position

Amazing things are happening at UserZoom and we are looking for a proven sales professional to join our team. As an Account Manager for the North American market, you will be responsible for growing revenue and maintaining annual renewals with existing Enterprise customers in your specific vertical. Working with Fortune 500 companies, you will be a trusted advisor partnering with some of the most talented people in UX, Product and Design to help influence corporate UX strategy.

Through a mix of customer retention and upsells, your success will be rewarded with uncapped earning potential. You will be a key member of our dynamic Account Team and your role will include building partnership plans with your customers, owning internal account plans, delivering Executive Business Reviews (EBRs), and ensuring the customer journey is followed. Through these activities you will be able to retain and grow the book of business within a focused group of accounts.

Our most successful Accounts Managers are experts at building relationships and understand the importance of truly getting to know their customers. They do this through perceptiveness, constant curiosity and the ability to challenge customers in a productive way. Ultimately, they demonstrate critical thinking which enables them to deliver business goals under pressure, identify new opportunities and build long term mutually beneficial customer partnerships.

Responsibilities

• Retain and grow Annual Recurring Revenue with approximately 35-40 customers
• Execute on strategies and activities to prevent and/or minimize any down-sell or churn risks
• Diagnose customer needs and recommend solutions that reflect a clear understanding of your customers’ UX goals with our products and services, primary differentiators and key competitors’ offerings

• Create and deliver accurate sales forecast along with timely processing of renewals and upsells
• Work closely with the Research Partner team to ensure strong usage and adoption
• Triangulate customer usage and adoption data with their UX goals
• Identify expansion opportunities within your customer base for the Account Executive team
• Follow a consistent and repeatable process within UserZoom Customer Journey: build partnership plans, internal account plans, deliver EBRs
• Effectively share industry trends, marketing resources and relevant case studies within account portfolio
• Manage, track, and report on all renewal and upsell activities and customer information in Salesforce.com
• Be a trusted advisor and able to provide solutions to business challenges that are mutually beneficial

Requirements

• Minimum 3+ years of SaaS (Software as a Service) quota experience (UX Research, Analytics, Data Visualization preferred) in an Account Management role across B2B accounts
• Consistent Sales Performance of customer retention and meeting revenue targets
• Strong problem-solving and analytical skills
• Ability to create clear messaging to articulate and promote the business use cases of new technology
• Experience delivering business cases, account plans and EBRs with existing customers
• Able to collaborate across the Account Team
• Demonstrable knowledge of procurement and contract process
• Knowledge for User Research Methods, Market Research methods, Web & Mobile Analytics an advantage
• Willingness to travel about 25%
• Passion for web technologies and great user experience

Benefits

UserZoom offers competitive benefits for our US employees including:

• 15 PTO days per year, on accrual basis
• 5 Sick days, available on January 1st
• 10 Paid Holidays
• 2 Floating Holidays, prorated dependent on hire date
• 1 Birthday day
• 401k, with match
• Stock Options
• Health Benefits: Medical, Dental and Vision

• Medical: UserZoom pays 90% for employees
• Dental: UserZoom pays 100% for employees
• Vision: UserZoom pays 100% for employees

• Up to 75% for dependents

• Flexible Spending Account
• Health Savings Account
• Commuter Benefits
• Basic Life Insurance
• Long-Term Disability
• Short-Term Disability