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Account Manager

UK/London Account Management

About Us

ToolsGroup is the world’s most experienced provider of market-driven demand analytics, supply chain optimization and retail demand management software. Having been high performing for more than 20 years, we have a loyal global customer base of more than 300 customers worldwide in more than 44 countries and an excellent reputation for delivering high quality product and superior results.

ToolsGroup is recognized in multiple Gartner Magic Quadrants and Nucleus Value Matrices. Our solutions include Demand Analytics, Merchandise Planning, Demand Planning, Inventory Optimization and DRP. Our unique approach supports highly intelligent decision-making, combined with ease-of-use.

 

About the Role

As a ToolsGroup Account Manager, you’ll be responsible managing the overall commercial relationship, including revenue retention and renewal, and revenue expansion for an assigned portfolio of ToolsGroup Customers. It’s the Account Manager’s goal to make every customer successful by building a trusted advisor relationship and guiding them to achieve their business objectives using the ToolsGroup platform and the appropriate ToolsGroup resources and services.  This is a quota-carrying position that offers the opportunity to make a major revenue impact for ToolsGroup.

The Account Manager will be responsible for defining account plans that span all corporate entities within the account and addresses short-term, medium-term, and long-term expansion plans that increase the value of the partnership for both the customer and ToolsGroup. The Account Manager will propose and negotiate renewals and account expansion opportunities, drawing on ToolsGroup management as needed. The Account Manager will be responsible for forecasting account revenue and ensuring the timely delivery of forecasted commitments. The Account Manager will provide regular briefings on progress against plan to senior management.

The Account Manager will identify and leverage company-wide resources, in concert with the Customer Experience manager to address any customer satisfaction, growth or renewal risk opportunity in their portfolio, and will advocate to the CRO and the Executive Leadership Team to articulate the revenue implications and opportunities within the account.

The Account Manager will work closely with the Customer Experience team, and all other Departments interacting in support of the account, to ensure solution and customer operational health. This is an individual contributor role.

 

Main Responsibilities

  • Take control of new customer and account commercial relationships once the Sales Team has a signed contract with the net new customer, ensuring a smooth hand-off in the eyes of the customer
  • Commercially responsible for your portfolio of customers, you will own revenue targets, contracts, renewals/expansion and contribute to customer satisfaction, developing and maintain Account plans that define account revenue growth and expansion.
  • Maintain and grow relationships with customers by matching customer needs with our products and services initiate and lead conversations aligning customer needs with our solution suite
  • Expertly drive a complex buying cycle with both technical & business decision makers while working in lockstep with ToolsGroup delivery teams
  • Recognize expansion sales opportunities across assigned corporate accounts and effectively manage opportunity sales cycles to bring to closure providing mutually beneficial outcomes that deliver on customer needs and ToolsGroup revenue goals
  • Ability to position, sell, and articulate the value of service offerings to assigned accounts mitigation plans
  • Ensure excellent renewal rates through organized account management, and in cooperation and in concert with Customer Experience Manager.
  • Negotiate contracts and T&C, close business and collaborate internally to ensure successful implementations and long-term success for your customers
  • Deliver accurate forecasting of growth opportunities and manage pipeline via Salesforce
  • Develop strong relationships with C-level executives in Merchandising, Planning, Inventory Management, IT, and adjacent functions, departments, and divisions acting as a trusted advisor to ensure ToolsGroup has full situational awareness and the ability to spot expansion opportunities and risks to account revenue
  • Organize product briefings and demonstrations in coordination with Pre-Sales to ensure customer understands capabilities and business value to them specifically
  • Learn and maintain in-depth knowledge of ToolsGroup and related technologies, competitors, industry trends (Retail, CPG, Wholesale/Distribution, Aftermarket) such that you can articulate differentiators, value and customer benefit
  • Uncover and mitigate any risk that threatens each customer’s growth, satisfaction, or renewal; collaborate with Customer Experience and Product teams to define risk
  • Build a solid base of referenceable customer contacts within your assigned portfolio
  • Conduct regularly scheduled Executive Quarterly Business Reviews with assigned accounts to discuss strategic alignment, progress to plan, and gauge satisfaction - ensure reference ability
  • Help develop customer case studies and testimonials
  • Support marketing events such as trade shows and drive customer attendance at User Groups and Executive Board events

 

Requirements

  • Passionate about customer success; seeks to achieve extraordinary results through tenacious and creative problem solving.
  • At least 10 years of experience in a SaaS/Enterprise Software Account Management or Customer Services and/or
  • 5 years of experience in a customer facing role in the Merchandise Planning & Inventory Management Software industry combined with 5 years practical industry experience in Merchandise Planning (MFP & AP) & Inventory Management (Forecast, Replenishment & Allocation) functions.
  • Experience is Sales, Account Management, Customer Success, Implementation Consulting
  • Outstanding presentation and communication skills (written and verbal)
  • Strong interpersonal skills and relationship building ability, especially with C-Suite
  • Strong analytical and problem-solving skills for identifying customer needs and developing solutions with all levels of customers
  • Experience in commercial contract negotiations including new contracts and renewals
  • Demonstrated ability to seamlessly participate in discussions with business and technical leadership and grow relationships at all levels of an organization
  • Proficiency with Microsoft Office and Salesforce
  • Bachelor’s degree in Business Administration, Supply Chain Management, Economics, Statistics or related field, MBA is desired
  • Ability to travel 30%

 

We are a team of people who are crazy about Retail, Supply Chain, Machine Learning and Success! You’ll accomplish great things at ToolsGroup and grow in ways you didn’t consider possible; you will do the best work of your career and form long-lasting professional relationships with people who are just as motivated and talented as you are.

Our benefits don't stop with competitive salaries, 401K matching with immediate vesting, comprehensive medical, dental, vision, and life/disability insurance. We also provide our employees with an annual performance bonus, commuter reimbursement, on-site fitness center, fancy coffee in tiny cups, lots of “groupie grub,” flexible work schedules and most importantly… the opportunity to surround yourself with the very best and brightest from around the globe.