Enterprise Account Manager

About Claranet Founded at the beginning of the dot com bubble in 1996, our CEO Charles Nasser had a light bulb moment to develop a truly customer-focused IT business. Since then, Claranet has grown from an Internet Service Provider (ISP) in the UK to being one of the leading business modernisation experts, who deliver solutions across 11+ countries. At Claranet, we’re experienced in implementing progressive technology solutions which help our customers solve their epic business challenges. We’re committed to understanding their problems, delivering answers quickly, and making a lasting impact to their business. We are agile, focused and experienced in business modernisation. Our approach helps customers make genuine, significant shifts in their business strategy, to deliver financial savings, boost innovation, and create a resilient business. We continually invest in our people and the latest technologies, so our customers get peace of mind knowing that they have access to the best talent and services.

In the UK we have over 500 staff working in London, Gloucester, Warrington, Bristol, and Leeds, or as homeworkers.

Working for Claranet Here at Claranet we pride ourselves on going the extra mile for and with our employees (yes, we really mean with). We offer an extensive benefits package that you can tailor to your needs, inclusive of a matching contribution pension scheme, healthcare, insurance, dental, discounted gyms and app supported benefit access. But what we think makes us different is ‘Team Claranet,’ our dedicated internal part of the business that supports you with matters close to your heart. We proudly support local charities in each of our office locations, support employees with paid charity leave, organise key charity fundraising event per year and have a dedicated committee responsible for supporting employee’s fundraising efforts. Claranet are one of the 10 founding members of TC4RE (Technology Community for Racial Equality.) Being a part of a group of leading UK technology organisations, we are dedicated to building a more diverse and inclusive workforce.

Duties and Responsibilities Position Summary As a Enterprise Account Manager, you will be responsible for the overall growth of revenue from our top existing customer accounts. You will be required to drive cross-selling and up-selling activity within the portfolio, whilst minimising revenue churn across all accounts under your management. Acting as the main point of contact for customers through all growth and revenue retention related conversations and activities, you will be accountable for ensuring excellent customer experience across the end-to-end lead to order process, coordinating inputs from other teams and functions as required.

Role Mission Claranet UK’s strategy is to grow primarily from our existing customer base and to ensure consistently excellent experiences across all customers. As a enterprise Account Manager, you will play a critical role in driving both of these strategic objectives through the proactive management of our most strategic customer relationships.

• Drive revenue growth across accounts under management through cross-selling of the portfolio
• Reduce revenue churn in accounts under management
• Operate with a CX first mindset, putting customer outcomes at the heart of how you operate.

Essential duties and responsibilities

• Build and maintain excellent relationships with customers in accounts under your management by understanding their needs, ensuring exceptional service and seamless customer journeys
• Facilitate knowledge sharing between Enterprise Account Managers and Strategic Customer Success Managers responsible for supporting the same customer accounts to ensure a cohesive approach and optimal customer outcomes
• Identify and nurture opportunities to grow revenue across the accounts under your management through cross-selling and up-selling, leveraging knowledge of Claranet UK’s full portfolio of products and services and support from relevant Sales Specialists where necessary
• Develop and maintain an understanding of relevant industry verticals and market trends
• Work closely with the Director of Enterprise Accounts on account development plans
• Collaborate with the Marketing team on account based marketing
• Partner with the Bid Management team to progress bid activity for growth opportunities identified
• Implement strategies to minimise revenue churn and improve customer experience
• Manage budgets and financial forecasts for accounts under your management
• Provide regular updates to the Director of Enterprise Accounts on performance, revenue growth, customer satisfaction and other KPIs.

Position Specifications Behavioural competencies – organisational and behavioural fit

• Flexible and creative to take considered risks
• Learn and adapt quickly to changing situations
• Self-motivated and able to work under pressure
• Ability to travel to different sites and locations on a weekly basis
• Manages conflict and challenges in an open and constructive manner.

Critical competencies – technical fit

• You will have a proven record of accomplishment in successful selling to and managing complex customers. This will have included selling complex solutions and engaging with multiple stakeholders across Enterprise and Large organisations.
• You will be widely recognised as an authority by others in the organisation and external peers for the knowledge and experience you demonstrate
• Demonstrable success in driving revenue growth and developing cross-sell and up-sell opportunities with large scale customer accounts
• Strong relationship management skills, with proven success delivering excellent customer experience
• Knowledge of relevant market trends, with the ability to stay up-to-date on the latest developments