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For Companies At a Glance
- Tasks: Drive customer success and strategy for top-tier UK clients using our WhatsApp marketing platform.
- Company: Fast-growing VC-backed SaaS scale-up with a focus on innovation.
- Benefits: Competitive salary, hybrid work model, and opportunities for professional growth.
- Why this job: Be a key player in transforming client relationships and driving revenue growth.
- Qualifications: Experience in e-commerce and strong commercial acumen required.
- Other info: Join a dynamic team and shape the future of customer success in the UK.
The predicted salary is between 36000 - 60000 £ per year.
Location: Hybrid: London and other UK travel expected frequently
Reports to: Partnerships & CS Director
The Opportunity
We are a $450M VC-backed SaaS scale-up. In the UK, we are set to rapidly grow, working with direct customers and agency and tech partners leveraging our powerful WhatsApp marketing platform, to help UK retailers increase conversion, LTV, and brand affinity. We are hiring two Account Directors to take control of our top-tier UK portfolio, and support the international team in delivering excellent customer service and strategy. This is not a "ticket-resolving" support role. This is a strategic, commercial seat. You will be the face of the company for our most valuable brands, fixing implementation speed, establishing the right meeting cadences and structures, and ultimately proving that WhatsApp is their greatest opportunity.
The Mission
We're looking for people who can drive adoption, increase net revenue retention and safeguard against churn. We need you to take our highest-potential clients and turn them from "testing the waters" to "evangelists." You will work alongside an established support team in India who handle the technical heavy lifting, freeing you up to focus on strategy, relationship, and revenue. You will help define how we do Customer Success for the entire region.
What You Will Do
- Own the Lifecycle: You take the baton the moment the deal is signed. While we have a dedicated Onboarding Team to flick the switches, you own the narrative, the timeline, and the "Time to Value."
- Commercial Ownership: You own the commercial relationship, including contract renewals and upsells. You aren't just checking in; you are identifying opportunities to move clients to higher tiers based on their performance.
- Fix the Cadence: You will audit and rebuild the way we speak to clients. No more "just checking in." You will run Quarterly Business Reviews (QBRs) and strategy sessions that clients actually want to attend and drive significant value.
- Escalation & Strategy: You are the escalation point for the UK. When a CEO is unhappy, you fix it. When a Marketing Director needs a strategy for Black Friday, you build it.
- Manage the Portfolio: You will eventually manage a book of high-value accounts. You will direct the support team in India to execute technical tasks for your clients, ensuring quality and speed.
Who You Are
- The "Fixer" Mindset: We have a playbook, but it will evolve quickly. You are comfortable walking into difficult conversations and turning them into steps to success.
- Commercially Sharp: You understand that Customer Success is a revenue function. You are comfortable discussing contracts, negotiation, and P&L with founders and Ecommerce Directors.
- An E-commerce Native: You ideally have experience in the MarTech stack. You know what Klaviyo, Shopify, and Attentive do. You understand what "Headless Checkout" means and why "Cart Abandonment" matters, you can talk "API" with Devs and CAC with CFO's.
- Radical Ownership: You don't blame "the product" or "the support team" for delays. You own the outcome and drive the internal teams to deliver for your client.
The Tech Stack
- Core: WhatsApp Business API (Quick Engage)
- Ecosystem: Shopify, Magento, Klaviyo, Gorgias
- Internal: Hubspot, Slack, Notion
Why Join Now?
- First in: You will be one of the first true CSM hires in the UK.
The Product
Our stats are undeniable (98% open rates vs 20% email). The product works; we just need to ensure our service allows customers to realise the true potential of the channel.
The Backing
We are well-funded ($450M valuation), ambitious, and ready to dominate the UK market.
Account Director in Slough employer: Fulfilled Talent
Contact Detail:
Fulfilled Talent Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Account Director in Slough
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, and don’t be shy about reaching out on LinkedIn. The more connections we make, the better our chances of landing that Account Director role.
✨Tip Number 2
Show off your expertise! When you get the chance to chat with potential employers, share insights about the MarTech stack and how you can drive customer success. We want to demonstrate that we’re not just another candidate; we’re the one they need to boost their revenue.
✨Tip Number 3
Prepare for those tricky questions! Think about scenarios where you've turned unhappy clients into happy ones or how you've driven adoption in previous roles. We need to show that we have the 'Fixer' mindset they’re looking for.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows that you’re genuinely interested in being part of our ambitious team. Let’s make it happen!
We think you need these skills to ace Account Director in Slough
Some tips for your application 🫡
Show Your Strategic Side: When writing your application, make sure to highlight your strategic thinking skills. We want to see how you can take control of client relationships and drive value, so share examples of how you've done this in the past.
Be Commercially Savvy: Don’t shy away from discussing your commercial acumen. We’re looking for someone who understands the revenue side of Customer Success, so include any relevant experience with contracts, negotiations, or upselling in your application.
Demonstrate Your Fixer Mindset: We love a good problem solver! In your application, give us a glimpse of how you tackle challenges head-on. Share stories where you turned difficult situations into success, showing us that you’re the 'Fixer' we need.
Tailor Your Application: Make sure your application speaks directly to the role. Use the job description as a guide to tailor your CV and cover letter, showcasing how your skills and experiences align with what we’re looking for. And remember, apply through our website!
How to prepare for a job interview at Fulfilled Talent
✨Know Your Stuff
Before the interview, dive deep into the company's WhatsApp marketing platform and its impact on retailers. Familiarise yourself with key metrics like conversion rates and customer retention strategies. This will show that you're not just interested in the role but also understand the business's core objectives.
✨Showcase Your Fixer Mindset
Prepare examples from your past experiences where you've turned challenging situations into success stories. Highlight how you’ve navigated difficult conversations or resolved client issues effectively. This will demonstrate your ability to take ownership and drive results.
✨Be Commercially Sharp
Brush up on your knowledge of contracts, negotiations, and P&L discussions. Be ready to discuss how you can identify upsell opportunities and enhance client relationships. This will prove that you understand the commercial side of Customer Success and are ready to contribute.
✨Engage with E-commerce Knowledge
Familiarise yourself with the MarTech stack mentioned in the job description, such as Klaviyo and Shopify. Be prepared to discuss concepts like 'Headless Checkout' and 'Cart Abandonment'. This will show that you’re not just a generalist but someone who can speak the language of the industry.
