At a Glance
- Tasks: Lead commercial relationships and drive growth for high-value consumer brands.
- Company: Join Siena, the innovative Agent of Record transforming customer journeys.
- Benefits: Competitive salary, premium tools, and a budget for new resources.
- Other info: Enjoy a culture that values autonomy and fosters professional growth.
- Why this job: Make a real impact with cutting-edge solutions in a dynamic environment.
- Qualifications: 3+ years in account management with experience in complex software solutions.
The predicted salary is between 56700 - 69300 £ per year.
Meet Siena. Siena is the Agent of Record for consumer brands, owning the entire customer journey and running on a shared intelligence layer that no point tool can replicate. Consumer brands often run ten or more disconnected tools to manage their customers, starting with support and expanding from there: Shopping Agent, Social Agent, and Siena working alongside a brand's own operators. Hundreds of brands already run real customer volume on Siena in production.
You own the commercial relationship for Siena's highest-value brands, focusing on renewals, expansion, executive trust, and knowing your accounts better than anyone. A deployment strategist owns product outcomes for the same accounts — together you're the Siena pod.
Your responsibilities include:
- Holding your accounts to specific, measurable commercial outcomes: net dollar retention, expansion, and the strength of the executive relationship.
- Owning our Growth and Strategic segment accounts, working at the intersection of customer, sales, and your deployment strategist.
- Leading commercial reviews, executive account mapping, and account planning.
- Running in-person workshops, account visits, and QBRs with your accounts, with moderate travel expected.
Key performance indicators include:
- Net dollar retention (NDR) of your book.
- Executive relationship health across your accounts.
Additional responsibilities:
- Building a concrete account plan with each customer, including commercial, operational, and CX metrics, along with timelines for moving them.
- Monitoring account health and communicating impact clearly using data.
- Maintaining a living stakeholder map for every account and acting on organisational changes before they become renewal risks.
- Building durable relationships with executive decision-makers and owning the executive cadence for your book.
- Driving commercial outcomes by owning renewal negotiations and identifying expansion opportunities.
- Engaging confidently with senior stakeholders and explaining product capabilities.
- Participating in cross-functional projects and building strong internal partnerships.
Qualifications:
- 3+ years in account management, CSM, or a client-facing commercial role with technical, complex software solutions.
- E-commerce or CX industry experience strongly preferred.
- Demonstrated success in renewing and expanding enterprise customers in complex, high-value accounts.
- Experience analysing usage patterns and competitive landscapes, translating data into actionable account strategies.
- Self-directed, balancing empathy with commercial impact.
- Experience in building an agent, automating workflows, or creating tools.
Bonus Points:
- Comfort with API integrations, conversation flow design, and business intelligence tools.
- Work that ships and matters, reaching real consumer brands quickly.
Siena provides equal employment opportunities to all employees and applicants for employment without regard to race, colour, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, or gender expression.
Planning Account Director in London employer: Siena AI
Siena is an exceptional employer for those seeking a dynamic and impactful role as a Customer Success Manager. With a fully distributed global team, we foster a culture of autonomy and ownership, allowing you to tackle real challenges and drive measurable outcomes for our clients. Our commitment to employee growth is evident through our learning budget and the opportunity to work with cutting-edge AI technologies, making your contributions not only significant but also rewarding in a fast-paced startup environment.
StudySmarter Expert Advice🤫
We think this is how you could land Planning Account Director in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Siena AI. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Siena AI before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Planning Account Director in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Siena AI:Your cover letter is your chance to shine! Tell us why you want to work at Siena AI specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Siena AI!
How to prepare for a job interview at Siena AI
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
