Account Manager

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The Account Manager (AM) protects and grows recurring revenue across a portfolio of key customers. The AM owns the commercial side of each account: renewals, expansion (upsell and cross-sell), executive relationships and renewal risk. The AM manages a book of business worth more than €4 million.

Each AM is paired 1:1 with a Customer Success Manager (CSM) on their accounts. The AM protects and grows revenue; the CSM protects and grows value through onboarding, product adoption, training and day-to-day user relationships. Together they build long-term customer partnerships that drive sustainable growth and predictable retention.

This position is with our Operations Division.

• Maintaining accurate renewal stages, forecasts, risk categories and next steps, reviewed bi-weekly with the manager in Gong.
• Leading all commercial renewal conversations, and owning and negotiating contract renewals and addenda.
• Building and executing renewal plans so there are no surprises at negotiation and renewals close on time.
• Escalating all at-risk renewals to the manager.

• Maintaining whitespace maps for at least 50% of accounts, always including the top 10, updated quarterly and reviewed with the manager.
• Identifying expansion opportunities from customer goals, product usage and trigger events, including adoption insights shared by the CSM.
• Developing upsell and cross-sell strategies that expand platform adoption across new teams, business units, geographies, products and use cases.
• Creating and driving expansion opportunities to close, with pipeline coverage of 3x the expansion target.
• Identifying opportunities to enhance the go-to-market (GTM) strategy and the roll-out of new products.

• Establishing direct relationships with Economic Buyers, budget holders and executive decision-makers.
• Leading Quarterly Business Reviews (QBRs) and Executive Business Reviews (EBRs) together with the CSM: the AM leads the commercial conversation, the CSM brings usage and adoption data.
• Ensuring every account meets with Enhesa at least once a year.
• Positioning Enhesa as a strategic business partner and driving value at every interaction.

• Understanding customer goals, stakeholders and organisation to accurately assess renewal risk.
• Regularly reviewing account health and renewal readiness with the CSM partner.
• Conducting renewal health assessments and risk reviews, and documenting at-risk strategies and next steps in Gong.
• Escalating high-risk accounts to the manager in bi-weekly meetings, so there is no surprise churn.

• Running a weekly AM–CSM sync on account health, risk flags, upcoming renewals and priorities.
• Taking the lead when a health or adoption risk flagged by the CSM affects renewal revenue.
• Acting as the commercial liaison between the client and Enhesa, coordinating internal teams during escalations.
• Representing the Account Management team in cross-functional projects to protect client satisfaction and enable growth.

• Supporting Account Managers with development, training, onboarding of new AMs and use of internal tools.
• Representing Enhesa at selected tradeshows, industry and partner events to strengthen client relationships

Bachelor’s degree in business, communications, marketing or similar field of study from an accredited university required.

• 5-7 years of demonstrated experience with sales and account management in a B2B environment in the SAAS, IT, insurance, engineering, financial services or consultancy industry.
• Experience in executing sales and account plan-based strategies for current clients.
• Demonstrated ability to achieve annual growth targets and client satisfaction.
• Solid project management/cross-functional collaboration.
• Solid problem-solving and customer relationship management (CRM) skills.
• Knowledge of internal tools: Jira, Confluence, and SharePoint.
• Team player. Ability to work on a team in a collaborative environment, sharing information and best practices.
• Fluency in English. Other languages are an asset.
• Proficiency in Microsoft Office Suite 365.