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Technical Account Manager

Closing date
4 Oct 2021

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Technology & New Media
Salary Band
Contract Type
Full Time
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Location: Manchester - Hybrid work model

Reporting to: Head of Customer Success

Opportunity to join a world leading software technology business, based in Manchester, UK, with a global customer and employee base.

Reporting to the Head of Customer Success, you will work with our sales teams to demonstrate what success looks like to our customers and be accountable for these success measures.

You will lead customer workshops and field analytics questions to empower our customers to best use the Adopt platform to deliver the most value to their business.

You will be key to AppLearn's overall sales and growth strategy and will be focused on not only helping our customers/prospects identify, define, and quantify value in implementing the Adopt Platform, but also aligning the value to the overall goals of the customer organization

Key responsibilities:
  • Demonstrate what 'success' looks like to each customer to our pre and post sales teams
  • Be accountable for these success measures and ensure they are implemented
  • Track customer performance against success measures and create use cases and success stories
  • Empower our Sales team with the information to close opportunities
  • Enable our Sales team to facilitate value-oriented discovery
  • Lead customer workshops during implementation and BAU to translate success measures in to OKRs
  • Use analytics to proactively identify opportunities for new Adopt interventions that will positively influence OKRs
  • Lead value accelerator workshops
  • Become an analytics 'super user' and provide feedback to support and prioritise the analytics roadmap
  • Work with customers to help them understand the analytics and help them better engage with the Adopt platform
  • Coach Sales and Customer Success teams on critical business issues faced by customers and help articulate the Adopt value proposition from a business value point of view

What experience you should bring to be successful:
  • 2+ years' experience in software and technology
  • Understanding of software adoption and business value drivers
  • Technical and analytical skills with the proven ability to identify areas of potential value across the deal cycle, and develop an approach to assess each area
  • Data-driven mindset, able to supplement soft analysis completed within the business with hard data through business modelling and analytics
  • Experience with data visualisation tools such as PowerBi
  • Great communication skills, able to clearly articulate and present complex situations and concepts. Includes in written form, visual design and interpersonal communication
  • Proven builder of internal and external relationships, understand the needs of both customers and their stakeholders
  • Experience working in a customer facing role with B2B customers

What do we offer in return?:
  • 25 days holiday
  • Hybrid, flexible working model
  • Share options
  • Pension plan
  • Enhanced maternity, paternity and adoption leave
  • Health cash plan
  • Annual pay review
  • Discounted gym membership
  • Cycle to work scheme
  • Free breakfast every day when in the office
  • Free onsite parking
  • Free office fitness and mindfulness classes
  • Monthly well-being sessions
  • 24/7 mental health support and company paid counselling
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