[Hiring] Account Manager @EnergySys

Role Description

Alongside our partner-held accounts, we still have a number of direct customers, and over time they will move across to the partner model too. Looking after all of them, direct and partner-held, is what this role is about. Some of our customers have been with us for well over a decade, and we have never invested in a team that is close enough to the account to notice expansion opportunities or churn signals.

Two things make this a challenging role:

• Partner Model: Partners own the day-to-day relationship with most of our customers, which is right for the business, but it leaves us one step removed from what is going on inside an account. You will need to build relationships with customers through and alongside partners, without undermining them, and still know enough to spot both trouble and opportunities as early as possible.
• Scale: Our customers are large oil and gas operators with procurement teams, legal teams, IT strategies, and internal politics of their own. We are a small organisation. You may be dealing with several large enterprise teams per account, with little of the process or support that an account manager at a big software company would take for granted. You will have the autonomy to build this yourself.

This is a job for a self-starter. You’ll get guidance, context, and backing, reporting to the CEO initially and to the VP Business Development once in post, with direct access to the leadership team. You’ll be expected to take a problem, ask the right questions, and work out how to approach it. There is no playbook for this role yet. If the idea of writing that playbook excites you, then this job is probably for you.

Retention comes first, and expansion is a close second. If you have run enterprise renewals with procurement teams and know how to get results through partners rather than around them, you will see the impact of your work here quickly.

Responsibilities

• Own retention across the customer base.
• Run direct renewals end to end.
• Support partners on the accounts they hold.
• See churn coming and head it off.
• Find expansion and route it to partners.
• Open doors for Marketing.
• Keep Salesforce the single source of truth.
• Stay close to support, without owning it.

Success Metrics

What success looks like in year one:

• In the first 90 days:
  • You know the platform and our core use cases well enough to hold a credible conversation with a customer about how they use it.
  • You’ve met every customer and every partner, and you know who the decision makers and the day-to-day contacts are on each account.
  • You’ve reviewed every contract and know every renewal date, every notice period and where the risk sits.
• By the end of year one:
  • Every renewal outcome is visible months in advance, and nothing lands on the VP Finance’s desk at the last minute.
  • Every renewal and every risk is tracked in Salesforce, with an account health view that leadership and the board trust.
  • Account plans are in place for our top accounts, agreed with the relevant partner where there is one.
  • Direct customers are moving onto our new agreements, and there is a clear plan for the ones that aren’t there yet.

Qualifications

• You have run renewals with large enterprise procurement and legal teams: multi-year agreements, pricing conversations, changes to terms, and the patience to see them through.
• You’re a self-starter who takes ownership and isn’t afraid of change.
• You have high expectations of yourself and others.
• You have account management experience at an SME or high-growth company, selling enterprise SaaS or PaaS, with a record of keeping retention high across a book of large accounts.
• Ideally, you have worked in a partner-led model.
• Oil and gas experience is useful but not required.
• You’ve worked in a PE-backed business and understand that retention is the number the board looks at first.
• You’re comfortable working with customers and partners across several time zones.

Benefits

• Uniquely positioned to displace legacy incumbents.
• A chance to get in at the start of a GTM motion.
• Well-funded, PE-backed business looking to scale.
• Real ownership and accountability.
• Fully remote, with flexible working.
• Unlimited holiday.
• Private medical insurance (AXA Health).
• Pension match up to 8% of salary.
• Life assurance and income protection.
• Global travel insurance.
• Enhanced parental leave.
• EV salary sacrifice scheme (Octopus).

Interview Process

• Initial conversation with the CEO.
• Second stage with two leadership team members.
• Meeting with our Partner Manager.
• A short presentation on something you’re passionate about (any topic, not necessarily work-related).