Account Manager

Team Description: Pendo is seeking a driven and dynamic individual to join our Account Management team in EMEA. At Pendo, we have a maniacal focus on the customer, and their growth and retention is at the heart of our success as a company. As an Account Manager, you will be an integral part of driving performance in our company's business strategy by focusing on retaining and growing your customer base. A renewal serves as an incredibly important breakthrough moment to celebrate and reflect on the past while most importantly planning for the future. You will partner with customers and multiple internal stakeholders (e.g. Customer Success Managers, Technical Support, Services, Product, Finance, Legal, etc.) to ensure value is realized and that our customers are set up for continued success and growth with their subscription. To succeed on our team, you will need strong sales, operations, and analytical skills, as well as determination and discipline to lead, forecast, and execute on your pipeline and book of business strategy with high efficiency. This is a quota-carrying position. Role Responsibilities: Autonomously manage your book of commercial customers. Work cross-functionally to develop growth and renewal strategy and execution plans. Increase penetration in your book of business through existing product portfolio and new offers. Build and manage your opportunity pipeline week on week and provide reliable and timely forecasts to management. Research customer contracts and purchasing history to build timely, accurate quotes for renewals within your book of business. Develop deep expertise and understanding of Pendo's products, upselling options, GTM strategy, and standards for pricing and negotiation of expansions and renewals. Attain quarterly targets for bookings in your book of business, on-time renewals, and overall critical renewal and expansion metrics. Demonstrate the Pendo products in the platform to your customers. Navigate a customer through PoC's, PoT's, and free trials. Negotiate expansions and renewals. Manage any operational transaction and any potential escalations related to any deal to close, commercial impact, and legal or billing elements across your book of business. Participate in account reviews and own partnership growth planning. Record and document all sales activities in according systems (e.g. SalesForce.com). Identify when technical guidance might be needed and bring in the right teams to secure a renewal and future growth. Minimum Qualifications: Minimum 2 years experience in a Renewal Specialist position or similar/related function (e.g. Technology Inside Sales, Sales Operations, Services Renewals) that includes direct customer interaction. Bachelor's degree or equivalent in a numerate, technical or business discipline. Ability to build and manage your opportunity pipeline to a healthy coverage to be able to hit target. Technology sales experience in a subscription model environment, with a proven track record. Excellent interpersonal skills with the ability to handle conflict. Competency with sales pipeline management and CRM tools, including SalesForce.com. Strong negotiation skills, ability to discuss and close multi-year deals. Excellent executive-level communication and presentation skills. Strong collaboration skills to plan account strategies and penetration with the Customer Success team. Approaches work with empathy and a creative, problem-solving mindset. Self-motivated, proactive, energetic team player. Takes an active interest in increasing customer happiness and deepening customer relationships. Extraordinary time and process management skills, ensuring nothing slips through the cracks.

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