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Account Management Team Lead

Full-time Remote / Europe

At LiveChat, we are creating a world where people and businesses can communicate without any barriers and can fully express themselves. The Sales Org is helping prospective and current customers make this mission come alive! 

Our Core Values

Our business philosophy is rooted in the way we operate and the way we sell. If these hit close to home with you, LiveChat may be the place for you!

  • “Fight for every inch” mindset;
  • Keep it simple;
  • Teamwork;
  • Take ownership;
  • Tell it how it is;
  • Be creative;
  • Learn from mistakes;

You can learn more about our vision and mission within LiveChat’s Constitution.

 

Sales Organization Overview

Our sales organization is new, scaling, and just getting started. In 2019 we got our start inside an already thriving company about to reach 28,000 customers after 17 years of product-led growth. We’re now at 33,000 customers and our sales organization has grown by 200% from 2019 to today. By 2021 we are growing in foundational areas needed to scale our impact and revenue. You’ll be joining a start-up within a larger company, where you are counted on to contribute to our growth in a number of ways. If you’ve been looking to join an early sales organization growing rapidly, this is the team for you.

Role Overview

Account Managers are a crucial part of our sales organization at LiveChat and you will be a part of helping to lead the team.  We are looking for a hands-on leader who will think and act both strategically and tactically to drive the team’s engagement at all points of the customer lifecycle. In this role, you’ll lead a team of 4-6 Account Managers who are responsible for onboarding, training, coaching, and strategizing with key stakeholders within an assigned portfolio of customers. You will continually coach the team to explore customer’s pains, help each AM understand the full value of our product suite, and work with the team to exceed retention and expansion KPIs through deep customer relationships.

You should be enthusiastic, optimistic, and creative with the ability to inspire others, as you will be responsible for coaching, mentoring and developing individual Account Managers of varied experience.

 

Let’s chat if you:

  • Are committed to working with an Account Management team and Leadership team spread across multiple time zones (US and EU);
  • Have direct B2B SaaS account management experience and account management leadership experience;
Preferred: 2+ years experience in account management or customer success
Preferred: 2+ years experience managing a team
Preferred: Background in SaaS
  • Prior experience owning the full customer lifecycle (upsell/expansion sales cycle, from identifying expansion opportunities to building the relationships with key stakeholders to negotiation and of course retaining a customer base);
  • Experience coaching and leading a team towards established operational goals such as revenue retention, revenue growth, and/or client satisfaction;
  • Demonstrated ability to communicate, listen, negotiate, present and influence credibly and effectively at all levels of organizations (via multiple channels – phone, social, email, and in-person);
  • Strategic thinker with experience developing processes to support high-performing teams;
  • Demonstrated flexibility with shifting priorities and ability to balance the existence of clear systems and processes with the need to modify processes in the service of continuous improvement and the changing demands of a rapidly growing business;
  • Pride yourself on accountability, effort, and working collaboratively to create positive outcomes.

 

In this role, you will:

  • Ensure that our Account Managers are providing best-in-class account management by deeply understanding clients’ needs, building-wide and deep relationships within key accounts, developing strategic account plans, meeting key performance indicators tied to retention and expansion, and educating clients about all of LiveChat, Inc.’s current and future products;
  • Coach and support each Account Director on your team, including holding regular one-on-one’s; giving specific, targeted, and timely feedback; identifying opportunities for growth and development; supporting the hiring, onboarding, and ongoing training for team members; and tracking performance metrics at the team and individual levels;
  • Support Account Managers with virtual client meetings, training, and executive-level presentations;
  • Manage renewal, expansion, and client health metrics for your team overall and for Account Managers individually;
  • Review account plans and monitor overall account health across the team and the book of business for Account Managers;
  • Build and improve processes with teams across Outreach, Marketing, Research, and Client Success functions to add value and strengthen the health of clients;
  • Proactively own and manage a portfolio of mid-market accounts and become their trusted advisor and influencer;
  • Collaborate with the Sales Team Leads, Product Managers, and Marketing Leadership to ensure the voice of our customers is heard and accounted for;
  • Obsess over key AM metrics of satisfaction, health, expansion, and retention.

 

Benefits:

Come for:

  • Working in an environment of passionate people on big-league projects (on products that attract more than 33k paid customers worldwide and counting) and used worldwide by millions of people every month.
  • Solid salary with all government expenses covered. Any change in obligatory government fees is automatically adjusted in your salary.
  • All the equipment and tools you will ever need to succeed in your work.
  • A dedicated spot just for you on our Team page.

Stay:

  • Healthy. We cover a private healthcare plan for you
  • Fit. We cover a Multisport (or equivalent) program for you so you can invest in your wellbeing
  • Related. Each team has a recurring integration budget to spend on team-building activities, and each employee has a similar personal budget.
  • Comfortable. Do you live in Wroclaw or nearby and prefer to come to the office? You can join our pet-friendly coworking space any time you want.

Support for your self-development with:

  • Free access to Udemy courses,
  • Every book you’d ever want from Amazon,
  • Access to Worksmile platform with a monthly budget for benefits marketplace,
  • Ability to participate in internal (e.g. our LiveChat Academy) and external workshops (e.g. Reforge),
  • Time and space for your creativity and ideas to be shared during our Side Project Days and Innovation Sprint.

Our mission is to help people and businesses communicate better and fully express themselves. Join us on this journey and let’s build the best customer service products together!

 

LiveChat, Inc. is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status or any other characteristic protected by local, state, or federal laws, rules, or regulations.

This posting is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee and any percentages listed are approximate. Duties, responsibilities, and activities may change or new ones may be assigned at any time with or without notice.

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