The primary responsibility of the Senior Account Manager is to achieve XI's retention and add-on sales targets by developing strong relationships with our KEY clients. You will be meeting with both C-suite executives and decision-makers, as well as with power users and influencers; the goal is to increase product usage, secure add-on sales, gain insights, seek referrals, and uncover opportunities for new business.
How Do You Know This Role is for You?
- You enjoy and appreciate the power of relationships and can converse with a wide variety of industry professionals to understand market needs and trends.
- You have a natural curiosity and take that directly into our own product suite to study and research potential topics that could spark future usage and sales opportunities.
- You're excited to help our Sales/Support/Marketing team brainstorm on innovative strategies for client retention and assist with achieving quarterly goals.
- You are adept at asking probing questions to uncover client needs and explore deeper insights, and you can correlate those findings into relevant solutions within our products and services.
- Your attention to detail ensures meticulous client records within our various systems; you take pride in being organized and appreciating the importance of tracking every touch point within our customer relationship management (CRM) software.
- Your project management and organization are next level when it comes to planning and following up on quarterly and monthly client activities, ensuring high engagement from our current customer base for XI's special events, training and info sessions, and new product releases.
- You have previous experience performing sales-oriented outreach activities, gathering client feedback, and nurturing leads from the "inside-out" to fill our sales pipeline.
- Your exceptional communication skills, both written and verbal, build client trust and loyalty; you ask for feedback and referrals with ease, deliver on promises, and ensure timely responses to all client requests.
- You embrace technology as a tool for workflow. As a continuous learner, you seek ways to deepen your understanding of XI's products for a wide variety of clients' needs, and you can deliver solutions with ease because of your understanding of the product's value for each use case.
- You are outgoing and excited to meet new people and build relationships through both virtual and in-person client activities.
- Your experience in the energy sector will lighten your learning curve with this role.
A Day in the Life
- Focus on achieving XI's client retention and sales targets in alignment with corporate goals, managing a client list of approximately 30 key accounts.
- Maintain a healthy renewal pipeline through tracking and communicating all client activities within our established renewal process; look for opportunities to improve this process through efficiencies and/or improved customer relations.
- Provide quality customer service throughout the client's journey with XI, from post-sale needs assessment and training to ongoing renewal-focused activities, working closely with XI's support and training teams to ensure successful client onboarding, user growth, and complete customer satisfaction.
- Conduct client lunch and learn or workshop-style activities to introduce new features, advance their learning, and increase product usage.
- Proactively promote and sell the full suite of XI's products/services asadd-on sales to existing key accounts; qualify, develop, and close renewal and up-sell opportunities to meet and exceed XI's quarterly and annual revenue targets.
- Develop substantial knowledge of all XI products, with a keen understanding of each product's value proposition to convey benefits to clients. Continually update knowledge and understanding of business needs of each client and proactively apply learnings to solutions.
- Solicit and follow up on testimonials and referrals from existing clients.
- Maintain accurate and thorough customer information within our database, including renewal dates, contracts, training, product usage, feedback, etc. Provide regular reporting of renewal pipeline and retention activities through XI's CRM system.
- Serve as liaison between XI's clients and our support/training teams for ongoing client engagement.
- Keep abreast of competition, competitive issues, and products in the market.
- Attend relevant industry events as an XI representative to promote products and expand relationships.
- Participate in weekly sales meetings and take responsibility for your part in XI's continuous improvement initiatives.
Key Relationships (Internal & External)
- Act as a first point of contact and primary relationship holder with a list of approximately 30 existing key clients, predominantly within the oil and gas or financial sectors within Calgary, Alberta. The client personas include corporate Executives to Managers, Business Development specialists, Engineers, Senior Finance teams, and/or leaders of other operational groups.
- Serve as an experienced mentor for XI's account services team: participate in learning sessions with our Customer Success and Support team, collaborate with our Training Specialist and Quality Assurance, and know how to guide technical support for clients.
- Report to XI's VP Business Development.
- Work collaboratively with XI's full Sales/Support/Marketing team toward collective goals and on shared account information.
Personal Leadership Qualities:
- Able to create and maintain a positive image for the company through confidence and dedication to building strong customer relationships.
- Able to communicate effectively with people at all levels within an organization.
- Able to listen and effectively understand a situation, respond with clarity, empathy, and professionalism.
- A positive "can do" attitude with a customer-first approach.
- Able to lead by example and mentor our client-facing team.
Skills & Experience Required
- Strong verbal, written, and interpersonal communication skills.
- Excellent presentation skills with ability to dynamically adapt to client's needs.
- Demonstrated sales and/or account management success.
- Proficiency with Microsoft 365ae.
- Understanding of CRM and database basics.
- Project management experience and attention to detail.
- Good math skills necessary in performing sales duties.
- Experience and/or understanding of the energy industry an asset.
- Post-secondary education (bachelor's degree) or equivalent.
What You Will Get:
Together We Find a Better Way - We collaborate openly, remain curious, share knowledge, and challenge ourselves to find better solutions for our clients and each other.
Persistence - We stay committed to solving problems, overcoming challenges, and continually improving.
Care - We genuinely care about our clients, our teammates, and the success of our business.
