Director of Account Management
Gelato
London, England, United Kingdom
18d ago

Role summary

The Account Management organization at Gelato is a critical part of our Go-to-Market team. The Director of Account Management will lead a growing team of account management professionals in several geographic regions.

This individual will drive success for Gelato by helping customers scale their printing through our on demand, digital platform, maintaining high levels of customer satisfaction and customer retention, while maximizing opportunities for expanding within our existing accounts.

This role will sit in the London office and report to Senior Vice President Globe.

What you’ll be doing

  • Ensuring 100% of the printing done within our customer base is managed over Gelato’s software.
  • Driving customer retention, with focus on continuous improvement of customer experience.
  • Using analytics to diagnose at risk customers and develop retention strategies to address gaps.
  • Effectively managing the lifecycle of Customer Success activities, from onboarding and training to customer support and the renewal process, and addressing improvement opportunities to accelerate product adoption.
  • Growing revenue through cross-sell and expansion activities.
  • Driving new business growth through referrals and customer advocacy.
  • Monitoring and evolving systems for operational metrics, and regularly reviewing with the team.
  • Enhancing effectiveness and efficiency of our Account Management approach through technology.
  • Attract, develop and retain high potential individual contributors into team and accelerate onboarding for new team members.
  • Effectively coaching the team to deliver to revenue and other business targets.
  • Fostering collaboration within team and across customer touch points.
  • Feedback product improvement areas to the product development team.
  • Identify ways to attract and communicate with new users of the platform.
  • Who you are

    You are aligned with Gelato's culture, vision and values. You have the energy, the commitment and the desire to make an indelible impression on the world of software & print.

    You have scaled Account Management organizations, and exceed individual and team targets throughout your career. You have experience communicating to senior (C-

    level) customer stakeholders and helping organizations transform behaviors. You are an inspirational leader who will drive and build upon Gelato’s values.

    Moreover, we would like to see the following in your profile :

  • 7-10 years of experience in a customer success role, with increasing leadership responsibilities.
  • Ability to manage influence through persuasion, negotiation, and consensus building.
  • Combined background of post-sale, sales, and services experience.
  • Strong empathy for customers and passion for growth and entrepreneurship.
  • Analytical and process-oriented mindset.
  • Strategic planning and implementation skills, ability to think ahead.
  • Employee training and development expertise.
  • Demonstrated leadership through accountability, continuous learning and improvement.
  • Enthusiastic and creative leader with the ability to inspire others.
  • Excellent communication and presentation skills, including to C-level executives.
  • Nice to have : European language in addition to English (especially German, Swedish, Norwegian, Dutch).
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