Director, Account Management

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We have a world class agile market research platform. We help brands rewire their traditional ad & innovation development processes with insights early, often & connected to create a learning loop. The result? They get smarter over time. Insights teams have more impact. Brands launch better ads & products.

We were founded in 2012 with the dream of creating end-to-end automated research. Fast forward 10 years and we have 1,000+ happy customers, 100,000+ ideas tested and we operate in 50+ research markets. And we're entering the next phase of our growth journey!

So how do we do it?

Our platform provides access to actionable, quick and smart insights to amplify creative effectiveness and shape winning innovation, empowering creators with the agility and the data they need to make better decisions about the ads and innovation they take to market.

Through working with some of the biggest brands in the world, we've built technology that lets our customers see their product innovations and advertising ideas through their consumers' eyes so they can quickly iterate, optimize, validate and learn — increasing their chances of in-market success.

The role:

We're now looking for a revenue-centric, consultative Account Manager to own and expand our existing enterprise customer relationships. The mission of our team is to drive the adoption of Zappi's agile research solutions, demonstrating the value of persistent audience insights to help customers make better business decisions. This role is focused on year-over-year growth, expansion of enterprise accounts, and maximizing customer lifetime value.

Responsibilities

Account Expansion & Growth

Cultivate and retain relationships with senior stakeholders within a set portfolio of accounts
Identify new areas of growth within an organization. Growth can be defined (but not limited to) increasing existing user base, upselling to premium solutions, driving adoption within new business units and users, and cross-selling new solutions to existing users.
Conduct in-depth discovery to understand customer innovation, advertising, and insights processes, ensuring Zappi solutions align with their strategic needs
Leverage a consultative selling approach to develop research programs and enterprise agreements that deliver value to both Zappi and the customer
Navigate complex enterprise organizations, working with multiple stakeholders including COEs, budget holders, senior marketers, and product leaders

Renewals Management & Retention

Own and manage the renewal bookings target and partner with Customer Success to achieve
high Gross Bookings Retention (GBR) and Net Bookings Retention (NBR)
Execute a structured renewals playbook, beginning renewal discussions at least 120 days in advance to maximize retention and upsell opportunities
Maximize renewal to drive YOY growth and secure long term, upfront, and early commitments within the customer base.

Customer Engagement & Advocacy

Act as a strategic partner, driving long-term relationships and advocating for customers' success with Zappi
Conduct multiple client-facing meetings per week, ensuring consistent engagement across all levels of the organization
Collaborate cross-functionally with Customer Success, Customer Expertise, Sales Strategy, and Marketing to enhance customer satisfaction and adoption
Provide clear forecasting, status updates, and strategic insights to internal teams to ensure renewal and expansion success

Requirements

Significant enterprise SaaS selling experience, with a track record of driving contract expansion within complex organizations
Experience in the market research industry or selling market research solutions
Strong consultative sales skills, with the ability to align solutions to customer personas and business objectives
Apply MEDDIC qualification principles to strengthen renewals and upsell opportunities, ensuring alignment with economic buyers, decision criteria, and procurement processes
Maintain impeccable Salesforce hygiene, tracking renewal timelines, forecast categories, and pipeline accuracy
Demonstrated ability to drive YOY growth through account expansion and retention strategies
Excellent negotiation skills, capable of structuring enterprise contracts that drive customer value and financial growth for Zappi
Ability to manage relationships across multiple teams across complex large enterprise organizations with constantly changing priorities
Strong grasp of budget cycles, procurement processes, and brand-based buying centers
High proficiency in forecasting, pipeline management, and Salesforce best practices
Proactive approach, and ability to challenge industry norms and incumbents
Willingness to travel for customer meetings and internal events, both in the US and internationally as needed

Benefits

$200K - $225K on target earnings (60/40 split) per annum. Salaries are benchmarked annually
Unlimited holidays - we want well rested and motivated teams so encourage people to take plenty of time off. We don't cap your allowance, but do set a minimum of at least 20 days per year plus national holidays
One company-paid mental health day of rest every quarter (these are pre-scheduled, so the entire company can take the same days off regularly to reset)
Flexible working arrangements, including remote (unless otherwise specified)
Thoughtfully designed offices to support both individual work and collaboration without interrupting others
Support setting up your home office, if appropriate
Wellbeing benefits and access to trained therapists / counselors
Company paid Life, AD&D, Short term & Long term disability
Immediate access to Zappi's Health, Dental and Vision Insurance Plan
Option to enter Zappi's 401k program after 90 days of employment, matched up to 4%
Tailored personal development through training allowances, coaching, mentorship and career frameworks

Why join us?

We've been recognized as one of the hottest martech companies in 2022 by Business Insider and named Best Place to Work by Quirk's Media for our engaging and inclusive workplace culture. We're committed to both people and the planet.

Our belief in inclusion means we're building an organisation of diverse individuals and helping brands eliminate cultural presumptions in their research. Read our Diversity Manifesto here.

We are a values and behaviours driven business and believe that Trust, Truth, Ownership, Ambition and Humility describe Zappi employees on our best day. This is how we strive to show up for our customers, for each other and for our communities.

Earning B Corp certification assures us we're on the right track and have structures in place to become the business we want to be.

Our commitment to minimise our impact on the environment means being honest with ourselves and transparent with you—about everything from carbon emissions to tree-planting initiatives. We achieved our goal of becoming Net Zero in 2021!

Zappi Company Culture Highlights

Winner of Comparably's Award for Best Company for Women 2022
Winner of Comparably's Award for Best Company Work-Life Balance 2022
Winner of Comparably's Award for Best Company Compensation 2022
Winner of Comparably's Award for Best CEO for Women 2022
Winner of Comparably's Award for Best Company for Diversity 2022
Winner of Comparably's Award for Best Company Culture 2022
Winner of Comparably's Award for Best CEO 2022
Winner of Comparably's Award for Best Happiness 2022
Winner of Comparably's Award for Best Leadership Teams 2023
Winner of Comparably's Award for Best CEOs for Diversity 2023
Winner of Comparably's Award for Best Engineering Teams 2023
Winner of Comparably's Award for Best Company Outlook 2023
Winner of Newsweek's Top 100 Most Loved Workplaces in the UK 2022 & 2023
Recognised by Fast Company's Best Workplaces for Innovators 2023
Recognised as Best Marketing Insights Platform in the MarTech Breakthrough Awards

Equal Opportunity

Zappi is an equal opportunity employer; our diversity is a major strength. We are committed to providing equal opportunities for all individuals, regardless of their race, gender, sexual orientation, disability, or any other characteristic protected by applicable laws.

We believe that a diverse and inclusive workforce fosters innovation, creativity, and success. Our hiring decisions are based solely on merit, qualifications, and abilities, ensuring fairness and equity throughout our recruitment process. We welcome applications from all backgrounds and encourage candidates from underrepresented groups to apply. Join our team and contribute to an inclusive environment where everyone's unique perspectives and talents are valued and respected.
Seniority level Seniority level Mid-Senior level
Employment type Employment type Full-time
Job function Industries Hospitals and Health Care, Non-profit Organizations, and Government Administration
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