Account Management Lead - Renewals

London

About Us

LoyaltyLion is a data-driven loyalty and engagement platform trusted by thousands of ecommerce brands worldwide. Merchants use LoyaltyLion when they want a fully customised loyalty program that is proven to increase customer engagement, retention and spending. Stores using LoyaltyLion typically generate at least $15 for every $1 they spend on the platform.

Today LoyaltyLion works with over 10,000 fast-growth ecommerce retailers. Our mission is to help them succeed in the age of Amazon, where they may not be able to compete on price and logistics but can offer a better customer experience. One that makes customers feel valued, rather than like they are just another number.

We’re a Deloitte Fast 50 company that recently raised $12.5m from Kennet, a SaaS-focused growth stage investor and we’ve grown from 40 to nearly 100 employees in the last year, and that’s just the beginning for us (we’ll be 150+ in 2022).

Role information

The Account Management team works to ensure that our customers are continuing to use LoyaltyLion’s services and where appropriate increasing their contract value over time.

As the Account Management Lead you’ll be managing the team responsible for delivering the renewal as well as finding opportunities to drive the expansion of our existing accounts base. In order to do this you’ll work very closely with the Customer Success team.

This is a role for an individual who loves managing and developing a team, is target driven but also wants to be involved with building out systems and processes that will ultimately accelerate the team’s performance. To fully realise the potential in this role you need to be part Sales Manager and part entrepreneur. You’ll have a natural collaborative mindset as you’ll only be able to deliver sustainable upsells through collaboration with the CSM team and our merchants.

Some of the things you'll be doing:

• Manage a team of Account Managers to deliver timely renewals and where appropriate increase the ACV of accounts
• Deliver training, coaching and career development support to the existing AM team
• Develop the account management playbook
• Use data/systems to find upsell opportunities
• Feedback to the business on a consistent basis lessons learned from interactions with our account base
• Accurately forecast net new ARR to be generated by the team
• Work with the Customer Success Team to ensure we have a complete understanding of merchant performance, merchant goals, key decision makers, threats and opportunities for all key accounts

What we’re looking for:

• 4+ years demonstrated track record of growing existing business or bringing in new business in high tech/SaaS space is a must
• 1-2 years management experience in a Customer Success, Sales or Account Management role
• Comprehensive experience with both MEDDIC and Challenger Sale
• Detailed knowledge in eCommerce is a plus
• A proactive problem solver that can identify and improve the role and function
• Collaborative by nature. This is not a role for a pure hunter. We need you to work with our CS team and be able to build meaningful relationships with our base
• You enjoy managing and developing people. You get a real sense of achievement from seeing your team hit their goals
• A strong preference for investing time in developing processes. A realisation that the investment today will be the platform for stronger growth tomorrow
• Powerful communication, interpersonal and presentation skills
• Inspired by working in a constantly changing and evolving work environment where growth is non-stop

What we offer:

We are currently operating on a hybrid model, with a mix of home and office-based work from our new HQ on Fleet Street!

In addition to this we offer:

  • Be part of the first 100 employees that drive the future growth
  • Join at a major inflection point – eCommerce is booming and with it the demand for loyalty software like LoyaltyLion
  • Macbook, magic keyboard, and any other tech or equipment you need to do a great job
  • Remote and flexible working
  • 25 days holiday + bank holidays + carry 13 days holiday over into the next holiday year
  • Company days out and events, and team socials
  • Home office budget
  • Cycle scheme
  • Employee Assistance Program
  • Private medical insurance

Salary – £70,000 + £30,000 OTE

Connect with a Loyalty Analyst

Speak to a member of the team to find out how LoyaltyLion can help you drive customer loyalty and engagement.

Talk to us