Mid Market Account Manager

17 hours ago

Chippendale New South Wales Australia Redmap Full time $80,000 - $120,000 per year

Position Overview

At Redmap our Sales and Marketing team plays a pivotal role in driving business growth and building lasting relationships with our customers.

Our Account Managers are at the heart of delivering exceptional customer experiences. In this role, you will be the primary point of contact for SMB & mid-market customers, ensuring their needs are met, challenges are resolved, and expectations are consistently exceeded. Your focus will be on building long-term, trusted relationships and driving customer satisfaction and success.

Key Responsibilities

Customer Relationships and Account Management

  • Build and maintain strong relationships with a volume of assigned SMB and Mid Market accounts, serving as their main point of contact post go live.
  • Ensure customer satisfaction by proactively addressing concerns, providing timely support, and acting as a trusted advisor.
  • Guide customers in maximising the value of Redmap's solutions, identifying opportunities to enhance adoption and engagement.

Account Administration

  • Prepare annual account plans for each customer, specifying key goals and projected outcomes.
  • Conduct quarterly business reviews with customers for account performance, utilisation and feature releases.
  • Stay informed about industry trends and competitor offerings to provide customers with informed recommendations.
  • Ensure Hubspot data is up to date.
  • Project Management & Execution
  • Working closely with the Customer Activation Team, participate in the successful delivery of upgrades, services, or additional projects, helping to identify risks and issues.
  • Collaborate with internal teams (e.g., development, product, customer support) to ensure smooth and effective execution of additional customer projects.
  • Monitor project progress and proactively resolve any issues or roadblocks that arise.
  • Collaboration and Teamwork
  • Assist with go live handover for new customers and ensure they are successfully integrated into the company's systems and processes.
  • Collaborate with customer support to address and resolve customer issues, ensuring customer success.

Requirements

  • Proven experience in account management, customer success, or customer services, ideally within SaaS, technology, or B2B environments.
  • Exceptional communication and interpersonal skills, with the ability to build rapport and influence at multiple levels.
  • Strong problem-solving abilities and a customer-first mindset, prioritising long-term relationships over transactional interactions.
  • Ability to manage multiple accounts and projects in a fast-paced environment, with attention to detail and follow-through.
  • Collaborative team player who thrives in cross-functional environments.

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