Head of Account Management - SaaS job

company building ShipperHQ location Austin, TX

Job

Company

Description

Salary

Skills

Benefits

Summary

Job openings

Job Description

Head of Account Management - SaaS

Are you passionate about selling SaaS solutions to an industry that thrives on providing best in class service and an amazing experience to all its customers? Do you have a passion for the eCommerce Logistics industry and making it better? We have the solution!

Company Overview

ShipperHQ is a bootstrapped startup located in Austin, TX making a big impact in the eCommerce shipping space. We are a premier shipping experience manager for eCommerce sites, selling to clients large and small around the world. We have a fantastic reputation and are recognized for our high-quality service. Our SaaS product, ShipperHQ, launched in 2015 and is growing quickly.

We have 60+ staff spread across the UK, Australia, and the US. 40+ members are based in Austin, TX. We are expanding our US office and are looking for local staff to support ShipperHQ's growth. We are looking for an outgoing individual with a positive attitude and energy that is willing to grow with the company. Currently, we are all working remotely. 

Our ideal candidate is a talented sales-minded Account Management professional who has worked for a SaaS software/application company previously. One who isn’t afraid to roll up their sleeves and lead our Account Management Team, including coaching Account Management Team members, defining account strategies to be used by the team and working closely with the Head of Sales and other departments to proactively increase subscription revenue and improve retention. The Head of Account Management reports into the Head of Sales, but maintains operational responsibility within their team.

The Head of Account Management responsibilities include: 

  • Responsible for leading a team of Account Managers, primarily tasked with owning the customer relationship after they’ve gone live with ShipperHQ
  • Coaching the Account Management team to identify upsell opportunities and closing these deals
  • Defining the strategy to support our existing customer base at scale for L1 support inquiries and account strategy
  • Defining the strategy for prioritizing inquiries based on a variety of factors including customer size, urgency and long term account potential
  • Defining the KPI’s, how they are measured and a strategy to achieve these goals around expansion MRR and customer retention
  • Collaborate with Head of Sales on revenue goals and team OKR’s
  • Strong focus on documenting/refining current and existing processes for more efficienc
  • Feed up customer experience feedback and product friction points to engineering team for product improvements

This is a fast paced environment where demands are high and staff are relied on to be self-sufficient and use the resources they have. For the right candidate with the right attitude, there are fantastic opportunities for career progression into software development, management and/or other areas. You will learn more at ShipperHQ in a year than in three years at another company. We are agile, run fast, and play hard.

About you:

  • You have 7+ years of customer-facing experience as an account manager, sales manager or program manager for a SaaS company
  • You have 4+ years of Management experience in one of the roles mentioned above
  • You have a deep understanding and passion for exceptional user experience
  • You’ve got experience working within and adapting to technical teams
  • Able to work to high standards of quality consistently while ensuring tasks & customer requests are handled in a timely manner.
  • Always eager to challenge themselves and move beyond their comfort zone daily.

Some perks:

  • Work with a collaborative and motivated team with the ability to tie results in the organization directly to your actions.
  • 22 days PTO in addition to public holidays
  • 401k Match 
  • Medical, Dental and Vision Insurance
  • Maternity and Paternity Leave

Logistics:

  • This role reports to the Head of Sales 
  • Experience working in SaaS Sales is preferred
  • This is a full-time position working out of our Austin, TX office.
  • Compensation is based on experience.
  • Salary Range: $90,000-$115,000

At ShipperHQ, we’re proud to be a team that’s as diverse as the merchants we serve. As a member of the ecommerce community, we take our responsibility to empower shops large and small to grow and thrive through the power of technology to heart. With honesty, responsiveness, and innovation at the center of all we do, we remain committed to hiring the right people for the job, regardless of race, background, religion, or eccentricity.

COVID-19 considerations:

Due to COVID-19 our entire company is working from home. Once these restrictions are lifted, we will be returning to our Austin office.

green circle info icon  This position is open. This job was posted on Fri Oct 08 2021 and expires on Sun Nov 07 2021.
Minimum $50,054
$84,232 average
Maximum $141,218

Tasks

  • Negotiate prices or terms of sales or service agreements.
  • Prepare and submit sales contracts for orders.
  • Visit establishments to evaluate needs or to promote product or service sales.
  • Maintain customer records, using automated systems.
  • Answer customers' questions about products, prices, availability, or credit terms.
  • Quote prices, credit terms, or other bid specifications.
  • Contact new or existing customers to discuss how specific products or services can meet their needs.
  • Emphasize product features based on analyses of customers' needs and on technical knowledge of product capabilities and limitations.
  • Compute customer's installation or production costs and estimate savings from new services, products, or equipment.
  • Select or assist customers in selecting products based on customer needs, product specifications, and applicable regulations.
  • Prepare sales presentations or proposals to explain product specifications or applications.
  • Complete expense reports, sales reports, or other paperwork.
  • Verify that delivery schedules meet project deadlines.
  • Identify prospective customers using business directories, leads from existing clients, participation in organizations, or trade show or conference attendance.
  • Inform customers of estimated delivery schedules, service contracts, warranties, or other information pertaining to purchased products.
  • Collaborate with colleagues to exchange information, such as selling strategies or marketing information.
  • Provide customers with ongoing technical support.
  • Advise customers on product usage to improve production.
  • Study documentation or other information for new scientific or technical products.
  • Stock or distribute resources, such as samples or promotional or educational materials.
  • Attend sales or trade meetings or read related publications to obtain information about market conditions, business trends, environmental regulations, or industry developments.
  • Sell service contracts for technical or scientific products.
  • Demonstrate the operation or use of technical or scientific products.
  • Provide feedback to product design teams so that products can be tailored to clients' needs.
  • Arrange for installation and testing of products or machinery.
  • Initiate sales campaigns to meet sales and production expectations.
  • Obtain building blueprints or specifications for use by engineering departments in bid preparations.
  • Verify accuracy of materials lists.
  • Verify customer credit ratings.
  • Appraise equipment to determine contract terms or trade-in values.
  • Consult with engineers regarding technical problems with products.
  • Sell technical and scientific products that are environmentally sound or designed for environmental remediation.
  • Visit establishments, such as pharmacies, to determine product sales.
  • Present information to customers about the energy efficiency or environmental impact of scientific or technical products.
  • Inform customers about issues related to responsible use and disposal of products, such as waste reduction or product or byproduct recycling or disposal.
  • Research and convey information to customers about tax benefits or government rebates associated with energy-efficient scientific or technical products, such as solar panels.

Skills

  • Reading Comprehension - Understanding written sentences and paragraphs in work related documents.
  • Active Listening - Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
  • Writing - Communicating effectively in writing as appropriate for the needs of the audience.
  • Speaking - Talking to others to convey information effectively.
  • Critical Thinking - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
  • Active Learning - Understanding the implications of new information for both current and future problem-solving and decision-making.
  • Monitoring - Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.
  • Social Perceptiveness - Being aware of others' reactions and understanding why they react as they do.
  • Coordination - Adjusting actions in relation to others' actions.
  • Persuasion - Persuading others to change their minds or behavior.
  • Negotiation - Bringing others together and trying to reconcile differences.
  • Service Orientation - Actively looking for ways to help people.
  • Complex Problem Solving - Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.
  • Judgment and Decision Making - Considering the relative costs and benefits of potential actions to choose the most appropriate one.
  • Time Management - Managing one's own time and the time of others.

Knowledge

  • Administration and Management - Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources.
  • Sales and Marketing - Knowledge of principles and methods for showing, promoting, and selling products or services. This includes marketing strategy and tactics, product demonstration, sales techniques, and sales control systems.
  • Customer and Personal Service - Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
  • Production and Processing - Knowledge of raw materials, production processes, quality control, costs, and other techniques for maximizing the effective manufacture and distribution of goods.
  • Computers and Electronics - Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.
  • Mathematics - Knowledge of arithmetic, algebra, geometry, calculus, statistics, and their applications.
  • English Language - Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
  • 401K Plan
  • Vacation & Paid Time Off
  • Dental Insurance
  • Maternity & Paternity Leave
  • Vision Insurance
  • Health Insurance

ShipperHQ

Type

Company - Private

Size

Small

Revenue

$5M to $10M

Location

4801 Southwest Pkwy. Bldg. 2 Ste. 240Austin, TX, 78735

Industry

Engineering/ArchitectureComputer/Internet

Founded

2008

Website

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