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Account Manager at Squiz | Melbourne, Australia

SquizMelbourne, Victoria, Australia
On-site Full-time

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Experience Level

Experience

Qualifications

Skills & Experience RequiredEssentialMinimum of 3 years in an account management, customer success, or client services role, preferably in SaaS or technology. Demonstrated success in driving retention and expansion revenue. Strong interpersonal and relationship-building skills with Marketing and IT stakeholders. Commercial acumen with comfort in contracts, pricing, and negotiations. Exceptional written and verbal communication capabilities. Proficient in CRM tools (e.g., HubSpot, Salesforce, or similar). Highly organized and self-directed. DesirableFamiliarity with DXP, CMS, or Martech products. Experience in technology, professional services, higher education, or government sectors. Understanding of content management, personalization, or search technologies. Experience managing enterprise accounts with 200+ staff.

About the job

As an Account Manager at Squiz, you will take ownership of retention, expansion, and strategic growth within your designated portfolio of existing Squiz customers. This pivotal role is centered on nurturing customer relationships and driving product adoption, renewal, and upsell/cross-sell opportunities by establishing trusted advisor relationships with key customer stakeholders.

Key Responsibilities

Customer Retention & Growth

  • Manage a portfolio of existing customers utilizing Squiz DXP and Funnelback solutions.
  • Enhance customer retention through effective renewals, upsells, cross-sells, and contract expansions.
  • Identify and seize growth opportunities within existing accounts, including additional modules, new sites, and professional services.
  • Develop and implement account plans that align with customer business outcomes.
  • Monitor and track account health metrics such as NPS, product usage, and engagement.

Relationship Management

  • Serve as the primary contact for assigned accounts post-sale.
  • Foster trusted relationships with Marketing, IT, and Executive stakeholders.
  • Conduct regular check-ins including quarterly business reviews, monthly calls, and strategic assessments.
  • Effectively navigate complex stakeholder maps within large organizations.
  • Advocate for customer needs internally and coordinate resources at Squiz.

Adoption & Value Delivery

  • Ensure customers achieve desired outcomes and realize ROI from Squiz products.
  • Drive product adoption through effective training, enablement, and success planning.
  • Collaborate with Customer Care and Professional Services to address and resolve any blockers.
  • Analyze usage data to proactively manage underutilization.
  • Promote customer success stories both internally and externally.

Commercial Responsibility

  • Take ownership of revenue targets for your portfolio encompassing retention and expansion.
  • Negotiate contract renewals and expansion agreements.
  • Maintain accurate forecasts and ensure pipeline hygiene using HubSpot.
  • Work collaboratively with Sales on complex expansions or multi-product opportunities.

About Squiz

Squiz is a leading technology company specializing in digital experiences and solutions. We empower organizations to optimize their digital presence and drive business success through innovative software and services.

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