Job details
Job type full-time
Full job description
At docebo, our account managers are the backbone of our client’s successWe are looking for a dedicated, personable, and experienced account manager to assist our clients in achieving their learning goals and business outcomesDocebo account managers handle all aspects of the customer relationship, are responsible for growing and retaining existing clients within a defined territory, and are supported by a wide cast of resources within docebo to ensure client success.
The mid-market account manager is responsible for creating a positive experience for the customer, ultimately leading to the renewal, long-term customer satisfaction, account growth via expansion effortsYou will learn to be a product expert and use this expertise to increase the presence of our platform within your targeted accountsIn addition, you will be responsible for account penetration, meaning you will map and scope out subsidiaries of the clients in your targeted portfolio to expand the docebo footprintOne of the primary goals of a mid-market account manager is to understand the business initiatives and goals of the customer through curiosity, empathy, and innovative thinkingRefine & optimize the customer’s use of the platform by taking advantage of current & new featuresThe mid-market account manager guides docebo customers to the optimal solution to meet their business needs in a consultative approach and the context of the customer`s industry and use caseThe primary goal is to increase customer stickiness (renewal+expansion), increase customer satisfaction and loyalty, creating raving fans.
Responsibilities
Demonstrate empathy, be a trusted advisor, and advocate for the customer, ensuring that each touchpoint across the customer journey is engaging, efficient, and effective.
Owns and will be responsible for providing accurate and timely forecasting metrics related to upselling, expansion, and renewals.
Increase customer retention by reducing churn, generating expansion opportunities, increasing customer adoption, and improving customer satisfaction.
Forecast with accuracy to help the business strategically plan our expected retention rate and portfolio growth to help drive decision-makingWork with members of our adr (account development representative) team to effectively strategize and map out the account portfolios, including parent org and subsidiaries.
Coordinate with internal partners such as professional services, technical experience managers, account development reps, account executives, revops, product, and engineering teams.
Identify and mitigate risk early to ensure ongoing customer satisfaction.
Establish and grow relationships with key decision-makers, executive sponsors, and other business influencers within the organization.
Understand and communicate the business value and roi of products, solutions, and services create customer champions that will participate in docebo marketing initiatives.
Execute recurring structured account business reviews designed to focus on adoption, utilization, and critical business objectives.
Requirements
4+ years of experience in a related field.
Bachelor degree or equivalent experience.
Meets & exceeds sales & retention targets consistentlyimpeccable negotiation skillsgreat organizational skillsKeep your pipeline organized and updated promptly.
Agile and flexibleBring the ability to problem-solve, adapt, and grow quickly to aid in our journey.
Proven track record of working within a team and coordinating/collaborating with multiple internal stakeholders to successfully meet client expectations
Prior experience managing a renewable book of business for a software-as-a-service company with a kpi/focus on ndrr expansion
Strong communication skills and rapport building, while leveraging technology to interact with customers remotely.
Experience with salesforce (or other crms), sales automation tools such as linkedin, sales navigator, outreach and web conferencing tools
Using a consultative approach with a combination of logic, analysis, experience, wisdom, advanced methods to make sound, timely decisions and to find practical and innovative solutions.
Ability to analyze data and use it to drive conversations and objectives (familiarity with cx tools such as freshsuccess is a plus)
Preferred qualifications
Previous experience as an account manager, customer success manager, customer experience manager, or business consultant.
Experience in the hr / lms industry.
Knowledge of the latest trends & technology in the l&d space and Apply Now it to the customer journey.
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About docebo here at docebo, we power learning experiences for over 2,600 customers around the world with our easy-to-use, ai-powered suite designed to close the enterprise learning loopWe have successfully achieved 2 ipos (tsx: dcbo & nasdaq: dcbo), been recognized as a top saas e-learning solution, and are growing exponentially in the processDocebo is a global company with offices in north america, emea, apac and moreOur people believe in six core values, simply defined and manifested in everything we do - innovation, simplicity, accountability, togetherness, curiosity, and impactIf this sounds like you, now is your time to join one of the fastest-growing learning technology companies on the marketApply today!
Docebo is an equal employment opportunity employerWe are committed to diversity and inclusion in our workforceAll qualified applicants and employees will receive consideration for employment regardless of their race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, citizenship status, age, disability, genetic information, or any other category protected under applicable law.
Any individuals requiring a reasonable accommodation to assist with their job search or application for employment should send an e-mail to recruiting_accommodations (at) docebo.comThe e-mail should include a description of the requested accommodation and the position you’re applying for or interested in.
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