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Customer Account Manager (Remote)

WHO WE ARE

Tealium is the most trusted and world’s largest independent customer data platform. Tealium connects customer data – spanning web, mobile, offline, and IoT devices — so brands can connect with their customers. Tealium’s turnkey integration ecosystem supports more than 1,300 client-side and server-side vendors and technologies, empowering brands to create a unified, real-time customer data infrastructure.

Tealium’s customer data solutions encompass tag management, an API hub, a customer data platform with machine learning and AI, and data management solutions that make customer data more valuable, actionable, and secure. Tealium has been a trusted provider of customer data solutions for more than a decade, and more than 850 top businesses worldwide including Microsoft, Hyatt, Gap, HSBC and Novartis rely on Tealium to power their customer data strategies.

Team Tealium works and lives across the U.S. and in nearly 20 countries across the world. We are intentional about our culture, our investment in our team members and how we care and connect.

Tealium = Teal + Helium. Teal: a vibrant reflection that evokes authenticity, trustworthiness, reliability, open communication and clarity of thought. Helium: we rise above, a kinetic force that elevates our customers’ and our experiences beyond all others.

We win together with respect and appreciation for the talents required of all positions and the people who contribute to each of these.

WHAT WE ARE LOOKING FOR

We are looking for an enterprise Customer Account Manager with a background in SaaS/Digital Marketing, who is passionate about the success of their customers. The ideal candidate will have a “customer-first" mentality and a disciplined operational orientation. They will need to navigate a fast-paced environment while having a laser-like focus on ensuring customer delight, assisting with tactical day-to-day needs while building a strong internal network across stakeholders, partners and of course customers. . Working well across all teams within the organization by demonstrating effective communication skills, organization, and bias to action is critical for success. Growth and development within this role would ultimately lead to future opportunities in Account Management, Sales or Customer Success for the right individual.

YOUR DAY TO DAY

Focused on revenue retention as well as growth for the Central region of North America against monthly, quarterly and annual quota targets.
Using both Salesforce as well as Clari, maintain updated forecasts for the book of business.
Forecasting volume utilization for licenses across the book of business, identifying trends for either expansion, or risk of underutilization.
Serve as a single point of contact for Customer Success Managers across the book of business, while maintaining contracts (single-year and multi-year), implement client requests and manage contracts to close.
Identify customer needs and demonstrate strong account management know-how to drive opportunities to on-time closure.
Directly align with customers during critical business cycles with a focus on renewals and expansions.
Work with Legal and Finance teams to navigate contract modifications and provisions and execute pricing and invoice adjustments.
Navigate complex customer organizations and understand their procurement process end to end.
Strong comfort level with value-based cost structures, account/product related pricing, and discount proposals, demonstrating the ability to quickly process contractual and numerical changes.
Provide regular updates on renewal and upsell status to the Account Team and escalate to leadership as appropriate.
Maintain a high volume of activity processing contract requests and participating in existing customer outreach and follow up.
Comfortable interacting with all levels of senior leadership including c-suite executives.
Partner with the Account Team to develop and execute negotiation strategies for upsells and renewals, maximizing contract value while protecting and enhancing the customer relationship and path to value.
Partner with Customer Success Managers to monitor customer health metrics to identify risk and successfully forecast realistic renewal rates.
Proactively communicate account/revenue risk clearly and work cross functionally to develop resolution strategies.

WHAT YOU BRING TO TEALIUM

5+ years of experience within Sales and/or Account Management at a technology or professional services organization.
Previous experience managing a book of business and working directly with customers.
A leader who is goal oriented and actively seeks feedback and improvement.
You are customer focused and very proficient in communicating with individuals across a variety of levels in an organization.
You excel in problem solving and have strong analytical skills.
You are highly resourceful, entrepreneurial and driven.
Google Suite/Microsoft Office Suite experience required (strong Excel skills required)
Salesforce/CRM and Clari familiarity preferred
Bachelor’s degree from an accredited university/college preferred.

In many U.S. states, employers are required to include a pay range for posted positions. Although this isn't a requirement in every state, communicating transparently is a cornerstone of our operations at Tealium, and we believe in making this information available to all applicants.

The U.S. pay range for this full-time position is listed below, however, base pay offered may vary depending on job-related knowledge, skills, and experience. In addition to a competitive base salary, this position is eligible for a robust benefits package that includes the following:

Employees are eligible to receive stock options.
Employees and their families are eligible for medical, dental, vision, life, and disability insurance.
Employees have the option to enroll in our 401k plan and are eligible to receive contributions for company matching.
Employees are eligible for unlimited paid time-off and extended paid parental leave.
We offer 11 paid holidays annually with an additional Healium Be-Well break for most employees.
We offer 15 hours of paid work time for volunteer activities and programs.
Our sick leave accrual is the following for our employees:
- Exempt CA employees (not including San Francisco) including NY : accrue 40 hours each year. Unused sick leave carries over into the next year. Employees cannot exceed 80 hours in a given year.
- Exempt Non - CA employees (not including NY) including SF: Accrue 1 hour every 30 hours worked. Cannot exceed 180 hours in the calendar year.
- Non-Exempt: accrue 1 hour every 30 hours worked. Unused carries over to the next year. Not to exceed 108 hours in a calendar year.

An overview of our benefits and perks can be found on our careers page,

https://tealium.com/careers/

. Additional details regarding the benefits package will be provided during your interview process.

Compensation Range - $80,000-$110,000

WHY YOU WANT TO WORK HERE

At Tealium, we don’t just offer the ordinary, we provide the extraordinary:

Tealium WOWs (Ways of Work), our award winning culture is how with think, act and connect together at Tealium
Mosaic, our commitment to diversity, equity and inclusion is grounded in our mosaic of diverse perspectives and shared belonging as we live in work across the US and in nearly 20 countries
Tealium Cares, to promote caring in our communities, 15 hours of paid work time for volunteer activities and programs is offered annually
Tealium Connects (remote-first working), enabling many of us to choose where we do our best work and offering new hire stipends to assist with purchasing things we need to support a successful home office environment
Tealium Ownership, share in the success of Tealium by becoming an owner of Tealium beginning with new hire equity grants
Tealium Time, unlimited paid time-off policy to offer flexibility to take time when needed and robust leave programs, including extended paid parental leave and company holidays
Healium, health and wellness programs to help us be our best selves in the experiences of health, physical, mental, social, and even financial well-being and wellness
Healium Be-Well Break, an annual all-company paid shutdown to provide a true break for us all
Tealium LIFT (Learning is Facilitated at Tealium), offering a myriad of professional development opportunities with over 6,000 courses available on demand to best-in-class manager and leadership development programs
Health and Related Benefits Programs, offering market competitive benefits programs

Collectively, we contribute our individual pieces (identity, experiences, heritage, backgrounds, religions, viewpoints, gender and more ) to form the mosaic of Team Tealium. It is our continuing philosophy to recruit and employ the best qualified individuals without regard to race, color, sex, religion, national origin, disability, age, sexual orientation, gender identity, and/or any other protected characteristic. Tealium does not tolerate unlawful discrimination of any kind and strives to be an inclusive and respectful workplace.

The highly relevant and differentiated positioning of Tealium’s solutions makes this a unique and rewarding career opportunity.

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