Account Manager, EMEA - job 1 of 2

As an Account Manager at Keeper, your primary responsibilities revolve around managing an established client base, driving revenue growth through upselling and cross-selling Keeper's solutions, and maintaining strong customer engagement. You'll negotiate contract renewals, guide clients through business goals, and ensure they're fully utilizing our cybersecurity offerings. Leveraging your technical expertise, you'll also provide tailored advice while coordinating with other teams to resolve client issues effectively.

To become an Account Manager at Keeper, candidates should have at least 3 years of full-cycle SaaS sales or account management experience, particularly with a focus on upselling and expansion. A strong technical background regarding software integrations and an understanding of the cybersecurity landscape is critical. Excellent communication skills, a bachelor's degree, and familiarity with Salesforce.com are also beneficial.

Keeper's Account Manager role offers a flexible hybrid work environment. This means if you're located within a reasonable commuting distance to our Cork, Ireland office, you can enjoy a mix of in-office and remote work. For those living further away, the position is fully remote. This flexibility is designed to support your work-life balance while still allowing you to thrive in a collaborative team atmosphere.

At Keeper, Account Managers are encouraged to grow alongside the company, gaining valuable skills and deepening their industry knowledge. You will receive ongoing training and development opportunities, participate in quarterly business reviews, and have the chance to be part of shaping the company's Account Management programs. Your impact on customer success can also lead to advancement within the company as more leadership roles may become available.

As an Account Manager at Keeper, you'll be part of an elite team of high performers who are dedicated to setting high standards and supporting one another. The culture fosters collaboration, celebrates diversity, and promotes inclusion. There’s a strong emphasis on autonomy and ensuring that every team member feels valued while being motivated to contribute to customer successes and organizational growth.

In handling account renewals, it's vital to build strong relationships with clients from the onset. I typically approach negotiations by preparing thoroughly, understanding the client's needs and goals, and gathering data to demonstrate value. During discussions, I listen actively to address concerns promptly and aim to find solutions that align with both Keeper's objectives and the client's expectations.

My approach to upselling and cross-selling is centered around understanding the client's business and identifying areas where Keeper's solutions can add value. I use data-driven insights from our product to highlight opportunities during conversations. Building a trusting relationship and having regular check-ins through business reviews allows me to proactively provide insights that might lead to upsell opportunities.

I prioritize a structured overview of all accounts using a CRM tool, like Salesforce.com, where I track key dates and tasks for each client. I also segment clients based on their needs and communicate regularly to build relationships, ensuring that I stay ahead of any concerns while balancing time effectively across my portfolio.

Staying current in the cybersecurity field is crucial. I subscribe to industry newsletters, attend webinars, and participate in professional networks. Engaging with thought leaders on platforms like LinkedIn and dedicating time to continuous learning through courses keeps my knowledge fresh and ensures I can provide the best advice to clients.

One of my biggest challenges was managing a client going through a major transition in their organization. To overcome this, I maintained open lines of communication, regularly checked in to understand their evolving needs, and facilitated solutions quickly. By showing dedication and being available, I could better adapt our services to fit their new goals during that change.

I find business reviews to be a vital part of maintaining strong client relationships. I typically would prepare detailed data analysis to reflect our solution's impact and align it with the client's achievements and goals. During the review meeting, I focus on engaging discussions, allowing clients to share feedback, and collaboratively identifying any areas of improvement or potential for further engagement.

When faced with client escalations, I prioritize and assess the situation promptly to understand the client's concern. I collaborate with internal teams to gather information and resolve the issues efficiently. Keeping the customer informed throughout the process is crucial as it builds trust and shows dedication to addressing their needs.

A successful Account Manager at Keeper must demonstrate strong communication abilities, technical knowledge relating to our solutions, and a proactive mentality when it comes to anticipating client needs. It's also essential to have a sense of curiosity to solve problems creatively and the dedication to forming long-lasting client relationships.

Building relationships with C-level executives requires a tailored approach. I focus on understanding their strategic objectives and aligning our offerings to demonstrate how Keeper can support their business goals. Establishing credibility through insights, maintaining professionalism, and delivering consistent value are key to forging these relationships.

My technical knowledge in cybersecurity includes understanding key concepts around zero-trust architecture and common vulnerabilities in organizations. I am well-versed in software integrations, particularly SSO solutions and directory services. This technical expertise allows me to effectively communicate benefits to clients and guide them in implementing Keeper’s solutions smoothly.