Head of Account Management (Maternity Cover)

Company Overview

Pulsar Group Plc is a tech innovator, delivering high quality SaaS products that address the fundamental business needs of clients in the marketing and communications industries. We combine AI technologies with human expertise to analyse data and create insights to understand what has impact on an organisation and their key audiences – from customers to stakeholders, politicians to influencers and the media.

The evolving Pulsar Group portfolio includes Isentia, the market-leading media monitoring, intelligence and insights solution provider; Pulsar, the most advanced audience intelligence and social listening platform; Vuelio, which provides monitoring, insight, engagement and evaluation tools for politics, editorial and social media in one place; and ResponseSource, the network that connects journalists and influencers to the PR and communications industry.

Pulsar Group is an AIM-listed SaaS provider with over 1,000 employees across 10 countries. Our technology is used by 6,000 organisations every day, from global blue-chip enterprises    and communications agencies to public sector organisations and not-for-profits.

Responsibilities

Strategy

• Execute and refine the Pods Commercial Strategy to roll up & align to the overall UK strategy
• Overall responsibility from achieving the ARR growth for the Pod by delivering the right mix of Renewals and Upsell
• Create and drive a collaborative team of people across the NFP & Brand pods who are all working towards common goals, centered around pod performance and growth (improving win rates and retention)
• Facilitate and encourage knowledge sharing (across NB + AM, as well as the wider pod) to ensure we learn from each others successes and failures to channel our efforts accordingly
• Establish data driven approaches to map white space for growth / expansion
• Develop knowledge and experience within the team to ensure Vuelio leads the market with regards to being sector specialists & trusted advisors
• Develop strong cross-functional collaborative relationships to implement effective product innovation ideas, and be open minded and creative about our go-to-market approaches when working with other stakeholders in the business

 Account Management

• Implement and drive ‘ownership’ of each AM’s territory; enabling them to strategically map and plan in relation to the organisations in their patch
• Drive the adoption of account health metrics to enable the team to focus the right activities on their accounts, at the right time
• Ensure the team collaborate effectively with Customer Success to ensure smooth onboardings and deliver excellent customer experience
• Effectively map the internal workings of each organisation; understand ‘who’s who’, what they use and what they want to achieve
• Support the team in providing exceptional customer relationship management to deliver market leading retention rates – including product troubleshooting and customer escalations
• Act as the point of escalation to help team members resolve issues relating to payments, customer experience etc
• Collaborate with credit control and cascade relevant info to the team to support cash collection
• Develop workflows to ensure Marketing leads are qualified and converted accordingly; and establish a feedback loop with Marketing to help shape future campaigns / initiatives
• Establish appropriate KPIs to ensure we can build out trust signals from the client base; e.g. obtaining case studies and testimonials

Day to day Responsibilities & General Team Management

• Establish and maintain ‘tiering’ within the teams to ensure the right accounts are allocated to the right Reps based on experience and skill
• Responsibility for the day to day performance of the team - ensure team monthly, quarterly and annual sales and retentions targets and KPIs are met / exceeded
• Hire, mentor and develop your team, providing ongoing training and professional development opportunities to ensure continual succession planning and rising star promotions. Work with your team to identify gaps in staff competencies and create plans to fill gaps (through 1-2-1s, roleplays, stretch goals, mentoring and OJT)
• Ensure there’s a focus on the roles of senior team members / team leads, allow them to take on more responsibility and demonstrate creative thinking to link a Rep’s career ambitious with internal projects and initiatives
• Help define the key value propositions that we take to market and ensure exceptional presentational standards across all staff
• Partner with Marketing, Professional Services and Product Development functions to maximise value from continuous improvements in our products and services
• Ensure the pod have the correct / best resources to tailor their pitches accordingly (sales materials, demo sites, content)
• Establish the right processes to ensure a consistent standard in written communications across the pod
• Exploit our current CRM in order to build high quality data, which provides strong go-to-market insights, supports excellent customer service and enables us to maximise value from existing customers
• Be a champion of Vuelio’s commercial reporting systems and ensure the accuracy and integrity of sales and retentions reporting formats for the senior management team (includes delivery of weekly and monthly reports including data-driven analysis of performance to KPIs)
• Continual interpreting and analysing of data to review past performance and identify opportunities and risks over the short, medium and long term
• Feed forward relevant competitive intelligence to benefit both commercial delivery and product development
• Support and mentor the team in complex, high(er) value multi-product sales & renewals (which can include tenders that may require extensive customisation as well as legal, infosec and escalations or credit control issues)
• Attend, events and exhibitions for networking purposes

The “Maternity Cover - Head of Account Management for Not for Profit & Brands” is a temporary role responsible for the performance and success of two of our specific sector teams spanning Retention and Growth. The person will be responsible for directly managing two teams of Account Managers to drive renewals and upsell as well as optimising performance through other key performance indicators. The person in this role will establish collaborative approaches across the team in an effort to drive consistency with regards to knowledge, process and skill and they should take a data driven approach to ensure we're developing new strategies, focusing efforts in the right areas and on the right type of accounts.

The ideal candidate will be a dynamic and energetic individual with hands-on Sales leadership experience within existing accounts, with the ambition to further broaden their skillset. This person will be passionate, creative, target driven and incredibly focused on determining how to achieve the best customer journey from start to finish. They will also be deeply curious and have a problem solving mentality to ensure the team is well placed to overcome blockers and challenges. In terms of their management style they should be decisive and assertive but also KPI and data-driven in terms of decision-making to support effective time allocation.

This role is a Maternity cover position for 12 months with the potential to extend and become a permanent team member if the growth strategy of the company is achieved.

• Competitive base salary with a generous commission scheme
• 25 days holidays + 8 public holidays
• Day off on your birthday
• Hybrid working (2-3 days a week in the office)
• Up to 4x salary Life Assurance
• Opt-in Private Healthcare
• Access to self-paid Dental Insurance
• Superstars Awards Scheme & sales incentives
• Other benefits such as Perkbox (for discounts), Cycle Scheme, Season Ticket Loans, a Workplace Nursery scheme and SmartHealth (for access to private GP appointments as well as a range of health and wellbeing services).