Account Manager/Key Account Manager

The company:

AudienceView is one of the largest global ticketing companies with clients in North America and the UK. Combining innovative technology with individualized client support, AudienceView has been leading the way in event ticketing and e-commerce solutions for over 20 years. Our global team stands behind our mission to transform how events are discovered, attended, and remembered. Our solutions drive efficient, integrated operations for more than 2,000 organizations across 12 countries Through innovative technology, popular consumer brands and unique support tools, we’ve created an ecosystem that helps businesses manage their events, seamlessly. We live and focus on four core values:

• We are people first
• We are innovative
• We are results driven
• We are transparent

AudienceView is made up of people who believe wholeheartedly in the power and magic of live events. If you feel the same way, you’re in the right place. Come transform live entertainment with us.

AudienceView is a legal employer in Chile and hires employees directly in Chile. AudienceView is compliant with the Chilean payroll, benefit and vacation laws and policies. This position is open to candidates who are currently residing in Chile with a legal work status. 

Why we want to work with you:

AudienceView is embarking on transforming their client experience to a digital-first experience. This provides clients with appropriate digital recommendations and touchpoints throughout their partnership with AudienceView, based on insights derived from data on their product usage, their sentiment (CSAT, NPS), their requests for support and our internal observations of key metric trends.

AudienceView is investing in a team of Account Managers that will help with the development of client renewal and retention playbooks, the monitoring and continual improvement of its effectiveness while serving to augment the client experience as needed.

Why you'll do:

• The primary role and responsibility of the Account Manager is to retain and grow the AudienceView book of business with a digital-first approach, augmenting this approach as needed, while also looking for opportunities for cross-sell and upsell.
• Work with Customer Success Operations to develop and implement digital-first client renewal programs and associated playbooks that help secure renewals for the book of business in a scaled and efficient manner.
• Work with Customer Success Operations to develop and implement digital-first retention programs and associated playbooks that mitigate any at-risk accounts in a scaled and efficient manner.
• Augment the digital experience of clients by responding to common renewal and contract questions from clients.
• Work with the Strategic Account Management team by referring high-value clients to the team to help handle any overflow renewal and retention conversations, as required.
• Implement annual price lifts to meet or exceed net ARR growth in the book of business.
• Advocate for client needs internally by collaborating cross-functionally to achieve client outcomes quickly. To raise visibility to client issues promptly and to proactively identify risks and opportunities to the book of business.
• Develop adequate executive coverage for high-value clients. Implement multi-thread approach to ensure that client stakeholders are identified and have appropriate internal contacts, especially with the decision-makers and key influencers.
• Explore cross-sell opportunities & refer leads to the cross-sell team. This includes identifying the right decision-maker contacts, aligning opportunities with the client’s strategic plans and desired outcomes and/or the client’s pain points and need for a solution.

What you'll need:

• Experience in managing a large book of business, retaining and renewing existing clients' contracts.
• Experience in working as an Account Manager or a similar role at a SaaS company.
• Experience in using Salesforce as a tool to manage clients' data and contracts.
• Experience in using digital-first customer success tools such as ChurnZero.
• Experience in working with clients based in North America.
• Following KPIs/metrics to measure results.
• Creative problem-solvers.
• Data-driven and analytical mindset.
• Excellent verbal and written communication skills in English.

How we hire - here's a brief overview of our recruitment process:

Screening & Resume Review: Our Talent Acquisition team will evaluate all resumes and select candidates for a video screening call for 30 minutes.
Hiring Manager Interview (45-60 minutes): Meet with the hiring manager to speak in detail about your relevant experience and learn more about the role.
Meet More of the Team (60 minutes): Meet with more team members to learn more about the work culture and the team dynamic.
Final Interview (30 minutes): Meet with the Chief Customer Officer for a final conversation about the role.