Account Manager

 

Position Description

 

Overview

The Account Manager (AM) protects and grows recurring revenue across a portfolio of key customers. The AM owns the commercial side of each account: renewals, expansion (upsell and cross-sell), executive relationships and renewal risk. The AM manages a book of business worth more than €4 million.

Each AM is paired 1:1 with a Customer Success Manager (CSM) on their accounts. The AM protects and grows revenue; the CSM protects and grows value through onboarding, product adoption, training and day-to-day user relationships. Together they build long-term customer partnerships that drive sustainable growth and predictable retention.

This position is with our Operations Division.

 

Core Responsibilities

• Own the renewal motion

  • Maintaining accurate renewal stages, forecasts, risk categories and next steps, reviewed bi-weekly with the manager in Gong.
  • Leading all commercial renewal conversations, and owning and negotiating contract renewals and addenda.
  • Building and executing renewal plans so there are no surprises at negotiation and renewals close on time.
  • Escalating all at-risk renewals to the manager.

• Build and close expansion pipeline

  • Maintaining whitespace maps for at least 50% of accounts, always including the top 10, updated quarterly and reviewed with the manager.
  • Identifying expansion opportunities from customer goals, product usage and trigger events, including adoption insights shared by the CSM.
  • Developing upsell and cross-sell strategies that expand platform adoption across new teams, business units, geographies, products and use cases.
  • Creating and driving expansion opportunities to close, with pipeline coverage of 3x the expansion target.
  • Identifying opportunities to enhance the go-to-market (GTM) strategy and the roll-out of new products.

• Deliver QBRs and drive executive relationships

  • Establishing direct relationships with Economic Buyers, budget holders and executive decision-makers.
  • Leading Quarterly Business Reviews (QBRs) and Executive Business Reviews (EBRs) together with the CSM: the AM leads the commercial conversation, the CSM brings usage and adoption data.
  • Ensuring every account meets with Enhesa at least once a year.
  • Positioning Enhesa as a strategic business partner and driving value at every interaction.

• Lead at-risk strategies and forecasting

  • Understanding customer goals, stakeholders and organisation to accurately assess renewal risk.
  • Regularly reviewing account health and renewal readiness with the CSM partner.
  • Conducting renewal health assessments and risk reviews, and documenting at-risk strategies and next steps in Gong.
  • Escalating high-risk accounts to the manager in bi-weekly meetings, so there is no surprise churn.

• Partner with the CSM and cross-functional teams

  • Running a weekly AM–CSM sync on account health, risk flags, upcoming renewals and priorities.
  • Taking the lead when a health or adoption risk flagged by the CSM affects renewal revenue.
  • Acting as the commercial liaison between the client and Enhesa, coordinating internal teams during escalations.
  • Representing the Account Management team in cross-functional projects to protect client satisfaction and enable growth.

• Support the Account Management team

  • Supporting Account Managers with development, training, onboarding of new AMs and use of internal tools.
  • Representing Enhesa at selected tradeshows, industry and partner events to strengthen client relationships

 

Requirements

Bachelor’s degree in business, communications, marketing or similar field of study from an accredited university required.

 

Experience

• 5-7 years of demonstrated experience with sales and account management in a B2B environment in the SAAS, IT, insurance, engineering, financial services or consultancy industry.
• Experience in executing sales and account plan-based strategies for current clients.
• Demonstrated ability to achieve annual growth targets and client satisfaction.
• Solid project management/cross-functional collaboration.
• Solid problem-solving and customer relationship management (CRM) skills.
• Knowledge of internal tools: Jira, Confluence, and SharePoint.
• Team player. Ability to work on a team in a collaborative environment, sharing information and best practices.
• Fluency in English. Other languages are an asset.
• Proficiency in Microsoft Office Suite 365.