Account Manager (EMEA)

About You 

You’re that friend who always manages to convince people that doing things your way was their idea. But it’s only fair because you have the best ideas, and you just want everyone to have a great time. You believe in excellence, and even though you’re a great negotiator, you’re generous, sometimes to a fault. It’s not about the win, it’s about everyone being happy. So of course you grew up and went into sales. You’re driven, curious, and deeply passionate about ensuring your customers are successful! If this sounds like you, plus you love the high-speed, rush of SaaS sales, then you might be just who we’re looking for to join us as an Account Manager.

You are a sales rockstar, but you understand that a true salesperson is a matchmaker, not a pusher. At Swoogo we believe in the right fit—not square pegs shoved into round holes. Have you been looking for a company with a product that’s genuinely making people’s lives and jobs easier? Do you understand intrinsically that nurturing relationships is an integral part of sales? Most importantly, are you all in on the concept that people sell to people? At Swoogo we love our numbers and we love our wins … but #WeCare is a company value for a reason. We want to hear why you’d be a fab addition to our Account Manager team.

The Position

As an Account Manager, you’ll report to our Director of Account Management to help lay the groundwork for our long-term strategy for driving retention and growth, through accounts. We mean it when we say we work as a team, so we need someone who can put their ego away and join in a group effort. This role requires confidence, strategic prioritization, and empathetic customer management. We’re 100% remote, and we get that’s not for everyone. Don’t worry, we stay in contact via Slack and twice yearly offsites (not to mention President’s Club!) and we’re a fun bunch. But we also work hard, and we have a laser-sharp focus on our goals. 

We need a new team member with previous SaaS experience working directly with customers, with a customer-first mentality. Our ideal candidate will be able to demonstrate successful experience partnering with customers, have excellent communication skills, and a solid track record of removing barriers for customer adoption. You’ll help our entire team execute on expansion opportunities, while also managing a portfolio of customers. You’ll work closely with the Account Management team to ensure we expand our customer base, while also maintaining a high level of customer satisfaction. This role requires lots of collaboration across Sales, Customer Success, Support, and Product to ensure our clients renew and expand.

You Will 

• Oversee the customer lifecycle to proactively drive adoption and ensure ongoing client satisfaction and retention of accounts. 
• Identify and successfully close renewals and expansion opportunities within your accounts. 
• Achieve or exceed monthly and quarterly targets. 
• Work with leadership to identify customer growth opportunities and lead the renewal/expansion strategy for our Account Management team. 
• Establish Productive, professional relationships with key players in your assigned customer accounts.
• Drive engagement, high participation, and increase feature adoption across accounts.
• Leverage your knowledge of Swoogo to advise on best practices around product usage with end users. 
• Ensure swift resolution of account issues by leveraging resources from cross-functional teams, as needed, mainly Support and Product.
• Be responsible for having a deep understanding of clients needs, their overall goals, and how Swoogo can be part of their solutions.
• Act as an influencer, connector, and coordinator to make sure that we are pulling together the right team, at the right time, and delivering services in such a way that our customers come to trust and rely on Swoogo even more.
• Represent the voice of the customer to provide actionable customer feedback to our product team. 
• Proactively assess, clarify, and validate customer needs on an ongoing basis.
• Serve as a mentor and advisor to Customer Success team members. 

Must-Haves 

Psst—when we say must, we really mean it. Candidates without obvious experience in the following will not be considered. 

• Minimum of 2-3 years of Customer Success Management and/or Account Management experience working in SaaS directly with customers. 
• Proven customer management skills. 
• A successful history of expanding and growing accounts with the ability to help define Swoogo’s Retention and Expansion strategy. 
• Proven ability to develop and manage pipeline and forecasting. 
• Skilled at negotiating business terms and contracts with large accounts.
• A team player with world-class problem-solving, critical thinking, communication, and relationship-building skills. 
• Ability to develop trusted relationships with customers and internal teams. 
• Ability to independently organize, prioritize, and take action. 
• Experience with CRMs, preferably Salesforce and other tools
• A motivated self-starter with a positive attitude who thrives under ambiguity in a fast-paced, deadline-oriented remote environment. Our team is 100% remote! 

Nice-to-Haves

No person is an island—candidates who have experience in the following will be highly considered, but don’t feel like you shouldn’t apply if you don’t check all the boxes: 

• Experience with a Customer Health Tool, preferably Gainsight.
• Experience working in event tech and events in general a major plus! 
• Previous experience with an annual subscription sales model. 
• Knowledge of Integrations and APIs. 
• Exposure to working with Mobile Apps. 
• Thinks giraffes are dope

#LI-REMOTE

What we bring to the table

• Competitive Pay
• Did we mention we are fully and globally remote? As long as you have WiFi, you’re good to go.
• Unlimited PTO plus company holidays
• $1,000 annual stipend for vacation travel
• Parental and Family Leave
• Super-positive team culture with a smart and passionate team
• Bi-annual all-hands off site. We’ve been to Bermuda, Lisbon, Atlanta, Utah, San Diego and Miami. Ideas for the next one? 
• Technology / Home Office Stipend
• Training
• Stock Options

Who We Are

Hi, we're Swoogo, pioneers of the event management frontier. Need proof? We grew up supporting in-person events, but connected hundreds of thousands of people through digital events over the course of the pandemic. Now, with in-person and digital capabilities, we're poised to take on hybrid events, and we've emerged as a leader in a space that is being completely redefined and reinvented. A highly focused, fully distributed event management software startup.

Our Hiring Process

Swoogo takes seriously our responsibility to care for the security and privacy of our customers’ and their users’ data. We observe and are certified in a variety of global compliance standards.  In accordance with applicable law, all persons hired will be required to verify identity and eligibility to work and to complete employment eligibility verification.

Headhunters and recruitment agencies may not submit resumes/CVs through this website or directly to managers. Swoogo does not accept unsolicited headhunter and agency resumes, and will not pay fees to any third-party agency or company that does not have a signed agreement with Swoogo.

Swoogo is an equal opportunity employer. We eagerly seek a diverse applicant pool and hire without regard to race, color, gender identity, religion, national origin, ancestry, citizenship, physical abilities (or disability), age, sexual orientation, veteran status, or any other characteristic protected by law.

Please note that visa sponsorship is not available for this position.

Interested in the details of our privacy policy? Read more here: https://get.swoogo.com/privacy