Account Manager - Agency

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.

Role Overview

The role of an Account Manager - Agency Team at Vuelio is vital to maximising and developing our Agency client portfolio. This role will allow you to develop your skills in SaaS account management and account development. Account Executives/Managers in the Agency team work on PR Agency accounts with arange of product specifications; however most of your portfolio will be Journalist Enquiry Service (JES), media database, media monitoring and political monitoring and stakeholder relationship management (SRM) subscribers.

The primary goals for the Account Manager are customer satisfaction leading to renewal of services and the identification of opportunities to grow the client’s subscription with additional products from the Vuelio offering. You will understand each of your client’s and their client’s strategic and operational goals and objectives. You will advise clients on why they should be expanding their relationship with Vuelio and how further integration across our range of products can help them support and achieve their client’s strategic communications objectives. Through understanding of the mechanics of your client organisations and being creative in driving people to action, you will be able to engage and inspire internal stakeholders and close deals to meet revenue targets.

The role carries a pure retention target and an upsell target.

Key Responsibilities

• Be the key commercial contact for a set of Vuelio Agency clients with responsibility for renewing their existing client subscriptions.

• Work with the Implementation team to onboard Vuelio media monitoring, media database and political monitoring and SRM clients effectively.

• Directly onboard new JES-only clients. This involves building rapport, understanding the client’s needs and objectives for the system, initial training on how the client can meet those objectives using Vuelio and making sure that the client knows all the relevant touchpoints within Vuelio for the duration of their contract.

• Deal with day to day client queries relating to product, contract and usability. If appropriate, find suitable solutions to client queries through working with colleagues in departments such as support/training/finance with a high level of professionalism.

• Effectively manage each client’s usage of their current system, ensure they derive maximum value from their subscription and use your product knowledge to determine the most natural upsell opportunities based on their usage.

• Analyse opportunities to understand threats or barriers with the ability to accurately forecast sales pipeline (RAG) to consistently perform in line with monthly, quarterly and annual targets.

• Take control and ownership of your territory to map and target organisations strategically (e.g. using client case studies, renewal data, Salesforce info, industry news/current affairs, targeted marketing campaigns etc).

• Rigorously record account and opportunity data in Salesforce for successful opportunity mapping to ensure consistency across the business and transparency in measuring KPIs and targets.

• Build relationships at all levels within the Agency client and be focused on delivering value throughout the client journey.

• Be creative in finding ways around sales barriers and converting opponents into champions.

• Use market knowledge to strategically position against competitors to become the only viable option.

• Be tactical to drive timelines and create urgency in effort to control the close date wherever possible.

• Demonstrate collective responsibility, working with other members of Account Management to ensure client satisfaction.

• Build a market reputation, seeking referrals and testimonials from clients.

All staff have a responsibility and an essential role to play in safeguarding Pulsar Group’s information and that of its customers. You are required to take all reasonable steps to comply with the Pulsar Group Information Security Policy and the policies and processes outlined in the Pulsar Group Information Security Management System (ISMS).

We can all play a part in creating the inclusive and diverse environment that enables us to do our best work through being welcoming to others, considerate of difference, responsible in our behaviour, constructive in disagreement and open to learn.

Profile

• Core experience, skills & interests

• A self-starter; who is motivated and driven to succeed.

• Previous experience of a revenue-generating, quota-carrying role.

• Extremely organised and efficient - able to manage a range of responsibilities, tasks and projects simultaneously whilst ensuring that work is prioritised accordingly with a primary focus on retention and associated revenue generation.

• Great communication skills – you will need to convey information and ideas verbally and in writing in a clear and engaging way to an range of audiences.

• Comfortable with technology and with a thirst for knowledge – you need to be able to understand all aspects of our product (including new features as they are developed) and also our competitors in order to strengthen our ability to position Vuelio against a client’s incumbents or internal processes.

• Negotiating skills - demonstrable ability to understand an organisation's decision-making unit and procurement processes to successfully drive next steps and influence the close date of opportunities.

• Numerate and analytical.

• Keen interest in current affairs.

Experience that is desirable but not necessarily essential includes:

• Use of Salesforce, Salesloft and Intercom.

• Account management or sales for SaaS product.

• Experience within PR, marketing or communications departments.

Additional abilities

• Outstanding ability to listen, both to remain open to ideas and to understand customer challenges and opportunities.

• Ability to use product and industry knowledge to question a client's ‘status-quo’ and advise confidently on communications strategy to sell more complex solutions, additional services and longer-term deals.

• Assertive with the natural confidence and tenacity to find and create needs even when they may not be obvious or clear-cut.

• Developer of collaborative relationships to facilitate the accomplishment of work goals.

• Willingness to share knowledge and experience with others.

We know that innovation thrives in teams where diverse points of view come together to solve hard problems. As such, we are explicitly seeking individuals who will bring diverse life experience, diverse educational background, diverse culture, and diverse work experience. Please be prepared to share with us how your perspective will bring something unique and valuable to our team.

Benefits

• Salary £30,000-£40,000 dependent on experience

• 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

• 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).