Enterprise Account Manager - Installed Base

As an Installed Base Account Manager, you will be responsible for managing and growing relationships with existing customers, ensuring they realize maximum value from our solutions. In this role, you will act as a trusted advisor to your accounts, driving retention, adoption, and incremental revenue through renewals, upsell, and cross-sell opportunities. This is a customer-facing, quota-carrying position focused on delivering business value and strengthening long-term customer partnerships.

Key Responsibilities

Account Management & Revenue Growth

• Own a portfolio of existing customer accounts and achieve or exceed assigned revenue and retention targets.
• Drive customer renewals and identify opportunities for upsell and cross-sell of products and services.
• Develop and execute account plans to maximize customer satisfaction and account growth.

Trusted Advisor & Customer Success

• Build and maintain strong relationships with key decision-makers and stakeholders across all levels of the customer organisation.
• Understand customers’ business objectives, challenges, and industry trends to deliver tailored solutions and measurable value.
• Serve as the primary point of contact for strategic discussions, aligning solutions to customer outcomes.

Industry and Business Acumen

• Maintain a deep understanding of customers’ industries, technology environment, and business goals.
• Proactively provide insights, benchmarks, and recommendations to help customers maximise solution ROI.

Pipeline Development & Forecasting

• Identify, qualify, and manage expansion opportunities within the existing customer base.
• Collaborate with internal teams, including Senior Execs, Presales, Customer Success, Professional Services, and Solution Consulting, to support account growth strategies.
• Maintain accurate forecasting and pipeline data in the CRM system.

Customer Engagement & Retention Activities

• Conduct regular business reviews and adoption sessions to ensure customer satisfaction and solution utilisation.
• Track market activities and competitor offerings to strengthen account strategies.
• Participate in customer events, webinars, and user groups to enhance engagement and relationship depth.

Sales Excellence

• Execute disciplined account management practices aligned with company sales methodologies.
• Collaborate cross-functionally to deliver seamless customer experiences and maximise account value.
• Continuously improve product knowledge and consultative selling skills.
• Engage in value-based, consultative selling that focuses on aligning solutions to customer business outcomes.

Qualifications

• Proven experience in account management, customer success, or sales roles managing existing accounts.
• Understanding of enterprise software or technology solutions, with a willingness to learn product capabilities in depth.
• Strong interpersonal, communication, and presentation skills, with the ability to influence stakeholders at all levels.
• Ability to manage multiple accounts and priorities in a fast-paced, customer-focused environment.
• Track record of meeting or exceeding retention and revenue growth goals.
• Willingness and appreciation of the sales process including cadence, forecasting and accurate reporting.

Additional Information

We embrace flexibility and hybrid work opportunities to support diverse needs and lifestyles, while also valuing inclusive workplace experiences. By fostering a sense of community, we drive innovation, strengthen connections, and nurture belonging. Our commitment ensures you can work in a way that suits you best, while also engaging with colleagues to share ideas and build meaningful relationships.