Account Manager
Author-it Software
5 dagen geleden

Who we are and what we do

ASC is a world leading provider of on-premise and cloud-based products for authoring technical publications, e-learning and pharmaceutical information.

What does that mean for our customers? Our two software platforms, Docuvera and Author-it, enable the transformation of how our customers create and manage their content, leveraging a component first approach where content is broken down, easily assembled into documents and reused across their organisation.

Our two products serve different industries; Author-it focuses on e-learning and technical publications, while Docuvera focuses on life sciences and we seek to solve one of Biopharma’s major challenges- the inefficiency of managing information across the drug development lifecycle.

Our global ASC team are a diverse, committed group of experts who are progressive in their approach and know what makes a great product.

Our Technology, Product, Sales and Corporate Services teams are based throughout New Zealand, Netherlands and the United States.

How we do things here

The way we do things here sets the tone for life at ASC. It’s about delighting our customers, trusting each other, being respectful, being decisive and straight talking and being solutions focused.

We’re an ambitious product-led company and we trust that our people will do their best to deliver on their commitments to our customers, so we let them get on with it.

We seek people who can show us that they’re passionate about their field of work, show initiative, and are constantly learning so adapt to try new things or take on a different perspective.

We expect our people will be great communicators, have strong EQ, be honest, have integrity and be resilient.

We enjoy our rapidly changing environment, which requires flexibility and self-discipline, but in turn we get the chance to be part of a fast-paced business working on transformative technology.

The part you’ll play

You are customer focused, able to understand the business and process issues our customers face and together with the sales and marketing teams you create and deliver on Action Plans for both the Author-it customer community as a whole as well as critical high value accounts.

While solution selling skills will be useful, you should also be able to understand and communicate value-based messages.

You are motivated to gather and keep all information around our customers up to date and plan commercial activities based on that.

This of course requires excellent communication skills, in English and preferably in German and Dutch as well. You will have some experience in SaaS account management or customer service, and understand key metrics that relate to SaaS customer identification, acquisition, retention, and growth.

You will be able to manage your time and work independently while also coordinating with your colleagues in the Netherlands, New Zealand and USA to ensure you have the information you need to support customers around the world.

Some travel will be required, so you should have a current passport and the ability to easily and legally travel internationally (COVID restrictions notwithstanding).

You should love technology, be prepared to roll up your sleeves, learn about our industry and our products, and become a trusted advisor for our customers.

You will be supported by experienced colleagues to help you acquire these skills.

Finally, you should be a skilled, confident communicator. The role requires you to change someone’s mind via email and calls, provide valuable input and help to our marketing team to increase the effect of our marketing communications.

You may also need to set up and run product demonstrations and webinars for customers or present at customer events.

What you’ll focus on

Simple : through a range of activities agree with and supported by our commercial and product team, you will be responsible for :

  • Managing (preventing) churn from your base of existing customers
  • Managing our information around customers in our CRM and other systems
  • Growing subscription and services revenue from your base of existing customers
  • Increasing customer engagement with Author-it through various activities
  • Becoming a trusted advisor and thought leader (we’ll help you with that!)
  • Supporting the sales and marketing team with new business initiatives, like webinars and roadshows.
  • The role requires the usual technology skills including CRM and MS Office, and ideally you will also be proficient with a range of modern sales and marketing software tools.

    Other tasks that will become part of your role :

  • Collaborate across functions to define, create and deliver effective account management activities
  • Become a subject matter expert on Author-it products and our wider market
  • Drive customer satisfaction to support advocacy, e.g. case studies and whitepapers
  • Attend industry events and manage event planning logistics (in a post-Covid world)
  • What you’ll bring

    You’re here because you have a unique mix of skills to offer, and we can’t wait to see you put them to work. You will :

  • At least 2-5 years of account management, preferably in enterprise software and / or SaaS
  • Proven ability to think outside-the-box, execute effectively, work under tight deadlines, and run multiple Account Plans across various time zones and platforms.
  • Excellent communication skills, written, visual, and verbal. Professional proficiency in English is a must, German and Dutch a big plus
  • Ability to work well in a fast-paced, everchanging environment and navigate through ambiguity
  • Experience in identifying a customer or market need, creating an initiative to meet that need, and executing and delivering on that initiative, clearly solving the original need
  • Excellent people skills to interact with peers, cross-functional teams, customers and partners
  • Self-starter and fast-learner with a don’t wait attitude’
  • Experience in remote work and a proven ability to work independently
  • Ability to travel up to 10% with some international (Covid dependent)
  • A great sense of humour and a roll-with-it attitude
  • Note : An official Certificate of Conduct ( VOG’) or similar will be required before your start at ASC.

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