The Role
As an Account Director, you'll manage renewals and stakeholder relationships, driving account growth and customer success while negotiating contracts and conducting business reviews.
Summary Generated by Built In
Before jumping into all the information about the role and what you can bring to the table, let us introduce ourselves real quick.
About us
We are Insider, the fastest-growing global MarTech scale-up and the #1 AI-native Customer Experience and Marketing platform trusted by enterprise brands worldwide. Our story began with six desks and a vision to create a single platform to make industry-first CX technologies and emerging channels accessible to marketers worldwide. Today, with 1500+ teammates across 50+ nationalities, we continue to push the boundaries of what’s possible in CX. Our architecture brings together unified customer data, advanced journey orchestration, and comprehensive AI capabilities by seamlessly blending predictive, generative, and agentic AI into a single customer engagement platform that empowers teams to activate customer engagement across 12+ channels.
We recently raised one of the largest funding rounds in the industry, a $500M Series E led by General Atlantic. We are backed by top-notch investors, including Sequoia Capital, QIA, Riverwood, and Endeavor Catalyst, and trusted by 1200+ brands from high-growth startups to the most prestigious Fortune 500 companies such as Samsung, Nike, L’Oreal, Singapore Airlines, Nestlé, Nissan, Lenovo, Puma, IKEA, Allianz, Domino's, and the list goes on.
Insider was congratulated for becoming one of the only woman-founded, women-led B2B SaaS unicorns in the world, achieving $200M in CARR (Committed Annual Recurring Revenue). According to Gartner, we are the dominant leader in Multichannel Marketing. Don’t just take our word for it — see for yourself. We consistently outperform and continue our leadership, and the results speak for themselves.
From day one, Insider’s mission has not been only to build a world-class product company, but also to create one of the most socially progressive technology communities in the world. Through our corporate social responsibility initiatives like 100 Social Responsibility Projects, AI Training for Teachers, Code Academy, SheCodes, SheLeads, and SheMarkables, our community has committed to scaling its impact on our communities across 27+ countries, driving initiatives in health, education, farming, animal rights, and increasing women’s representation in STEM.
Behind all these achievements is an exceptionally talented, visionary team of overachievers across 27+ countries that moves fast and agile, creating cutting-edge products, and focuses on making an impact. If you want to be a part of this journey, just keep reading.
As an Account Director, you will be responsible for renewals and stakeholder management.
You will work in coordination with Customer Success Managers and you will be the primary contact of the executives. Your primary responsibility will be driving renewal, creating expansion and MRR Raise opportunities, contract terms including price negotiations, and managing high-level stakeholders through all account bases. Your daily responsibilities will include sponsor nurturing, discovering all stakeholders and their needs to be matched with Insider product suites, Business Reviews, renewal processes, contract negotiations.
Job Description
- Own a portfolio of existing accounts and take responsibility for their retention and growth.
- Identify upsell and cross sell opportunities within existing accounts.
- Proactively own renewals in accounts in cooperation with the Customer Success team.
- Succeed in a team selling environment for maximum account penetration and coverage.
- Consistently forecast monthly and quarterly performance.
- Negotiate deals and contracts at various levels within the targeted account, with primary focus/importance on “C” and enterprise level negotiations.
- Participating in meetings with key stakeholders starting from onboarding kick-off and Business Review meetings.
- Discovering strategic needs and direction of the customers, setting goals and objectives with a customer that will enable the teams to drive business impact.
- Analyzing stakeholder mapping and setting overall strategy to capture right frequency in touchpoints.
- Taking ownership of renewal success and strategy to achieve key commercial/contractual targets.
- Ensuring Customer Success realization is achieved and recognized across key stakeholders and reaching NPS targets ensuring best customer experience and success recognition.
- Achieving customer advocacy goals with the marketing team with success stories, and testimonials.
- Monitoring market trends and industry analysis to nurture key stakeholders aligned with Insider Product and Strategic Roadmap execution.
What we expect from you
- 4+ year experience in Customer Success Management, Account Management, or Sales, ideally in SaaS.
- Proven oral and written communication abilities, positive and energetic phone skills, and exquisite listening skills. Alas, we’ve got clients all over the world!
- Proven track record of using sales & persuasive skills.
- To be a self-motivated and savvy tech bug, always in search of savvy solutions and ideas to improve our relationship with our clients.
- To cherish one of our core ethos: care. You’ll need to care for our clients and make sure they feel at home with our products and our around the clock support.
- Passion for testing, measuring, and improving outreach and follow up effectiveness.
- Strong communication skills in both writing and speaking
- High sense of responsibility and accountability.
- A strategic thinker with excellent project and time management skills.
- Experience negotiating and navigating contracts and legal discussions.
- Thrives in a fast-paced, high growth, rapidly changing environment.
- Proven track record of driving decisions collaboratively, resolving conflicts, and ensuring follow-through with verbal and written communication.
- Strong presentation skills with a high degree of comfort with both large and small audiences and various levels of management (Senior Marketing Executives, IT management, Database administrators, and Data Scientist).
- Proven track record of building relationships and need discovery with senior customer executives in large or highly strategic accounts,
- Experience in managing various stakeholder relationships to get consensus on solutions/engagements required.
Hold on! Life’s a two-way road! Here’s what you’ll enjoy while spending time with us (perks, anyone?)
- a chance to work in an international, diverse, and inclusive environment,
- access and opportunity to gain a limitless network all over the globe,
- a chance to become a Shareowner with the "Shareowner System" that we offer to all Insiders who meet certain criteria,
- to be part of an industry that’s shaping the future of customer experience
- access to many hard and soft skills pieces of training to help you improve and challenge yourself,
- access to 16,000+ online courses taught by real-world professionals on the LinkedIn Learning platform to satisfy your hunger for knowledge.
- space to share your skills through training sessions and workshops if you wish. Sharing is caring!
- the infamous team activities that are bursting with fun,
- no Dress Code!
We provide equal opportunity in a zero-discrimination workplace and not just welcome but also embrace everyone without regard to sex, race, color, nationality, religion, gender identity, sexual orientation, disability status, citizenship, or marital status.
Please follow Insider on LinkedIn, Instagram, Youtube, and Medium!
Top Skills
SaaS
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The Company
What We Do
Insider—one platform for individualized, cross-channel experiences—enables enterprise marketers to connect customer data across channels and systems, predict their future behavior with an AI intent engine and individualize customer experiences. Marketers use Insider’s platform to deliver experiences across channels like Web, App, Web Push, Email, SMS, and Messaging Apps (WhatsApp, Facebook Messenger, RCS).
Insider recently unlocked unicorn status and NASDAQ congratulated the company for becoming one of the few woman-founded, women-led B2B SaaS unicorns in the world. Insider was named as the #1 Leader in The Forrester Wave for Cross-Channel Campaign Management 2021 and Gartner Magic Quadrant for Personalization Engines 2021. The company has been named #1 Leader on G2’s Mobile Marketing Software and Personalization Grids with a 4.6/5 rating for 20 consecutive quarters. CrunchBase recently ranked Insider’s co-founder and CEO Hande Cilingir as one of the top women CEOs outside the US.
Many of the most prestigious Fortune 500 companies and top brands in retail, automotive, and travel use Insider to deliver AI-backed personalized experiences that exceed customer expectations. Insider is trusted by over 1,200 global businesses, including Singapore Airlines, Virgin, Toyota, New Balance, IKEA, GAP, L’Oreal, Samsung, Newsweek, MediaMarkt, Nissan, AVIS, Marks & Spencer, Allianz, Madeira Madeira, Santander, BBVA, Pizza Hut, Avon, and CNN.
