Account Manager

Role Summary:

The Account Manager in the Content BU manages a defined book of Bloomreach Content Management System (CMS) customers, executes renewals with guidance, and supports expansion opportunities through close partnership with Professional Services, Support, and agency/SI partners. The Content BU has three products under its ownership including On‑premises, PaaS & SaaS deployments.

Key Responsibilities:

• Manage day‑to‑day account activity for an assigned portfolio to ensure retention and measurable growth (cross‑sell, upsell) with moderate guidance from Senior AM’s.
• Execute renewal cycles (pricing, terms, entitlements) in partnership with Senior AM’s and Professional Services; coordinate commercial/technical inputs typical for Content (e.g., environments, pageview entitlements).
• Identify, qualify and execute on expansion opportunities; coordinate internal resources and partners to advance opportunities through the sales process (add‑on modules, additional environments, services packages).
• Collaborate with agency/SI partners on joint account plans, co‑selling, and tenders/RFPs, aligning roles and ensuring timely responses.
• Prepare and contribute to QBRs and value narratives centered on CMS outcomes (content velocity, governance, performance/SEO improvements) and roadmap alignment.
• Maintain accurate CRM/CPQ data tied to Content usage drivers (e.g., pageviews/environments) and provide reliable monthly/quarterly forecasts.
• Coordinate with Support/SRE/Operations for stability and SLA adherence; escalate effectively and drive issue resolution to protect renewals.

Core Competencies:

• Account Planning — builds guided plans tied to customer goals and expansion opportunities.
• Managing the Sales Process — executes standard renewal/expansion steps with moderate guidance; follows agreed qualification/forecast practices.
• Client Focus — proactively supports value realization to drive retention and satisfaction.
• Collaboration — works cross‑functionally with CS, PS, Support/SRE, Product, and partners to deliver outcomes.
• Thinking Strategically — applies structured thinking to typical account scenarios; seeks support on novel/complex cases.
• Technical/Domain Acumen (CMS) — explains Content value proposition and basics of enterprise CMS architectures (headless delivery, APIs/SDKs, environments, upgrade motions).
• Partner Management — collaborates with agency/SI partners, understands bid processes, and leverages the ecosystem for coverage and growth.

Qualifications:

• Minimum 3 years Experience in Account Management, Customer Success, Sales, or Consulting for B2B SaaS and/or digital agencies with enterprise CMS/web platform projects.
• Familiarity with agency/SI partner motions and supporting RFPs/tenders with Procurement teams.
• Strong communication, organization, and cross‑functional coordination with CS, PS, Support, Product, and Engineering.
• CRM/forecast discipline and comfort with structured sales methodologies (training provided).

Measures of Success:

• Renewal attainment vs. plan and churn reduction within assigned portfolio.
• Expansion sourced/assisted tied to Content levers (additional environments, modules, services), including partner‑influenced wins.
• Forecast accuracy and CPQ/CRM data quality for Content usage and entitlements.
• Services bookings influenced where AM engagement helps scope/value‑justify PS work.

Operating Rhythm & Stakeholders:

• Works closely with Professional Services (upgrades/migrations/optimisation), Support/SRE/Operations (SLAs, stability), Product/Engineering (roadmap alignment), and agency/SI partners (co‑sell, delivery).

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