Amplitude is rapidly expanding its customer base and we are looking to bring someone onto the team who can help build customer relationships, proactively approach renewals, and grow accounts in the Enterprise segment. This individual will work closely with both the Sales and Customer Success team to ensure an ideal on-boarding process, long term customer experience with Amplitude, and ultimately drive renewals and upsell for an existing book of business. Primary responsibility included being a thought leader providing professional leadership and coordination for the account team.
 
Evaluation Criteria:
  • Core Attribute #1 → (Relationship Management & Sales Skills) - demonstrated ability to build strong relationships with Senior Executives within a customer account and leverage those relationships to proactively approach renewals, expand and grow the account over time as well as manage the renewal process
  • Core Attribute #2 → (Execution & Time Management) - ability to follow an account management process (email templates, meeting structures, touch point cadence, etc) while also bringing in your individuality and negotiation skills in sales cycles
  • Core Attribute #3 → (Cross-Functional Collaboration) Demonstrated success working cross functionally while driving alignment across stakeholders including Sales, Customer Success, Legal and Finance. Ability to uncover themes across account base and be proactive in iterating process and communicating where iteration should be made to relevant internal stakeholders
  • Core Attribute #4 → (Values & Operating Principles) Humility, growth mindset, ownership, velocity, painkilling, transparency
Responsibilities & Specific Tasks
 
#1 Build customer relationships and drive renewals and expansion
  • Work with AEs and CSMs to establish regular cadence of communication with assigned customers
  • Build relationships with key executive stakeholders within those accounts and work with CSMs to understand health of customer portfolio
  • Set cadence with customers to ensure renewals are approached proactively
  • Leverage understanding of customer portfolio to prioritize customers and drive renewal/expansion within key accounts.
#2 Forecasting and ownership of the Net Retention number for the SMB and Commercial Segments
  • Help establish a scalable and accurate expansion forecasting process
  • Predict account health and renewal/churn forecast
  • Handle order form drafting and salesforce updates
  • Handle NDAs with little legal involvement
  • Develop familiarity with and then deeper understanding of Amplitude’s position and legal climate vis-a-vis data privacy, GDPR

#3 Cross Functional Alignment

  • Alignment and buy in from stakeholders on initial processes
  • Adaptation of processes as business needs change and teams grow/change
  • Demonstrated understanding of needs of sales, CS, sales ops, finance, accounting, legal
  • Understanding of key business and legal issues- drives to clarity and understanding of those issues across teams
  • Train sales team, get buy in, hold teams accountable to agreed process
  • Proactive, resilient, adaptable

RESPONSIBILITIES:

  • Serve as primary owner of all renewals and upsell business for the Enterprise segment
  • Work with customer success to understand our portfolio of business within these segments and identify key customers for expansion
  • Work with Customer Success, Marketing and Sales to define the best way to position new products and services to the existing customer base
  • Own contract and commercial negotiations with the guidance of management
Key Requirements:
  • At least 3 years in a customer facing role, with preferably 2+ years in a quota carrying role (either account management or new business sales)
  • Excellent relationship building skills with demonstrated success building relationships with Executives within customer accounts
  • Excellent verbal and written communication skills with demonstrated ability to explain complex concepts in a concrete and understandable way
  • Experience negotiating and handling commercial conversations with customers, specially with Enterprise level accounts (500+ employees

Within the first three months you will:

  • Dive into our existing Enterprise customer base and start participating in Account Review/QBRs with key Stakeholders
  • Learn Amplitude’s product, market and buyer personas and begin to become and expert on the Amplitude Value Propositions
  • Learn the existing Amplitude sales process and messaging and start defining areas to apply to existing customer base
  • Dig into our expansion and renewals forecast and begin owning the reporting of that forecast to Manager
  • Begin direct outreach to existing customers and start building relationships with key accounts within your portfolio

The ideal candidate will have:

  • Prior experience in a Contracts Manager and/or Account Manager role with demonstrated tech licensing and SAAS commercial contracts experience
  • Strong communication and negotiation skills
  • Ability to manage simultaneous projects and quarter end crunch times by setting priorities and being flexible
  • Ability to spot issues and problem solve with exceptional attention to detail
  • Customer-focused mentality with strong interpersonal skills
  • Ability to perform in a fast-paced, deadline-driven environment
  • Excellent oral and written communication skills with the ability to explain contract terms and processes to other employees
  • Aptitude to evaluate and help implement new systems and technology
About Amplitude
 
At Amplitude, we’re on a mission to help product teams understand their users’ behavior so that they can build better products. We’ve built a product analytics platform that enables anyone, regardless of analytics experience, to listen to what their users are telling them through user behavior.
 
Founded in 2012, Amplitude is located in San Francisco’s SOMA neighborhood, and we are backed by IVP, Battery Ventures, Benchmark Capital, and Y Combinator. You can learn more about our team, culture, and environment at https://amplitude.com/careers.
 
Amplitude provides equal employment opportunities (EEO). All applicants are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, or sexual orientation.
 
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