Job Description

Hometrack delivers market leading valuation, automation, property risk and market intelligence services across the property and financial industries.

The Data Services team works with 100s of customers across the property sector ranging from mortgage lenders, house builders, investors, fin & proptech, insurers, telco, retail and utilities, as well as others involved in the housing market. Our mission is to inform decision makers by putting the UK’s most trusted property data and insights at the heart of the property ecosystem.

Our market intelligence and customer acquisition, retention and engagement solutions are relied upon by leading industry professionals.

Data Services has a diverse product range covering market, property and mover intelligence, delivered through varying mechanisms including data platforms, reports and APIs, providing maximum flexibility when matching our customers’ needs to the most effective data solution.

We are looking for an experienced and innovative Account Manager to join Hometrack’s Data Services division. You will be responsible for strategically managing a portfolio of client accounts and end-to-end account management from onboarding through to implementing our customer success practices across your account base. You will take ownership of your renewal pipeline, hitting retention and expansion targets across your portfolio. With a strategic focus that aligns with our business goals and strategy, you will implement account plans for customers to develop strong trusting relationships and truly understand the needs of our customers. You will successfully upsell into your existing customer base and demonstrate strong abilities to engage with, present to, and manage relationships at a Senior level. This role involves cross-functional collaboration across the Data Services division, requiring strong stakeholder management skills and the ability to champion our customers to support with product development, delivery and operational excellence. Finally, being a team player and working collaboratively with your peers and colleagues is critical to the success of this role, adopting a ‘Think Hometrack First’ mindset.

Responsibilities:

Strategic Account Management, Retention & Upsell

• Owning and managing strategic relationships across your portfolio of customers, engaging up to senior/c-suite level decision makers with a proactive approach
• Implementing and owning account plans to build out stakeholder relationships, identify account expansion opportunities and pain points
• Full ownership of your portfolio management across retention, expansion and upsell
• Weekly reporting on renewal and upsell pipeline
• Daily Salesforce activity for contract admin, client communication, pipeline management and reporting
• Working with customers to understand their success measures and ROI, to ensure our solutions align with their desired outcomes
• Demonstrate compelling value propositions to customers that continue to drive value over time, resulting in longer term commitment and increased contract value
• Supporting the Head of Account Management with Tier 1 Account Management

Customer Success

• Demonstrating and promoting customer success practices across Data Services
• Utilising the customer success playbook to effectively manage your portfolio and drive engagement, product stickiness and customer satisfaction
• Foster a data driven approach, leveraging customer usage and behaviour insights to identify opportunities to increase value and stickiness
• Supporting the Head of Account Management to implement the customer success playbook and adopt customer feedback mechanisms to measure satisfaction (e.g. NPS), to create tangible actions for continuous product and service enhancement

Operations and Stakeholder Management

• Championing our customers to internal stakeholders to ensure we deliver a best-in-class service with robust data quality
• Work cross-functionally across the Data Services team to relay customer feedback to increase value, customer engagement and user experience
• Demonstrating exceptional organisational, prioritisation and effective communication skills to collaborate effectively with peers to reach our common strategic business goals
• Taking initiative to improve operational efficiency, ways of working and cross-functional collaboration

Requirements:

• Indepth B2B Account Management or Customer Success experience
• Proven experience of strategic account management, engaging with and building credibility at a senior level
• The ability to establish and develop strong relationships with customers and internal stakeholders
• A proven track record of managing a renewal pipeline, successfully hitting retention/expansion targets and identifying upsell opportunities
• A data-driven mindset, with the ability to leverage data tools into impactful customer insights
• Experience implementing and executing customer success playbooks
• Excellent communication and presentation skills
• Strong stakeholder management and experience working cross-functionally
• Ability to shape operational processes and define account strategies
• Ability to think innovatively, take initiative and be proactive
• Experience using a CRM system and working with either Google or Microsoft suite
• A strong and robust work ethic with the ability to adapt in a fast-paced dynamic environment
• Experience working in B2B data solutions, or within the wider property or insurance industry is preferential

Benefits

• 25 days annual leave + additional days for long service
• Day off for good deed day, and digital detox day
• Cycle to Work and Electric Car schemes
• Free Calm App membership
• Enhanced parental leave
• Fertility treatment financial support
• Group income protection and private medical insurance
• On-site gym in London
• 7.5% employer pension contribution
• Discretionary annual bonus up to 10%
• Talent referral bonus up to £5,000