Director, Account Management

Job description

We have a world class agile market research platform. We help brands rewire their traditional ad & innovation development processes with insights early, often & connected to create a learning loop. The result? They get smarter over time. Insights teams have more impact. Brands launch better ads & products.

We were founded in 2012 with the dream of creating end-to-end automated research. Fast forward 10 years and we have 1,000+ happy customers, 100,000+ ideas tested and we operate in 50+ research markets. And we’re entering the next phase of our growth journey!

So how do we do it?

Our platform provides access to actionable, quick and smart insights to amplify creative effectiveness and shape winning innovation, empowering creators with the agility and the data they need to make better decisions about the ads and innovation they take to market.

Through working with some of the biggest brands in the world, we’ve built technology that lets our customers see their product innovations and advertising ideas through their consumers’ eyes so they can quickly iterate, optimize, validate and learn — increasing their chances of in-market success.

The role:

We’re now looking for a revenue-centric, consultative Account Manager  to own and expand our existing enterprise customer relationships. The mission of our team is to drive the adoption of Zappi’s agile research solutions, demonstrating the value of persistent audience insights to help customers make better business decisions. This role is focused on year-over-year growth, expansion of enterprise accounts, and maximizing customer lifetime value.

Responsibilities

Account Expansion & Growth

• Cultivate and retain relationships with senior stakeholders within a set portfolio of accounts
• Identify new areas of growth within an organization. Growth can be defined (but not limited to) increasing existing user base, upselling to premium solutions, driving adoption within new business units and users, and cross-selling new solutions to existing users.
• Conduct in-depth discovery to understand customer innovation, advertising, and insights processes, ensuring Zappi solutions align with their strategic needs.
• Leverage a consultative selling approach to develop research programs and enterprise agreements that deliver value to both Zappi and the customer.
• Navigate complex enterprise organizations, working with multiple stakeholders including COEs, budget holders, senior marketers, and product leaders.

Renewals Management & Retention

• Own and manage  the renewal bookings target and partner with Customer Success to achieve
•  high Gross Bookings Retention (GBR) and Net Bookings Retention (NBR).
• Execute a structured renewals playbook, beginning renewal discussions at least 120 days in advance to maximize retention and upsell opportunities.
• Maximize renewal to drive YOY growth and secure long term, upfront, and early commitments within the customer base.

Customer Engagement & Advocacy

• Act as a strategic partner, driving long-term relationships and advocating for customers’ success with Zappi.
• Conduct multiple client-facing meetings per week, ensuring consistent engagement across all levels of the organization.
• Collaborate cross-functionally with Customer Success, Customer Expertise, Sales Strategy, and Marketing to enhance customer satisfaction and adoption.
• Provide clear forecasting, status updates, and strategic insights to internal teams to ensure renewal and expansion success.

Requirements

• Significant enterprise SaaS selling experience, with a track record of driving contract expansion within complex organizations.
• Experience in the market research industry or selling market research solutions.
• Strong consultative sales skills, with the ability to align solutions to customer personas and business objectives.
• Apply MEDDIC qualification principles to strengthen renewals and upsell opportunities, ensuring alignment with economic buyers, decision criteria, and procurement processes.
• Maintain impeccable Salesforce hygiene, tracking renewal timelines, forecast categories, and pipeline accuracy.
• Demonstrated ability to drive YOY growth through account expansion and retention strategies.
• Excellent negotiation skills, capable of structuring enterprise contracts that drive customer value and financial growth for Zappi.
• Ability to manage relationships across multiple teams across complex large enterprise organizations with constantly changing priorities
• Strong grasp of budget cycles, procurement processes, and brand-based buying centers.
• High proficiency in forecasting, pipeline management, and Salesforce best practices.
• Proactive approach, and ability to challenge industry norms and incumbents.
• Willingness to travel for customer meetings and internal events, both in the US and internationally as needed.

Benefits

• $200K - $225K on target earnings (⁶⁰⁄₄₀ split) per annum. Salaries are benchmarked annually
• Unlimited holidays – we want well rested and motivated teams so encourage people to take plenty of time off. We don’t cap your allowance, but do set a minimum of at least 20 days per year plus national holidays
• One company-paid mental health day of rest every quarter (these are pre-scheduled, so the entire company can take the same days off regularly to reset)
• Flexible working arrangements, including remote (unless otherwise specified)
• Thoughtfully designed offices to support both individual work and collaboration without interrupting others
• Support setting up your home office, if appropriate
• Wellbeing benefits and access to trained therapists / counselors
• Company paid Life, AD&D, Short term & Long term disability
• Immediate access to Zappi’s Health, Dental and Vision Insurance Plan
• Option to enter Zappi’s 401k program after 90 days of employment, matched up to 4%
• Tailored personal development through training allowances, coaching, mentorship and career frameworks

Why join us?

We’ve been recognized as one of the hottest martech companies in 2022 by Business Insider and named Best Place to Work by Quirk’s Media for our engaging and inclusive workplace culture. We’re committed to both people and the planet.

Our belief in inclusion means we’re building an organisation of diverse individuals and helping brands eliminate cultural presumptions in their research. Read our Diversity Manifesto here.

We are a values and behaviours driven business and believe that Trust, Truth, Ownership, Ambition and Humility describe Zappi employees on our best day. This is how we strive to show up for our customers, for each other and for our communities.

Earning B Corp certification assures us we’re on the right track and have structures in place to become the business we want to be.

Our commitment to minimise our impact on the environment means being honest with ourselves and transparent with you—about everything from carbon emissions to tree-planting initiatives. We achieved our goal of becoming Net Zero in 2021!

Zappi Company Culture Highlights

• Winner of Comparably’s Award for Best Company for Women 2022
• Winner of Comparably’s Award for Best Company Work-Life Balance 2022
• Winner of Comparably’s Award for Best Company Compensation 2022
• Winner of Comparably’s Award for Best CEO for Women 2022
• Winner of Comparably’s Award for Best Company for Diversity 2022
• Winner of Comparably’s Award for Best Company Culture 2022
• Winner of Comparably’s Award for Best CEO 2022
• Winner of Comparably’s Award for Best Happiness 2022
• Winner of Comparably’s Award for Best Leadership Teams 2023
• Winner of Comparably’s Award for Best CEOs for Diversity 2023
• Winner of Comparably’s Award for Best Engineering Teams 2023
• Winner of Comparably’s Award for Best Company Outlook 2023
• Winner of Newsweek’s Top 100 Most Loved Workplaces in the UK 2022 & 2023
• Recognised by Fast Company’s Best Workplaces for Innovators 2023
• Recognised as Best Marketing Insights Platform in the MarTech Breakthrough Awards

Equal Opportunity

Zappi is an equal opportunity employer; our diversity is a major strength. We are committed to providing equal opportunities for all individuals, regardless of their race, gender, sexual orientation, disability, or any other characteristic protected by applicable laws.

We believe that a diverse and inclusive workforce fosters innovation, creativity, and success. Our hiring decisions are based solely on merit, qualifications, and abilities, ensuring fairness and equity throughout our recruitment process. We welcome applications from all backgrounds and encourage candidates from underrepresented groups to apply. Join our team and contribute to an inclusive environment where everyone’s unique perspectives and talents are valued and respected.