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Reporting to the Senior Director of Account Management, you will own a portfolio of customers across the United States, building strong, long-lasting relationships while maximizing the value derived from Netcraft's services. You'll drive renewals, identify expansion opportunities, and become a trusted advisor to stakeholders at every level.

This is an opportunity to join a growing Account Management team where you'll have meaningful ownership, direct customer impact, and the chance to help shape how Netcraft engages and grows its customer base.

• Manage a book of corporate and SMB customers spanning multiple industries (e.g. technology, financial services, retail), adapting your engagement approach to the size, complexity, and strategic value of each account.
• Utilize automation and high-efficiency processes to effectively manage a large book of business while delivering high-touch engagement where it matters most.
• Serve as the long-term customer relationship manager, driving customer retention, renewals, and expansion opportunities throughout the life of each partnership.
• Meet regularly with customers, both in person and remotely, building relationships across technical, operational, and executive stakeholders.
• Understand customer requirements, objectives, and business priorities, becoming the customer's voice internally to help prioritize service improvements and product enhancements.
• Proactively identify opportunities to expand Netcraft's services based on a strong understanding of each customer's business, security challenges, and the evolving cybercrime landscape.
• Develop customer knowledge of Netcraft's services, present service performance results, and confidently respond to customer questions.
• Provide customers with Netcraft's insights into the cybercrime threat landscape as it applies to their business and industry.
• Own the customer renewal and upsell process internally, partnering cross-functionally to ensure successful execution and alignment.
• Work in line with Netcraft's hybrid working policy, with office attendance on Tuesday, Wednesday, and Thursday and flexibility on Monday and Friday.

• Proven success managing a commercial book of business with responsibility for customer retention, renewals, and revenue growth.
• Strong achievement against personal renewal targets (92%+) while consistently identifying and delivering expansion opportunities.
• Excellent written, verbal, analytical, and presentation skills, with the ability to tailor communication to technical, operational, and executive audiences.
• Experience building trusted relationships with customers and serving as a strategic advisor throughout the customer lifecycle.
• Experience managing a large portfolio of corporate and/or SMB customers, prioritizing account activity based on business value while leveraging CRM and account management tools to operate efficiently at scale.
• At least two years of experience managing a commercial book of business while delivering strong renewal and expansion outcomes.
• Self-motivation, determination, resilience, and a positive, solutions-focused approach.
• Strong ability to collaborate cross-functionally and cross-geographically to deliver outstanding customer outcomes.
• Comfortable presenting to senior stakeholders and translating technical concepts into business value.
• Previous cybersecurity or SaaS experience is preferred but not required. Most importantly, you'll have a genuine interest in learning about cybercrime, internet security, and threats such as phishing and malware.

The Rewards Package:

• 33 days vacation - includes national holidays which can be worked if you prefer
• Generous enhanced family leave and pay
• Enhanced company sick pay from day one of employment, with additional support after your first six months' service
• Equity Tracking Units allowing you to share in Netcraft's long term success (eligibility criteria apply)
• Hybrid and flexible working options
• 401(k) Safe Harbor Plan with employer match
• Comprehensive private health cover, including medical, dental, vision and life insurance
• Meals, snacks, and drinks provided in the office
• Two paid Learning & Development days per year plus access to learning resources such as Udemy and Coursera to support your career
• Two Volunteering Days per year, to allow you to contribute to your wider community or charity
• Spot reward bonus scheme to reward truly outstanding contributions 
• Employee Referral Bonus scheme