Account Manager

1 month ago

Oslo, Norway Questback Full time

Founded in 2000, Questback is a global leader in experience management, delivering a comprehensive platform for collecting employee and customer experience data to help clients get ahead. We believe that capturing and acting on experience data holds the power to transform organizations, resulting in continuous innovation and competitive advantage. With thousands of customers serviced in 50 countries, Questback is the proven way to gain insights and drive transformation through experience management. 

About the Team  

The Account Management Team is part of the Commercial organization and is crucial for driving long-term customer value. Reporting to the Head of Account Management, the team is composed of ambitious, driven individuals dedicated to helping our customers realize the full potential of their investments in Questback. We focus on growth by maximizing customer retention (GRR), expanding customer accounts (NRR), and identifying upsell and cross-sell opportunities. We communicate openly, honestly, and directly to help each other reach our full potential. This learning culture and team bond make us successful. 

Primary Responsibilities  

Maximize Gross Retention Rate (GRR): Build and nurture strong relationships with existing customers to ensure satisfaction and long-term commitment. Proactively address any issues and provide solutions to prevent churn.  Drive Net Revenue Retention (NRR): Identify opportunities for cross-selling and upselling within existing accounts to increase product adoption and expand the customer footprint. Utilize data to tailor solutions that align with customer needs and strategic objectives.  Expand Sales (Expansion Sales): Strategically engage customers to understand their evolving needs, introducing new product features or solutions to expand their use of Questback services.  Serve as a trusted advisor by maintaining a deep understanding of Questback’s products and how they can address specific customer challenges.  Work closely with the Client Success team to ensure smooth onboarding, implementation, and continuous engagement, helping customers achieve their desired outcomes.  Collaborate with the sales, product, and marketing teams to ensure alignment in customer growth strategies and deliver value-added solutions.  Analyze customer data and metrics to track account health and identify opportunities for expansion or intervention.  Maintain an organized pipeline of upsell and expansion opportunities in the CRM (Salesforce) and provide accurate forecasts. 

What Success Looks Like  

We are looking for a driven and passionate Account Manager with a proven track record of cultivating long-term relationships, identifying growth opportunities within existing accounts, and successfully driving expansion. You are customer-focused, data-driven, and committed to delivering value, fostering loyalty, and achieving account growth. You are a strategic thinker who can balance multiple priorities and has a strong sense of ownership and responsibility for driving results. 

Required Qualifications  

Proven experience in account management or sales, ideally within a SaaS environment, with a focus on customer retention and expansion.  Demonstrated ability to meet and exceed revenue growth targets through upselling, cross-selling, and maintaining high retention rates.  Excellent communication and negotiation skills, both written and verbal, in Norwegian and English.  Strong relationship management skills and a customer-centric approach.  Experience working with CRM software (Salesforce preferred).  A data-driven mindset, with the ability to leverage insights to guide decision-making. 

What We Offer  

Comprehensive training on our products and methodologies, along with regular coaching to ensure your success.  A flat organizational structure with short decision-making paths and an open-door policy.  A vibrant, feedback-driven work environment where your voice is heard and respected.  The opportunity to grow personally and professionally, with a clear career path.  Fun and engaging company and team events. 

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