Account Manager, North America

About the role

You will develop and evolve long-term, trusting relationships with a portfolio of customers, leading to high levels of customer retention and satisfaction. Understanding your customers' goals and objectives and embedding Sedex and our offering to deliver value at each stage of their customer journey.

Responsible for delivering an additional revenue target within Sedex’s current book of business by selling other tools and services not included within a customer’s standard membership. You will act as the main point of contact in managing your accounts, collaborating with internal key stakeholders to deliver a high level of customer experience.

Responsibilities

• Serve as the lead point of contact for all customer account management matters, ensuring that client needs are met and company objectives are delivered.
• Build, evolve and maintain strong, long-lasting customer relationships.
• Identify and secure new opportunities for customer expansion and growth, achieving additional revenue KPIs.
• Manage the entire sales cycle, building and delivering pitches, handling negotiations and contracts.
• Maintain accurate records of sales activities within our CRM.
• Develop trusted advisor relationships with key accounts, customer stakeholders and executive sponsors.
• Ensure the timely and successful delivery of our solutions according to customer needs and objectives.
• Accurately forecast customer renewals, metrics and opportunities and identify any at risk.
• Own and resolve customer complaints in a timely manner, ensuring that both Sedex and the customer’s needs are considered.
• Seek opportunities to improve processes that will have a direct and positive impact on the customer journey.
• Take overall ownership of every opportunity won, working closely and collaborating with a variety of internal business teams, ensuring that opportunities are delivered with high customer satisfaction.
• Manage customer membership renewals and contract negotiations in accordance with internal governance and processes.
• Promote and embed new tools, services and events across your customer base.
• Work fast and efficiently, with high levels of organisation.
• Travel occasionally to London or Madrid where our European offices are based.

Requirements

• 4+ years’ experience in an account management or sales role.
• Results-driven, target-focused, and able to prove experience of growing accounts.
• Driven to work in a fast-paced, ambiguous, ever-changing start-up environment, and can organise and prioritise your work independently.
• The role carries annual targets broken down quarterly/monthly and requires high levels of opportunity and pipeline management skills.
• Demonstrable experience in managing a full sales cycle successfully and meeting (ideally overachieving) targets.
• Experience in creating and strengthening customer and internal relationships.
• Demonstrable experience of managing executive relationships with enterprise and strategic accounts, building rapport and confirming Sedex as a critical partner to our customer base.
• Innovative and creative in finding solutions that will exceed customer expectations.
• Critical and creative thinking, with the ability to be agile in an ever-changing environment.
• Able to demonstrate practical experience of analysing and improving processes that involve both internal and external parties.
• Strong listening skills and ability to communicate effectively and adapt style to all levels of subject understanding.
• Excellent information gathering and verbal/written presentation skills as well as meticulous attention to detail.
• Knowledge of Salesforce, Microsoft Office, and ideally Gainsight.
• Knowledge of procurement systems, Responsible Sourcing, and SaaS is an asset but not mandatory.
• Proven track record of taking ownership, meeting targets, and driving results.

About Sedex

Sedex is a trusted partner for over 85,000 businesses worldwide, helping them create socially and environmentally sustainable supply chains. Through our platform's powerful data insights and expert guidance, we simplify the management, assessment, and reporting of sustainability performance.

Our Vision is to be a leader in making global supply chains more socially and environmentally sustainable. Our Mission is to provide data-driven insights, accessible tools, and exceptional services that support businesses in improving environmental, social, and governance (ESG) performance and outcomes.

Culture

At Sedex, our approach to business and culture is firmly rooted in our core values, which guide everything we do:

• Respect Each Other: We believe that a foundation of mutual respect is essential to creating a positive and inclusive environment.
• Customer-Driven: We are passionate about delivering exceptional value to our customers. By listening to their needs, understanding their challenges, and continuously adapting our solutions, we aim to empower them to achieve their sustainability goals and drive positive change in their supply chains.
• Thinking Creatively: Innovation is at the heart of our work. We encourage creative problem-solving and embrace new ideas that challenge the status quo. This mindset allows us to continuously improve our products and services, offering fresh and effective solutions to complex sustainability and ethical sourcing issues.
• Take Ownership: We empower our team members to take responsibility for their actions and outcomes. Every person at Sedex is encouraged to own their work, make decisions with confidence, and contribute proactively to the success of the team and the business.
• Deliver Results: We are results-oriented and committed to delivering tangible, impactful outcomes for our customers, our business, and society at large.

Our goal is to cultivate a workplace culture where everyone can thrive and be their authentic selves. We prioritize respect and inclusivity, ensuring that all employees feel empowered to contribute, collaborate, and excel. We celebrate diversity in all its forms, recognizing that our strength lies in the variety of experiences, perspectives, and ideas that each individual brings to the table. By embedding these values into our daily practices, we ensure that we not only meet our business objectives but also create a lasting, positive impact on our people, our customers, and the communities we serve.