Account Manager

About Comet Backup (Comet Licensing Limited) and WebPros

At Comet Backup, we make out of this world backup software! 🚀 We protect businesses against disaster by empowering IT teams to keep their data safe. Headquartered in Christchurch, New Zealand, with customers in over 170 countries, we are taking on the biggest competitors in our industry with innovative kiwi ingenuity.

Comet Backup is a WebPros brand, alongside industry heavy hitters like cPanel, Plesk, and WHMCS. WebPros is a global software leader delivering mission-critical solutions for automation, operations, and customer engagement. Powering more than 60 million domains and supporting over 27 million users across 227 countries, WebPros helps small and medium-sized businesses worldwide build, manage, and grow their digital presence.

Your Role

We are on the hunt for a self-driven, technically inclined Account Manager to join our wonderful Go-to-Market team based in Christchurch. This role is a mix of Customer Success and Account Management. In this role, you will provide support through different phases of the entire customer lifecycle, from getting leads through the door with a product walk-through, generating pricing quotes and invoices, to onboarding and deployment of the solution.

You will make sure customers are able to get the support they need to stay happy with the product. This includes proactively checking in on customer accounts to catch expansion and retention signals early, as well as sharing feedback with the wider team on customer issues and challenges that block customer expansion and volume growth. Please note, the below is a general overview which serves as a guide of duties to be performed and is not intended to be a complete list of all tasks that will be required from you.

What you’ll bring

If you have experience in the following, we would love to hear from you:

• Two to three years’ experience in Sales, Customer Success, or Account Management for a backup software, or for a related product in the IT industry. Experience in backup or security software is a huge plus. 
• Confident facilitating product walk-throughs and customer onboarding for a software product. Experience creating video tutorials and / or process guides to support customer onboarding and product familiarity would be highly welcome.
• Deep understanding of different stages of the sales lifecycle for a software product and constantly improving calling skills, messaging tactics, and pipeline management skills
• Experience writing up quotes and invoices through Xero.
• Experience recognizing churn signals in the software industry and a proven track record in turning a customer who’s ready to walk out the door into a fan.
• Experience using tools for managing customer issues and interactions, specifically, Zendesk and Hubspot. Experience using Jira to raise customer issues is a plus.

Key Responsibilities

• Guide customers through the sales pipeline, particularly by running product walk-throughs and understanding customer requirements for proper onboarding and solution deployment.
• Develop and manage relationships with existing customers and identify further sales opportunities within these accounts.
• Educate existing customers on properly utilizing and deploying the product to support account growth through increase in usage. Maintain knowledge of the company’s products and services and keeping updated with other available competitors options in the market.
• Support customer adoption of the solution by creating user guides and other learning materials (video tutorials, etc.).
• Quote and negotiate pricing. Drawing up quotes and invoices for new customers as well as account renewals. Serve as the main point of contact for customer enquiries and resolve billing disputes.
• Manage customer satisfaction and retention. Review customer services and after-sales services.  
• Check in on customer accounts, particularly when churn signals are detected.
• Regularly monitor customer accounts, including account health, customer engagement, and maintain customer satisfaction.
• Support marketing campaigns aimed at re-engaging churned customers and engaging previously inactive customer segments to drive progression through the sales pipeline.

What We Offer 

• Opportunities for professional development and growth at a global tech company with an open and collaborative culture
• Freedom to take ownership and contribute to the team's success
• Hybrid role based in Christchurch, with a mix of working from home and time spent in our modern co-working space in the Christchurch CBD
• Free subscription to Udemy's library of courses
• An open and trusting company culture that encourages feedback, innovation and inclusivity