Head of Account Management & Success | Memory
Welcome to Memory - Who are we?
We are not your average Norwegian company. We work tirelessly to build something bigger than ourselves; to help everyone do work that matters. Memory’s first product, Timely, is a fully automatic time tracking tool. Powered by artificial intelligence, the product quickly became an award-winning tool and is currently used by more than 4,000 paying businesses across 160 countries. Timely is not our end goal – we are continuously brainstorming ideas on how the Memory data can be used for time optimalization. Recently we introduced the application, DeWo, which is based on a concept very close to our hearts: deep work.
Memory was founded in 2013 by Mathias Mikkelsen, who at the time was a 23-year-old entrepreneur with a brilliant idea. He sold his apartment and invested everything in his entrepreneurial dream. Fast forward to 2021 and Memory recently closed a mammoth $14 million funding round. We are based in Norway, but our awesome team is spread across 18 global locations.
We craft intelligent digital tools for a better future of work.
The Head of Account Management & Success position
This is a new hybrid role, which combines leadership of both the Account Management and Customer Success teams. The teams you lead will be in charge of building long-term relationships with our customers and you will be accountable for ensuring our customers are happy and grow with us by putting them at the core of our business.
Key tasks and responsibilities:
Be the voice of customer in Memory - know their needs and how we can help address them.
Be accountable for both retention and expansion of customer accounts by creating demonstrable value for our customers and upskilling the team to deliver this.
Build customer-facing processes that automate, accelerate, and improve whilst ensuring that the customer enjoys the best possible experience.
Develop a data-driven focus that supports customer health, helping to shape and define actions and priorities across the team.
Build customer-facing processes including KPI reporting, expansion pipeline management, NPS, customer engagement.
Strike the right balance between a customer-first mindset and the commercial outcomes you need to deliver.
Build and lead both Customer Success and Account Management teams that live by Memory’s values and culture, delivering the right way.
Who are we looking for?
If you have led a Customer Success and / or Account Management team within an SMB environment or have had a fast-track career in a top tier consulting firm with hands-on experience, this could be the perfect next step for you.
We believe you:
Have a proven track record of developing customer relationships in a SaaS / recurring revenue environment with evidence of rapid account expansion in SMBs.
Can set and own the agenda for our post-acquisition customer facing teams.
Have experience in recurring revenue, business profile, SaaS / subscription.
Are energized by the opportunity to keep learning and improving and thrive by innovating and taking on new challenges.
Relish cross-functional working, ready to partner with and influence product, sales, marketing, and other functions across the business.
Understand how fast-growth businesses work and how to bring value.
Have experience dealing with multiple customers.
Can demonstrate results.
Have hands-on experience.
What can you expect from us?
This is a rare opportunity to set the agenda of doing things the right way. We are very open to new ideas and input. Our company values serve as the backbone and driving force for everything we do.
At Memory, you get to work with motivated, brilliant minds from a wide range of backgrounds.
We can offer:
Diverse, inclusive, and high-performance culture.
Cool offices with awesome lunch, snacks, and coffee (own coffee shop).
Exciting technology and significant growth plans.
We do exciting and funky things.
Work with brilliant and motivated minds and ideas over title.
Open to new ideas and act on an idea.
A lot of data points/tooling for doing the Success and getting new customers on board.
The timing couldn’t be better to come in, resources in place.
Competitive compensation package.
Great vacation policies.
We want to make it as easy as possible for you to learn more about Memory.AI and the position. If you would like a full prospect prior to deciding if this position is of interest to you, please contact our recruitment partner, Fathia Omer in AvantGarde Search ( [email protected] / +47 05 37 96 ). Alternatively, please feel free to apply right away. At this stage, we only require a copy of your CV or link to your detailed LinkedIn profile.