Senior Key Account Manager

Piano Overview

Piano’s Digital Experience Cloud empowers organizations to understand and influence customer behavior. By unifying customer data, analyzing behavior metrics, and creating personalized customer journeys, Piano helps brands launch campaigns and products faster, strengthen customer engagement and drive personalization at scale from a single platform. Headquartered in Philadelphia with offices across the Americas, Europe, and Asia Pacific, Piano serves a global client base, including Air France, the BBC, CBS, IBM, Kirin Holdings, Jaguar Land Rover, LinkedIn, Nielsen, The Wall Street Journal, and more.

The piano has been recognized as one of the fastest-growing, most innovative technology companies in the world by the World Economic Forum, Red Herring, Inc., and Deloitte. For more information, visit piano.io.

Purpose

• At Piano, signing a contract
• is
• the
• start
• of a client
• relationship, and most
• of
• the
• value
• it
• creates
• over time depends
• on
• what
• happens after signature. The Senior Key Account Manager owns
• the
• commercial
• side
• of
• that
• relationship
• for a portfolio
• of
• key
• accounts: understanding
• each
• client's
• business, maximizing
• the
• value
• they
• get
• from

Piano's

• solutions and turning
• that
• value
• into
• retention and revenue
• growth. The role works as one team
• with Client Success, holding the
• contract and the
• negotiation
• while Client Success holds
• adoption and outcomes. At the Senior level
• it
• carries
• the
• authority
• to
• negotiate and close
• renewals, up-sell and expansion
• directly, which
• makes
• it
• the
• person
• who
• converts
• account
• knowledge
• into
• retained and expanded
• revenue.

Scope

The role covers a defined

• portfolio
• of
• key
• accounts and acts as the lead point
• of
• contact
• for
• each
• of
• them, from
• day-to-day
• commercial
• questions
• to
• steering
• committee
• representation. It
• spans
• the
• commercial
• lifecycle
• of
• those
• accounts: relationship
• development, opportunity
• identification, negotiation, renewal and expansion. Adoption, training, health tracking and service
• escalation
• sit
• with
• the Client Success Manager, while
• technical
• questions and bug fixes
• go
• first
• to

Support, Technical

• Consultants and Solution
• Architects; the role brings
• those
• resources
• into
• the
• room
• rather
• than
• advising
• on
• the
• platform
• itself. Across Piano it
• works
• most
• closely
• with Client Success, Support, Sales Engineers
• on
• expansion
• deals
• that
• need
• technical input, and Product, to
• which
• it
• feeds
• client
• insight.

Key responsibilities

Own

• the
• commercial
• relationship
• for a portfolio
• of
• key
• accounts as their lead point
• of
• contact, building
• deep
• knowledge
• of
• each
• client's
• business and aligning
• their
• needs
• with

Piano's

• own
• goals.
• Detect, negotiate and close
• renewals, up-sell and expansion
• opportunities
• across
• the
• portfolio, and lead cross-sell
• efforts
• with
• the
• wider Piano team.
• Represent Piano in client
• meetings and steering
• committees, presenting
• company
• updates and feature
• releases and shaping
• how
• each
• client can make
• the
• best use of

Piano's

• solutions.
• Monitor account performance on
• the
• platform
• with
• the Client Success Manager to spot expansion
• opportunities and early
• risk, and bring in Support, Technical

Consultants

or

Solution

Architects

• when a need
• is
• technical.

Manage

• high-impact
• commercial
• requests and escalations
• to
• completion, keep
• the CS CRM accurate
• for
• company
• visibility and proactive account
• management, and report
• account
• progress
• internally, including
• product
• development
• opportunities.

Skills

Required

• Proven key
• account
• management
• experience in B2B SaaS, digital media or
• adtech, with a track
• record
• of
• retaining and growing a book
• of
• business
• through
• renewals, up-sell and cross-sell.
• Strong commercial
• negotiation
• skills and the
• confidence
• to
• close
• renewal and expansion
• deals
• directly
• with senior client
• stakeholders.
• Consultative communication and presentation
• skills in fluent English, with
• the
• presence
• to
• influence
• key
• client
• stakeholders and present
• to
• steering
• committees.

Analytical

• thinking
• applied
• to
• client data, reading
• usage and performance trends
• to
• find
• opportunities and risks, combined
• with
• disciplined
• prioritization
• across a multi-account
• portfolio.

Preferred

• Working knowledge
• of one or more of
• analytics, identity
• management, marketing science, campaign performance reporting, DMP/data solutions, ad operations
• or
• subscription
• businesses, ideally
• gained in adtech, martech, SaaS or
• programmatic media.

Understanding

• of digital media monetization and the
• publishing
• industry, basic
• technical
• literacy (JavaScript, HTML) and a second
• language
• relevant
• to
• the
• client
• portfolio.

Mandatory

Five years in key account management or a similar client-facing commercial role, ideally in B2B SaaS, adtech, martech or digital media, with ownership of a revenue-bearing client portfolio and a track record of closing renewals and expansions. Demonstrated results matter more than formal credentials.

Applicants for this position should have the authorization to work in this jurisdiction without sponsorship from the Company.