About 11:FS Group Ltd

11:FS is on a mission to change the fabric of financial services. Our Ventures practice builds challenger propositions globally, like we did for NatWest with Mettle. Our Pulse team creates a benchmarking tool used by the likes of Monzo, Starling, NatWest and Tesco Bank. On top of all of that, we’re a media company, our Growth team generate a stream of content that supports our brand and changes the conversation - not necessarily in that order.

We truly live our values at 11:FS, and they are critical to your entire journey here. ‘Cultural Add’ is as, if not more, important as pure technical fit, and as part of your interview process we’ll deep dive into our values and your beliefs. Everyone at 11:FS fits our 4 core values: Team, Attitude, Communication and Impact, and this remains at the core of our growth.

Benefits

💰Competitive salary 

🌴25 days of annual leave

🎂Birthday off

🎄Shutdown over the Christmas period 

🏥 Top-tier BUPA private medical and dental insurance 

✈️ Work from anywhere for 3 months of the year 

🏠 Hybrid working 

🎓 Annual learning budget 

🧓 4% employer pension contribution 

👶 Enhanced parental leave 

🚴 Cycle to work scheme 

💻 Top spec MacBook Pro 

What is 11:FS Pulse?

11:FS Pulse is a leading product insights platform catering to professionals in financial services. We offer access to an expansive library of user journey recordings and a diverse collection of high-quality editorial content. Recognized for our authoritative voice, we set the benchmark for UX and digital experiences in fintech and banking. 

Our content library includes 16,000+ user journey recordings from 800+ brands in over 50 countries. The recordings are collected, processed and analysed by our valued and highly-skilled content team with many new journeys being published each month. We strive to be at the forefront of product innovation and UX trends in financial services, serving clients across the globe. 

Role Overview

The role of Account Manager is a pretty straightforward one as the name suggests. We have built an awesome and market-leading product called 11:FS Pulse, which helps its customers understand what the best and the competitors' experiences look like. This role's main responsibility is to manage relationships with our customers and their organisations, ensuring that they are set up for success, develop long-term relationships and meet commercial targets.

You will need to develop a deep understanding of the Jobs To Be Done that 11:FS Pulse solves for different people within the organisations that we serve. These range from HSBC to Monzo and giants of the industry to very small startups who aspire to change the industry.

This roles compensation will be between £40,000—£50,000 a year, with sales commission on top.

Responsibilities & Attributes

Account Management

• Onboard new clients and help users get the most out of the platform
• Manage ongoing client relationships at a strategic level, including regular account reviews, briefings on industry trends, communicating product updates, etc
• Administer client accounts day to day, including being the primary point of contact and handling requests for content and seat changes
• Share responsibility for responding to and resolving ad-hoc customer issues with the product team
• Gather customer feedback and insight and share them with the product and marketing teams
• Input into the product’s strategic direction, near-term product roadmap and marketing strategy
• Proactively identify opportunities for Pulse to expand to serve users in different client functions/types
• Own the engagement metrics for your accounts and work with the Product Team on optimising these
• Analyse client usage data and behavioural trends to inform engagement strategy and surface areas for proactive outreach.
• Present regular performance dashboards to clients to influence renewal/upsell conversations.

Renewals and Upselling

• In this role you will carry financial targets for subscription renewals and upselling.
• In order to achieve these you will need to:
• • Develop a deep understanding of our clients’ business needs and match them with the product
  • Identify additional use cases for both existing users and other potential users within your allocated accounts
  • Identify additional buying centres and navigate complex enterprise business structures
  • Lead efforts to upgrade existing clients to enterprise-tier contracts by aligning their evolving needs with broader product capabilities.
• You will also proactively identify opportunities for research and consultancy projects and communicate those to colleagues in the wider 11:FS business

Experience and qualifications

• Experience managing customers of value-based solutions or SaaS
• Proven interest in and understanding of the importance of great user experiences
• Demonstrable evidence of track record of success in the digital services and technology areas, including key account management success
• Proven 'farmer', able to demonstrate success in developing business opportunities through the deepening of relationships
• Expertise in navigating an enterprise hierarchy, influencing across the powerbase
• Excellent communication (written and verbal), interpersonal and presentation skills
• Able to communicate value, build relationships and cross and upsell across the wider 11:FS proposition
• Experience and success working with a complex, solution-based value sales process in a fast-paced high growth constantly evolving company
• Exemplary and highly driven work ethic, with a desire to realise exceptional outcomes and results for 11:FS and our clients
• Bonus: Knowledge and understanding of the financial services market, along with interests in all things digital and fintech