Director, Account Management

We’re now looking for a revenue-centric, consultative Account Manager to own and expand our existing enterprise customer relationships, while also developing new business opportunities across LATAM. The mission of our team is to drive the adoption of Zappi's agile research solutions, demonstrating the value of persistent audience insights to help customers make better business decisions. This role is focused on year-over-year growth, expansion of enterprise accounts, bringing existing Zappi relationships into the LATAM market, and developing new customer relationships to grow the LATAM business. Responsibilities include: Account Expansion & Growth Cultivate and retain relationships with senior stakeholders within a set portfolio of accounts. Identify new areas of growth within an organization. Growth can be defined (but not limited to) increasing existing user base, upselling to premium solutions, driving adoption within new business units and users, and cross-selling new solutions to existing users. Identify opportunities to expand Zappi’s existing global customer relationships into the LATAM market, working with internal teams and existing stakeholders to develop new opportunities. Conduct in-depth discovery to understand customer innovation, advertising, and insights processes, ensuring Zappi solutions align with their strategic needs. Leverage a consultative selling approach to develop research programs and enterprise agreements that deliver value to both Zappi and the customer. Navigate complex enterprise organizations, working with multiple stakeholders including COEs, budget holders, senior marketers, and product leaders. New Business & Market Development Develop new business opportunities across LATAM by prospecting into and building relationships with organizations that do not currently use Zappi. Build and manage a new business pipeline alongside existing account expansion opportunities, taking opportunities from initial prospecting through to close. Take ownership of the LATAM market, identifying where the strongest opportunities exist and helping to shape the market as the business grows. Renewals Management & Retention Own and manage the renewal bookings target and partner with Customer Success to achieve high Gross Bookings Retention (GBR) and Net Bookings Retention (NBR). Execute a structured renewals playbook, beginning renewal discussions at least 120 days in advance to maximize retention and upsell opportunities. Maximize renewal to drive YOY growth and secure long term, upfront, and early commitments within the customer base. Customer Engagement & Advocacy Act as a strategic partner, driving long-term relationships and advocating for customers’ success with Zappi. Conduct multiple client-facing meetings per week, ensuring consistent engagement across all levels of the organization. Collaborate cross-functionally with Customer Success, Customer Expertise, Sales Strategy, and Marketing to enhance customer satisfaction and adoption. Provide clear forecasting, status updates, and strategic insights to internal teams to ensure renewal, expansion, and new business success. Skills, Knowledge & Expertise Fluent in both Spanish and English, with the ability to confidently communicate with customers and internal stakeholders in both languages. Significant enterprise SaaS selling experience, with a track record of driving contract expansion within complex organizations and developing new business. Experience in the market research or consumer insights industry or selling market research solutions. Strong consultative sales skills, with the ability to align solutions to customer personas and business objectives. Apply MEDDIC qualification principles to strengthen renewals, expansion, and new business opportunities, ensuring alignment with economic buyers, decision criteria, and procurement processes. Maintain impeccable Salesforce hygiene, tracking renewal timelines, forecast categories, and pipeline accuracy. Demonstrated ability to drive YOY growth through account expansion and retention strategies. Excellent negotiation skills, capable of structuring enterprise contracts that drive customer value and financial growth for Zappi. Ability to manage relationships across multiple teams across complex large enterprise organizations with constantly changing priorities. Strong grasp of budget cycles, procurement processes, and brand-based buying centers. High proficiency in forecasting, pipeline management, and Salesforce best practices. Proactive approach, with the ability to identify and create opportunities, challenge industry norms and incumbents, and develop a market as it grows. Willingness to travel for customer meetings and internal events, both in the US and internationally as needed. Benefits Salary range MX$2.0M–2.2M total OTE per annum (consists of 60% base salary + 40% variable commission). Unlimited vacation time – we want well rested and motivated teams so encourage people to take plenty of time off. We don’t cap your allowance, but do set a minimum of at least 20 days per year plus national holidays One company-paid mental health day each quarter. These are pre-scheduled, so the entire company can take the same days off regularly to reset Flexible working arrangements, including remote (unless otherwise specified) Personal development budget – each year we allocate funds for our team members to further develop their skills that will benefit our business and customers Wellbeing benefits and access to trained therapists / counsellors Tailored personal development through coaching, mentorship and career frameworks Why join us? We’ve been recognized as one of the hottest martech companies in 2022 by Business Insider and named Best Place to Work by Quirk’s Media for our engaging and inclusive workplace culture. We’re committed to both people and the planet . Our belief in inclusion means we’re building an organisation of diverse individuals and helping brands eliminate cultural presumptions in their research. Read our Diversity Manifesto here. We are a values and behaviours driven business and believe that Trust, Truth, Ownership, Ambition and Humility describe Zappi employees on our best day. This is how we strive to show up for our customers, for each other and for our communities. Earning B Corp certification assures us we’re on the right track and have structures in place to become the business we want to be. Our commitment to minimise our impact on the environment means being honest with ourselves and transparent with you—about everything from carbon emissions to tree-planting initiatives. We achieved our goal of becoming Net Zero in 2021! Zappi Company Culture Highlights Winner of Comparably's Award for Best Company for Women 2022 Winner of Comparably's Award for Best Company Work-Life Balance 2022 Winner of Comparably's Award for Best Company Compensation 2022 Winner of Comparably's Award for Best CEO for Women 2022 Winner of Comparably's Award for Best Company for Diversity 2022 Winner of Comparably's Award for Best Company Culture 2022 Winner of Comparably's Award for Best CEO 2022 Winner of Comparably's Award for Best Happiness 2022 Winner of Comparably's Award for Best Leadership Teams 2023 Winner of Comparably's Award for Best CEOs for Diversity 2023 Winner of Comparably's Award for Best Engineering Teams 2023 Winner of Comparably's Award for Best Company Outlook 2023 Winner of Newsweek’s Top 100 Most Loved Workplaces in the UK 2022 & 2023 Recognised by Fast Company’s Best Workplaces for Innovators 2023 Recognised as Best Marketing Insights Platform in the MarTech Breakthrough Awards