Account Manager (Americas)

The company 

Netcraft is the global leader in cybercrime detection and disruption. We’re a trusted partner for three of the four largest companies in the world, twelve of the fifty largest banks, and five country governments. We’ve blocked more than 200 million malicious sites and perform takedowns for around one-third of the world’s phishing sites.   

Our advanced technology is powered by intelligent automation and data gathered over the past three decades. But we’re about so much more than software. Our team of experts is ready to respond when something new or disruptive arises. With a deep and broad network across the internet infrastructure community, we’re able to expedite site takedowns and minimize harmful effects.  

Our purpose, passion, and expertise are focused on one thing: protecting the world from cybercrime.  Simple, and a great platform from which to support customers.  

We carry that passion through into our workplace too.  Our people are highly talented and everyone is valued for their individual contribution, so we make sure Netcraft is a great place to work. From great benefits to social events, we’ve got it covered.  

The role  

Reporting to the Director of Account Management, you will build and maintain strong, long-lasting relationships with Netcraft’s key customers, maximising the value derived from our services, and identifying opportunities to expand these relationships. 

Day to day, you will:  

• Manage a book of corporate and SMB level customers spanning multiple industries (e.g. technology, financial, retail, etc.) 

• Utilize automation and high efficiency processes to effectively execute account action items across a large book of business 

• Serve as the long-term customer relationship manager in order to renew and expand cybersecurity services throughout the life of the partnership 

• Meet regularly with customers, both in person and remotely  

• Understand customer requirements, objectives and opportunities and become the customer’s voice internally to prioritize and drive service improvements 

• Identify and facilitate opportunities for customers to expand services based on a solid understanding of their business and the problem space  

• Develop customer knowledge of Netcraft’s services, present service performance results, and respond to customer questions 

• Provide customers with Netcraft’s insights into the cybercrime threat landscape as it applies to their business  

• Own customer renewal and upsell process internally to ensure alignment within Netcraft systems 

• Work in-line with Netcraft’s hybrid work from home policy, present in the office on Tuesday, Wednesday, Thursday with flexibility on Monday and Friday 

You will need:  

• Proven experience of developing successful and sustained customer relationships in similar roles 

• Strong achievement against personal book of business renewal rate (92% and above) as well as expansion 

• Strong communication skills including written, analytical, presentation with the ability to effectively develop materials that are appropriate to the audience and evangelize key concepts and best practices 

• Ability to liaise and build strong relationships with Netcraft’s customers 

• Experience managing a large book of SMB customers, prioritizing account actions to align with strategic value, and utilizing systems to manage customers at scale 

• Self motivation, determination, resilience, and a positive solutions-focussed approach  

• Strong ability to collaborate cross-functionally and cross-geographically to deliver industry leading results for customers 

• Minimum of 2 years experience managing a large book of corporate and / or SMB level accounts while delivering strong renewal rate and expansion outcomes 

• A background in cybercrime or internet security is ideal, but not required. However, a strong interest in learning and developing knowledge in the cybercrime space, including threats such as phishing and malware, is essential. 

The reward package  

• Highly competitive base salary, reviewed annually  

• Very attractive bonus scheme, based on successful performance against defined targets  

• 401(k) Safe Harbor Plan, with employer-matched contributions up to 4%   

• Generous private health cover, including dental, optical and life assurance  

• 33 days holiday per annum (incl. public holidays), plus separate paid leave for sickness, etc. 

• Flexible and hybrid working options  

• Enhanced family leave entitlements including 52 weeks maternity leave / adoption leave and 4 weeks paternity leave 

• Inclusive culture and environment, where you’ll feel genuinely valued and respected  

If you think this role is for you, please apply.  We’d love to hear from you.  

Diversity, Equity and Inclusion 

This is very important to us and through our ally network we support under-represented groups. We seek to maintain a working environment that is free from bias, harassment or discrimination, and we encourage candidates from any background to apply, regardless of their gender, gender identity, sexual orientation, race/ethnicity, ability/disability, age, religion, or any other specific characteristics. 

We’re happy to make any adjustments to our hiring process to ensure that all candidates can participate fully and comfortably.  

Please note Netcraft does not accept any unsolicited approaches from external recruiters.