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Brief overview of this role:

We are looking for an Account Manager to join our team in Sydney, focussing on our Mid-market customers. This will enable us to mitigate hidden risks and dig into opportunities within our current client base.

This role would be great for you if you have:

• Worked as a Customer Success Manager or Account Manager before, and your role consisted primarily of commercial tasks such as expansion, renewals and billing migrations.
• Worked in new business sales, such as an Account Executive role, but would like to transition across to working with existing accounts instead of new business.
• Are interested in the opportunity to drive the Account Management function and assist with successfully establishing workflows for optimal collaboration between CSMs and AMs.

You’ll be working closely with the Director of GTM as well as colleagues across Customer Success & Sales within our ‘Mid-Market Pod’, gaining a broad understanding of how the SaaS delivery model works. You will be exposed to both of Sitemate’s founders and cross-functional teams.

Employment:

• Full-time
• Based: Sydney, Australia

OTE Remuneration (incl. Super): $200,000 - $220,000 per annum, pending the particular applicant’s experience.

• Base Salary (including CPP): AUD $140,000 - $154,000
• Commission (including CPP): AUD $60,000 - $66,000

Why should I consider joining Sitemate?

• Check out Sitemate’s team at the offsite: ​Sitemate Offsite 2022, Sitemate Offsite 2023 & recently Sitemate Offsite 2024
• You can see what people really think about working at Sitemate here: ​Working at Sitemate
• 2024 Podcast: CEO Hartley Pike on his personal journey, scaling Sitemate, diversity and culture at sitemate
• 2023 Podcast: Listen to CMO Lance Hodgson’s tips on how to supercharge your career
• 2022 Podcast: Listen to CEO Hartley Pike speak about the company’s founding and broader Go To Market strategy
• 2022 Podcast: Listen to CTO Tim Bray speak about building high quality features that solve customer problems at Sitemate
• We have equal opportunity for applicants of all genders, ethnicities, ages, sexualities & people with disabilities - Sitemate's team is proudly diverse and accessible. 55% of our team identify as coming from underrepresented ethnic backgrounds. 43% identify as female. Our team ranges in age from 22 to 51 years old.
• We're proud to have a global team with team members from Australia, Kenya, Brazil, France, Chile, United Kingdom, Ireland, Spain, Portugal, Vietnam, the Philippines, Kazakhstan, USA, Canada, Indonesia, Venezuela, Sri Lanka, and Uruguay.
• Our Sydney office in Haymarket has fantastic on-site facilities including a rooftop garden, wellness centre, showers and cycle storage. The transport connections are excellent. Every Monday, the team enjoys a catered lunch together from one of the many nearby options.
• You will be remunerated based on your performance. If you are performing well, you won’t need to wait 3 years or have to find better offers elsewhere to receive an increase to your remuneration. 7 out of the last 10 remuneration increases for Sitemate team members have been made pro-actively by management, without the individual needing to even raise the topic of remuneration.
• You will get a laptop and a budget to set up your home office (monitor, headphones etc).
• You will have visibility into the standardised career development plan for your role, and access to a professional learning and development budget.
• You will get equity options and ownership in Sitemate on a standard vesting schedule. See here a general overview of how this works here.
• Sitemate has grown from 5 people in 2018 to now over 100, and we’re moving into the next stage of growth! We have a product that customers are strongly engaged with, and every month we get around >400 new leads whilst spending £0 on marketing and 0 cold calling.
• Sitemate’s founders have diverse backgrounds - one coming from engineering on major infrastructure projects; the second coming from product and graphic design. This brings a unique perspective internally where we blend deep industry experience with a passion (obsession) for modern best practices in product design.
• Sitemate graduated from Australia’s #1 Technology Company Accelerator - Startmate.
• Sitemate has strong financial backing from Blackbird (Australia and NZ’s #1 Vc), Shearwater Growth Capital & Marbruck Investments.
• See info on our latest raise here.

What is the working environment like at Sitemate?

• We are very transparent - monthly All Hands meetings provide the team with direct insight into team updates, customer stories, hiring plans and key metrics (NPS, Revenue, Financial Performance). During this All Hands meeting we also hear one ‘life story’ from one of our team each month - learning about different countries and cultures around the world.
• We place an extremely high value on your time - you won’t be spending your days wasting time on fighting internal systems, botched together spreadsheet processes or doing data entry.
• We use best in class systems that are seamlessly integrated to deliver our team the right information at the right time, allowing them to get their work done efficiently and to a very high standard.
• You will have a core and close team around you, but you will also be exposed to and working directly with multiple departments - engineering, product, design, marketing, sales and customer success.
• You will have a high degree of autonomy, as the focus is on outcomes and not hours. If you want to block off a few hours to run a personal errand or block off an hour to pick up the kids from school - no worries. No one will be monitoring your time.
• We are constantly working to minimise the number of group meetings - daily check ins are all done asynchronously (in your own time) each morning. But spontaneous 1:1s or small sessions are strongly encouraged!

What does Sitemate do, exactly?

• Sitemate builds best in class software products for the built world.
• Industrial companies operating in the built world are facing a number of mission critical challenges - changes in work behaviour as Generation Z start to enter the workforce as mobile first users of software, and the drastic shift away from traditional mining to renewable energy projects such as wind farms and solar farms.
• Our first product - Dashpivot, is a platform where industrial style companies streamline and standardise their processes in a new digital format. This new digital format enables them to complete and track work in the field on a mobile or tablet, and automate repetitive tasks and tracking through automated workflows and real-time analytics.

See some of our user reviews for Dashpivot here:

• G2 Crowd
• Trust Radius

What will I be doing day to day in this role?

• Work alongside the Customer Success team to increase touch points with a range of accounts
• Work with our already established clients to start/build relationships, sourcing new POC where required. Setting up business reviews, team training and explore setting up new processes in Dashpivot
• For context we have until recently had limited capacity for pro-active approaches to healthy clients.
• You will need to leverage these relationships to increase customer value (MRR) by expanding the customers use cases, implementation across multiple projects, overall increasing user numbers
• Your KPI’s will be based around these growth opportunities
• Increased touch points will also mitigate potential churn risk for healthy accounts, looping us into key internal conversations and preventing blind sided cancellations
• Your priority will be to reach out and dig into each clients current project status, pain points and keep an ear out for new opportunities within their upcoming projects
• As we release new key features and technology part of your KPI’s will be centred around rolling these systems out to our clients
• We are all hands on here, you will be expected to handle any light customer enquiries or technical questions. Larger opportunities, churn risks and upgrades will be handled by our CS team leaving you free to continue reaching out to clients

What will be the biggest challenges for me in this role?

• Push back from clients- everyone is busy and healthy accounts are notoriously unresponsive. Your job will be to ensure our touch points are genuinely valuable and engage the clients interest
• Although this role has target-based renumeration benefits, this is not a traditional “sales role“ our goal is to help our clients utilise our technology effectively and to their benefit, it's your role to ensure the client understands the product value to close opportunities
• Often opportunities can be difficult to spot without proper investigation, you will need to peel back the layers around a clients pain points and priorities to reveal the opportunity within
• Pace - we move quickly and our expectations are high. There's a lot of information to take on in the initial months which could be daunting for some but for those who like a challenge this role is for you
• We have a strong culture based on core values and standard operating procedures, you may need to unlearn a few things from previous experience

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