About the Role
The role involves leading a team responsible for managing key client relationships, ensuring high satisfaction, and identifying opportunities for expansion and long-term partnership success.
Responsibilities
- Direct the strategy and execution of account management operations
- Oversee performance and development of account management personnel
- Establish client success frameworks and service standards
- Collaborate with sales and product teams to align client goals with company offerings
- Monitor client health metrics and implement proactive retention initiatives
- Lead quarterly business reviews with top-tier clients
- Identify expansion opportunities within existing client portfolios
- Drive adoption of new features and services across client accounts
- Manage escalations and ensure resolution of critical client issues
- Develop reporting dashboards to track team KPIs and client outcomes
- Shape onboarding processes to ensure smooth client integration
- Advocate for client feedback to influence product roadmap
- Optimize account segmentation and tiering strategies
- Ensure compliance with contractual service level agreements
- Coordinate with finance and legal on client contract renewals
- Implement training programs for account management best practices
- Foster a culture of accountability and client-centricity
- Represent the function in executive leadership discussions
- Evaluate tools and technologies to enhance team efficiency
- Maintain alignment with customer experience standards
- Support crisis management protocols for high-impact client incidents
- Drive Net Revenue Retention through strategic account planning
- Benchmark performance against industry standards
- Ensure data accuracy in client relationship management systems
- Promote cross-functional collaboration to resolve client challenges
Compensation
Competitive salary and benefits package
Work Arrangement
Hybrid work model with flexibility
Team
Part of the client-facing leadership team focused on retention and growth
What We Value
- Ownership mindset with a focus on long-term client outcomes
- Transparency and integrity in client interactions
- Proactive problem-solving over reactive responses
- Collaborative leadership that empowers teams
- Continuous improvement in service delivery
Growth Opportunities
- Chance to shape the evolution of a growing client function
- Exposure to executive-level strategy and decision-making
- Influence on product and service development through client insights
Available for qualified candidates
