Collaborate with the CCO in the development and implementation of the Account Management (AM) strategy to drive revenue, improve customer experience and reduce churn and cancellation
Determine the team’s goals and plan how to improve operations, to ensure Company goals are achieved
Develop and execute strategies to maximise the value customers get from the platform
Drive revenue growth and retention of customers
Analyse customer (and other) data to monitor team performance and measure the effectiveness of the AM strategy
Support, grow and develop AM leaders, monitor their success, and provide highly effective line management
Recruit, induct and onboard new members of the AM team
Encourage and lead collaboration between teams and provide constructive feedback on churn and cancellation reasons
Be a customer champion, ensuring their views are represented in the company and are used to drive continual improvement measures that increase customer satisfaction
Work with others to define (and continuously refine) AM best practices and process across the global team
Lead by example, by taking a hands-on approach with customers, demonstrating what best-in-class looks like both in terms of operational effectiveness and client communication

Extensive experience in Account Management as well as senior leadership experience (e.g as Head of or Director of Customer Success/ Account Management team), preferably in a SaaS business
A strategic mindset and ability to build and maintain business insight
Demonstrable experience of owning and delivering on commercial goals, which has resulted in customer growth and retention
Excellent people management skills and experience building highly effective teams
The ability to create a strong and positive team culture (conducting regular 1-1s and team meetings, ensuring decisions, plans, goals are shared, and that issues are resolved in a timely manner)
Exceptional customer relationship skills, with the ability to develop and build profitable and successful working relationships with executive stakeholders
Excellent interpersonal skills (self-awareness, empathy, approachable conflict resolution, negotiation, and influencing skills diplomacy, tact etc.) and the ability to collaborate effectively across teams
Empathy for customers along with passion for revenue and growth
Strong analytical skills and a process-oriented mindset
Be tech savvy and have a genuine interest in software and products

Novated leasing via salary packaging
Employee Assistance Program (24/7 confidential support on relationships, bereavement, finances)
Generous Parental Leave Program
Paid Volunteer Leave Days
Public Holiday Exchange Scheme
Talent Referral Program – get rewarded for referring a friend to join our team!
Casual dress and relaxed office environment
Fun team camaraderie and events
Opportunities for career progression and development
Diverse training & internal networking opportunities across all of our product lines
Service recognition awards

Director, Account Management

Key skills