Account Management Director

About the role:

You’ll be managing a team of account managers, helping them hit their commercial targets, and setting and maintaining standards of how we’d like our customers to feel about us (in short: we want them to be thoroughly delighted).  

You will be visible to clients, as well as steering your team.

It’s a true team and target management role - you will take the most senior ownership of a range of EMEA customers from prestigious global brands, and manage a growing team of experienced account managers.

You will be comfortable with deal reviews, account expansion, difficult conversations with senior executives, and negotiating with procurement representatives.

Your ownership is of the commercial aspects of our relationship with customers; you’ll be well supported by a separate team of technical people, product specialists and retail strategists who take responsibility for supporting our customers.

Your KPIs will be related to retention and expansion of the existing client base.

Responsibilities:

• Managing team of Account Managers.
• Responsible for existing client portfolio.
• Customer onboarding, implementation, account management, renewals and expansion.
• Run regular account & deal reviews with AMs, mentor, ensure consistency and quality of process across team.
• Negotiation.
• Own strong professional relationships with key contacts within customers.
• Understand customers long-term strategic business objectives.
• Stay abreast of retail industry developments.
• Manage and define strategies for account management.
• Increase revenue from existing account base.
• Maintain a better-than-industry-standard churn rate, ideally -ve churn.
• Agree OKRs with management and your team.
• Track and report KPIs.
• Hit team quota.
• Promote internal transparency on risks and wins with a high level of candour.
• Work with the product development team to efficiently disburse feedback from customers, and to the marketing team to highlight opportunities.
• Provide reference customers to the sales and marketing teams.
• Help support a world-class customer success onboarding and support experience.
• Be an effective and compelling ambassador for the company and our products.
• Operate effectively and collaboratively with the management team.

Requirements

• Able to nurture and lead teams effectively.
• A leader who leads by example.
• 5+ yrs experience in either account management or retail head office.
• Successful leadership experience of a team carrying a quota or target.
• Negotiation experience.
• Comfortable selling, speaking to customers, closing deals, asking for signatures.
• Empathy for customers, internal customers and driven by delighting customers as much as driving revenue.
• Good communicator and persuasive presenter.

Desirable

• Experienced in sales.
• Track record of revenue growth.
• Experience dealing with multi-constituent customers with complex businesses.
• Deep understanding and interest in the retail industry.