Address1. Client Relationship Building and Management
- Understand Client Needs: Regularly interact with clients to understand their business goals, challenges, and how our SaaS products can help them achieve success.
- Build Strong Relationships: Establish and maintain strong, long-lasting customer relationships with decision makers. Act as a main point of contact and build a trust-based relationship.
2. Account Strategy and Growth
- Identify Upsell and Cross-sell Opportunities: Analyse customer usage and satisfaction to identify opportunities for upsells, cross-sells, or additional services that could benefit the client.
- Account Planning: Work with sales and marketing teams to develop strategic account plans that outline how to grow each account.
3. Team Leadership and Development
- Lead a Team: Manage and develop an Account Management team, including hiring, training, and performance monitoring.
- Foster a Customer-centric Culture: Instil a culture focused on understanding and meeting customer needs and exceeding customer expectations.
4. Operational Excellence
- Process Optimization: Implement and refine Account Management processes and workflows to ensure efficiency and effectiveness.
- Technology Utilization: Leverage CRM and other Account Management tools to track account details, customer interactions, and progress towards goals
5. Feedback Loop Management
- Gather Customer Feedback: Regularly solicit and analyse customer feedback on our product and services.
- Product Feedback Loop: Work closely with the product team to communicate customer feedback and influence the product roadmap to meet market demands.
6. Financial and Performance Metrics
- Revenue Responsibility: Have a direct impact on maintaining and growing revenue from existing accounts.
- Monitor KPIs: Keep a close eye on key performance indicators such as churn rate, net promoter score (NPS), and account growth metrics.
7. Client Advocacy
- Advocate for Clients: Serve as an advocate for our clients within our organization, ensuring their needs and issues are addressed promptly.
You've got what it takes if you have.
This role requires a strategic mindset, strong leadership skills, and a deep understanding of sales and customer service.
- 15 years of experience - MBA preferred from a Tier 1 Business School.
- Several years of experience in managing a team of account managers within the SaaS Industry.
- Ability to generate trust, build alliances, and orchestrate interdisciplinary teams to the benefit of customers required.
- Thought leader with executive presence
