VP: Account Management

Reporting to the Chief Revenue Officer, the VP of Account Management will be responsible for revenue retention and growth across a multi-million dollar global book of business. You will be responsible for developing and executing effective account management strategies, driving customer satisfaction and loyalty, and maximizing revenue growth. This leadership position requires strong business acumen and exceptional relationship-building skills. Other responsibilities may be assigned to help drive our vision and mission to alignment with our Organization’s Values.

Responsibilities:

Account Management Strategy: Develop and implement a comprehensive account management strategy globally, and for each region, aligning it with the overall company objectives and revenue targets.

Team Leadership: Grown, lead and mentor a global team of Account Managers, providing guidance, support, and training to drive excellence in customer relationship management, revenue retention, and revenue growth.

Revenue Growth: Collaborate with sales and marketing teams, professional services, and support services to identify growth opportunities within existing customer accounts. Develop account expansion plans, upsell and cross-sell strategies, and drive revenue growth through effective account management practices.

Retention: Maintain ownership and accountability for customer retention and achieving retention targets

Renewal Negotiations: Lead and manage all renewal negotiations, including annual price increases. Ensure customer contracts are renewed in a timely manner, maintaining high customer and revenue retention rates.

Customer Engagement: Foster strong and long-term relationships with key customers, serving as their trusted advisor and strategic partner. Drive customer satisfaction, retention, and loyalty by ensuring exceptional service delivery.

Key Customer Account Management: take personal accountability for some of our largest customers, representing several million dollars in annual recurring revenue.

Performance Tracking: Work with executive leadership to define key performance indicators (KPIs) and metrics to monitor the health and success of customer accounts. Regularly analyze account performance, identify areas for improvement, and develop action plans to address any issues.

Market Analysis: Stay abreast of market trends, competitive landscape, and industry developments. Utilize this knowledge to identify new business opportunities, anticipate customer needs, and shape the account management strategy accordingly.

Collaboration: Collaborate closely with internal stakeholders, including sales, marketing, product, and operations teams, to ensure alignment and coordination in delivering exceptional customer experiences that increase the adoption and expansion of our products and services in the Americas region.

Reporting and Presentations: Prepare regular reports, presentations, and business reviews for senior management, providing insights on account performance, revenue growth, customer satisfaction, and market trends.

Customer Portfolio: Oversee a portfolio of approximately 150+ customers, ensuring appropriate allocation of resources to accounts in line with company revenue and growth strategies.

Qualifications:

• Minimum of 8-10 years of experience in account management or customer-focused leadership role in a SaaS environment in the following areas: sales, customer success, or related roles, preferably in a leadership role, with a strong track record of managing strategic customer relationships and driving revenue growth.
• Leadership Skills: Proven ability to lead and inspire a team, with a strong focus on coaching, mentorship, and professional development.
• Relationship Building: Excellent interpersonal and communication skills, with the ability to build and maintain strong relationships with key stakeholders, both internal and external.
• Strategic Thinking: Demonstrated ability to think strategically, identify business opportunities, and develop and execute effective account management strategies.
• Analytical Mindset: Strong analytical and problem-solving skills, with the ability to analyze complex data, draw meaningful insights, and make data-driven decisions.
• Results Orientation: Results-driven mindset with a focus on achieving and exceeding targets. Proven ability to drive revenue growth and meet or exceed performance objectives.
• Bachelor's degree in business administration, marketing, or a related field, or equivalent experience
• Proven track record of success in carrying a quota and achieving or exceeding performance targets
• Solid leadership and interpersonal skills
• Excellent communication and presentation skills
• Time management and flexibility to work within different time zones
• Ability to work independently and as part of a team
• Ability to travel approximately 25% of the time