Manager, Account Management Team & Key Account Manager (ACM0126)

Full job description

To lead and manage the Account Management team while personally handling a select portfolio of key accounts. The Manager serves as both a people leader and a senior client-facing professional, responsible for the performance of the team, and the retention and growth of the company's most strategic accounts.

To directly oversee the Key Account Managers, Scale Account Managers/Customer Support and the Technical Support & Implementation Team and personally manage 30-35 key accounts. They report directly to the Senior Director of Operations.

Responsibilities:

Team Leadership and Management:

a) Lead, supervise the AM team to ensure high performance and professional

growth.

b) Set clear performance goals and KPIs for team members and conduct regular

performance reviews.

c) Foster a collaborative, client-focused team culture aligned with company values.

d) Identify training needs and coordinate capacity-building initiatives for the team.

e) Manage workload distribution across the team to ensure balanced and effective

account coverage.

Key Account Management:

a) Personally manage a defined portfolio of the company's highest-value or most complex

key accounts.

b) Build and sustain executive-level relationships with key clients, acting as a senior point

of escalation.

c) Develop and execute strategic account plans to drive retention, satisfaction, and

revenue growth.

d) Identify and pursue upsell and cross-sell opportunities within the managed portfolio.

Strategic Planning and Oversight:

a) Develop and implement the overall account management strategy in alignment with

company objectives.

b) Set directions for account planning frameworks, client engagement standards,

and service delivery benchmarks.

c) Monitor team-wide account performance and intervene where accounts are at risk.

d) Contribute to business development efforts by identifying opportunities for account

expansion across the team's portfolio.

Escalation and Issue Resolution:

a) Serve as the senior point of contact for escalated client issues that require

management-level resolution.

b) Coordinate cross-functional responses to critical client concerns, ensuring timely and

effective resolution.

c) Establish escalation protocols and ensure team adherence to resolution timelines.

Reporting and Analytics:

a) Prepare and present regular reports on team performance, account health, revenue

metrics, and client satisfaction to the Senior Director of Operations or Director of

Customer Support.

b) Analyze team-wide data to identify trends, risks, and growth opportunities.

c) Ensure accurate and up-to-date documentation of account activities across the team.

Cross-Functional Collaboration:

a) Partner with Sales, Marketing, Product, and Customer Support teams to ensure

seamless service delivery to key accounts.

b) Represent the account management function in internal planning and strategy

sessions.

c) Communicate client feedback and market intelligence to relevant internal teams to

inform product and service improvements.

Revenue and Commercial Accountability:

a) Own and drive revenue targets for the account management team, including retention,

upsell, and growth goals.

b) Oversee contract negotiations for high-value accounts, supporting KAMs where

required.

c) Monitor commercial performance across the team's portfolio and implement corrective

actions as needed.

Work Location: Remote