Head of Account Management

This is a fully remote position, open to applicants in United Kingdom, +3 more countries.

📋 Description

• Take charge of client relationships from the point of Account Executive handoff, through intake, delivery, placement, retention, and growth.

• Conduct consultative intake calls, develop recruitment briefs, and establish expectations regarding salary, candidate profiles, and timelines.

• Collaborate with recruiters to eliminate obstacles, secure prompt client feedback, and ensure that interviews progress smoothly.

• Oversee the offer stages and assist candidates in successfully navigating the process.

• Manage post-placement check-ins, maintain account health, pursue upsell opportunities, and handle repeat roles.

• Lead and mentor a remote team of Account Managers, setting key performance indicators related to placement rates, fill rates, retention, and account growth.

• Hold the team accountable and proactively intervene when accounts or searches are at risk.

• Foster a culture that emphasizes end-to-end ownership and high performance.

• Establish standards for clear and proactive communication with clients, along with consistent follow-ups.

• Navigate challenging conversations and manage client expectations effectively.

• Develop scalable processes for Account Executive to Account Manager handoffs, follow-up rhythms, account health evaluations, and escalations.

• Identify and eliminate bottlenecks throughout the client and recruitment process.

• Leverage data to prioritize high-potential accounts and evaluate resource allocation.

⛳️ Requirements

• Extensive experience in full-cycle account management, encompassing commercial handoff, onboarding, delivery, placement, retention, renewal, and growth.

• Prior experience in staffing, recruitment, RPO, a talent marketplace, or a closely related industry is highly desirable.

• Proven track record of managing and coaching a team of Account Managers, preferably in a remote setting.

• Experience in establishing processes within a startup or scale-up environment.

• Strong understanding of key metrics such as placement rates, fill rates, time-to-fill, retention, and account growth.

• A commercial mindset with an ability to identify upsell and repeat business opportunities.

• Exceptional written and verbal communication skills, with strong abilities in client-facing and stakeholder management.

• Capacity to anticipate client needs, detect problems early, and take ownership of their resolution.

• Comfortable making tough decisions and prioritizing accounts based on commercial viability.

• Highly organized, proactive, and accountable for achieving outcomes.

🏝️ Benefits

• Fully remote position with the chance to contribute to a rapidly growing international business.

• High-impact leadership role with responsibility for a core revenue and fulfillment function.

• Opportunity to shape the function according to your vision, including processes, KPIs, communication standards, and operating rhythms.

• Significant career growth potential as the Account Management team and client base expand.

• Collaborate closely with senior leadership and work across Sales, Account Management, Operations, and Talent.

• Performance-driven environment where success is measured by placements, retention, client satisfaction, and account growth.