Head of Account Management

This is a fully remote position, open to applicants in South Africa.

📋 Description

• Take ownership of and implement the national account management strategy across various client segments and regions.

• Cultivate and maintain trusted relationships with senior stakeholders within key accounts.

• Drive client retention along with renewals, upselling, and cross-selling opportunities within the existing customer base.

• Formulate strategic account plans tailored for high-value and enterprise clients.

• Serve as a senior escalation point for intricate or high-priority client issues.

• Identify and transform growth opportunities within current accounts into quantifiable commercial results.

• Collaborate closely with Sales teams to ensure smooth onboarding and transition processes for accounts.

• Track and enhance account performance concerning retention, engagement, and revenue targets.

• Lead customer expansion initiatives that align with broader business growth objectives.

• Maintain CRM discipline, pipeline visibility, and data integrity across the function.

• Ensure consistent monitoring of customer activity, risks, opportunities, and engagement metrics.

• Provide reporting and forecasting insights to leadership teams regarding account health and commercial performance.

• Implement scalable processes and frameworks to boost operational efficiency within the function.

• Lead, mentor, and nurture a national account management team.

• Establish clear KPIs, accountability measures, and performance standards.

• Design and refine team structures as the business evolves.

• Support talent development, succession planning, and initiatives for team growth.

• Develop and optimize incentive structures that align with retention, growth, and customer value outcomes.

• Utilize data and performance insights to continuously enhance team effectiveness.

• Foster a high-performance culture centered on ownership, accountability, and customer success.

• Collaborate closely with Product, Engineering, Support, and Operations teams to enhance customer experience.

• Act as the internal advocate for the customer while balancing commercial priorities.

• Highlight customer insights and feedback to inform product and roadmap decisions.

• Ensure strong alignment between Account Management and other business functions.

⛳️ Requirements

• Proven experience in Account Management, Customer Success, Relationship Management, or roles focused on Commercial Growth.

• A solid track record of managing and expanding B2B client portfolios.

• Demonstrated experience in leading and scaling high-performing teams.

• Practical experience with CRM platforms, reporting tools, and pipeline management.

• Experience in building or managing commercial incentive structures.

• Strong commercial acumen with the capability to drive revenue growth through relationship-focused engagement.

🏝️ Benefits

• Health insurance

• Flexible work arrangements

• Professional development opportunities