Job Description

Job Context

The Director, Account Management is responsible for developing and implementing the Account Management strategy, with a strong focus on the successful retention of our customer base. They will provide coaching to the team to effectively manage customers, ensuring the satisfaction and optimization of products.

What You’ll Do

• Collaborate with the CCO in the development and implementation of the Account Management (AM) strategy to drive revenue, improve customer experience and reduce churn and cancellation

• Determine the team’s goals and plan how to improve operations, to ensure Company goals are achieved

• Develop and execute strategies to maximise the value customers get from the platform

• Drive revenue growth and retention of customers

• Analyse customer (and other) data to monitor team performance and measure the effectiveness of the AM strategy

• Support, grow and develop AM leaders, monitor their success, and provide highly effective line management

• Recruit, induct and onboard new members of the AM team

• Encourage and lead collaboration between teams and provide constructive feedback on churn and cancellation reasons

• Be a customer champion, ensuring their views are represented in the company and are used to drive continual improvement measures that increase customer satisfaction

• Work with others to define (and continuously refine) AM best practices and process across the global team

• Lead by example, by taking a hands-on approach with customers, demonstrating what best-in-class looks like both in terms of operational effectiveness and client communication

• This job description is not an exhaustive list of duties and may be changed or amended at any time at the discretion of Simpro Group.

What You’ll Bring

• Extensive experience in Account Management as well as senior leadership experience (e.g as Head of or Director of Customer Success/ Account Management team), preferably in a SaaS business

• A strategic mindset and ability to build and maintain business insight

• Demonstrable experience of owning and delivering on commercial goals, which has resulted in customer growth and retention

• Excellent people management skills and experience building highly effective teams

• The ability to create a strong and positive team culture (conducting regular 1-1s and team meetings, ensuring decisions, plans, goals are shared, and that issues are resolved in a timely manner)

• Exceptional customer relationship skills, with the ability to develop and build profitable and successful working relationships with executive stakeholders

• Excellent interpersonal skills (self-awareness, empathy, approachable conflict resolution, negotiation, and influencing skills diplomacy, tact etc.) and the ability to collaborate effectively across teams

• Empathy for customers along with passion for revenue and growth

• Strong analytical skills and a process-oriented mindset

• Be tech savvy and have a genuine interest in software and products

What We Can Offer You

• Responsible Time Off

• Comprehensive medical, dental, vision package with 100% employer paid options

• Additional benefits including Health Savings Account; Flexible Spending Account; Critical Illness Insurance; Hospital Insurance; Accident Insurance; Life Insurance and AD&D; and Disability Insurance available to purchase.

• Wellness Challenge App, Diabetes Prevention App, and Health Hub App

• 401k/Retirement Plan with 6% employer match

• Generous Parental Leave Program

• Paid Volunteer Leave Days

• Public Holiday Exchange Scheme

• Talent Referral Program – get rewarded for referring a friend to join our team!

• Diverse training & internal networking opportunities across all of our product lines

• Opportunities for career progression and development

• Service recognition awards

• Click here to find out more about working at Simpro Group!

Our Core Values

We Are One Team

We Are Customer Centric
We Are Growth Minded
We Are Accountable
We Celebrate Success

Simpro, AroFlo, BigChange & ClockShark are equal opportunity employers with a best-of-class onboarding program and supportive team environments. This means that we want everyone to feel welcome with us and to provide equal opportunities for everyone, regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation, or any other non-performance factor.

If you'd like to join a fun and progressive organization, where there are opportunities to develop your career, please apply now with your CV/resume.

*Please note, no agencies will be accepted in the recruitment of this role.