Hybrid requirements: This role has flexible working patterns.
ABOUT THE ROLE
Goodlord’s mission is to provide the best renting experience in the world and we need a Head of Account Management, reporting directly to line manager job title, to help us achieve this.
We are looking for a seasoned and innovative Group Head of Account Management to operationalise our account management team, based in Sheffield but also with members in London. This role will be instrumental in driving customer growth, retention, and engagement. The ideal candidate will have a deep understanding of customer relationship management, NRR & GRR, and the ability to scale operations while maintaining a high level of service.
Key Responsibilities:
1. Strategic Leadership:
o Develop and execute a comprehensive account management strategy aligned with the company’s Revenue and EBITDA targets.
o Be impactful in the entire customer lifecycle, working closely with sales at acquisition stage all the way through to retention and expansion of our customer accounts.
o Foster strong relationships with key decision-makers at customer organisations.
o Identify and capitalise on opportunities to upsell and cross-sell products and services at scale.
2. Team Management:
o Recruit, hire, and develop a high-performing team of account managers.
o Provide coaching, mentorship, and performance feedback to team members via managers in London and Sheffield.
o Establish clear performance metrics and goals for the team.
o Build on a positive, growth-led and collaborative team culture.
3. Customer Success:
o Drive customer satisfaction and loyalty by delivering exceptional value.
o Organise customers multi-dimensionally by revenue, opportunity, and feature usage and support team members' attainment of % increases on their books of accounts.
4. JOB DESCRIPTION:
o Proactively identify and resolve customer issues and concerns, working with product and ops stakeholders to ensure we build in line with customer needs.
o Implement effective customer feedback mechanisms.
o Monitor key performance indicators (KPIs) to measure customer health and become predictive in our approach to customer behaviour.
o Lead the adoption of innovative digital tools and technologies to enhance account management processes.
o Develop and implement a 1:many digital approach to effectively manage a large customer base of 2,500+ customers.
o Leverage data analytics to identify trends and opportunities for cross/upsell.
5. CRM Implementation:
o Oversee as a key stakeholder on the selection, implementation, and ongoing management of our CRM systems.
o Configure the CRM system to optimise workflows and improve efficiency.
o Train and support the team in the effective use of the CRM system.
ABOUT YOU
You should apply if you have:
1. Proven track record in leading successful account management teams.
2. Proven experience in managing managers, with at least two direct reporting lines, and overseeing the overall management of a team comprising a minimum of 10 individuals.
3. Strong leadership and interpersonal skills - demonstrated ability to train and mentor team managers and not just individual contributors.
4. Deep understanding of customer relationship management principles and best practices.
5. Experience in implementing and managing CRM systems.
6. Excellent communication and presentation skills.
7. Strong analytical and problem-solving skills.
8. Experience in a digital environment and managing large customer bases.
9. Experience in tendering and procurement processes.
If you are a highly motivated and results-oriented individual with a passion for commercial customer success, we encourage you to apply.
Our values guide our decisions, the way we work, our culture and the people we ask to join the team. We work hard, have fun and support each other. We’re not afraid to make mistakes (we’d never learn if we didn’t) and we’re always looking to challenge ourselves. Our style is collaboration based on honesty, friendship and respect.
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