An amazing opportunity to join this modern, dynamic and award winning SaaS business, offering digital onboarding and client-centric solutions, designed specifically for law firms. This well regarded industry brand continues to grow its market share and is looking to fill this key role within the business. Position Summary: As the Head of Account Management, you will be responsible for leading and managing the Account Management and Helpdesk team to ensure the satisfaction, retention, and growth of the client base. Your primary focus will be on developing and implementing strategies to drive client engagement, adoption, and overall success with their products and services. You will collaborate closely with sales, product development, and other cross-functional teams to align client needs with company objectives. The ideal candidate will have a strong background in client success management, exceptional leadership skills, and a passion for delivering excellent customer experiences. Key Responsibilities Account Managers: Achieve growth and targets through the Account Management team, creating energy and incentives to build and drive success and wins. Lead and mentor the Account Management team to achieve departmental goals and objectives. Develop and implement client success strategies to enhance customer satisfaction and retention. Oversee the recruitment, hiring and training within the team to ensure adequate coverage and support for clients. Establish key performance indicators (KPIs) and metrics to measure and track client success metrics, such as upselling opportunities, client retention and client onboarding. Collaborate with sales, product development, and marketing teams to ensure alignment of client needs with company offerings and initiatives. Conduct frequent training sessions and interactive role-playing exercises to ensure the team remains well-informed about product releases and equipped with effective sales techniques to effectively promote them. Develop and update training materials, including scripts and best practices to ensure consistency across the team. Drive client engagement through proactive communication, regular check-ins, and strategic account management. Identify opportunities for process improvements and implement best practices to optimise the client success lifecycle. Act as a primary point of contact for escalated client issues and work cross- functionally to resolve them in a timely manner. Provide regular reporting and updates to senior management on Account Manager performance, challenges, and opportunities. Foster a culture of customer-centricity and continuous improvement within the Account Management team. Building and maintaining relationships with third parties, such as case management providers and panel managers, cultivating strategic partnerships. Regularly engage in one-on-one sessions, providing mentorship and guidance to empower the team toward achieving success. Key Responsibilities Helpdesk: Lead and manage the Helpdesk team, providing guidance, coaching and support to ensure exceptional customer service delivery. Develop and implement Helpdesk policies, procedures and standards to optimise efficiency and effectiveness. Oversee the daily operations of the Helpdesk, including ticket management, escalations and resolution and continuous improvement. Collaborate with other departments to identify and address recurring technical issues, ensuring timely resolution and continuous improvement. Monitor Helpdesk performance metrics and KPIs to track team productivity, identify areas for improvement and report on service levels to senior management. Foster a positive and collaborate work environment within the Helpdesk team, promoting teamwork, professional development and employee engagement. Serve as a point of escalation for complex technical issues, providing guidance and support to Helpdesk staff as needed. Handle customer complaints and escalations, demonstrating strong problem solving skills and a commitment to delivering exceptional customer satisfaction. Key Requirements: 2 years experience in a sales management role B2B experience with a SaaS provider Strong background in client experience excellence Strong background in client retention and assisting teams with objection handling