Director, Account Management

Job

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

Novated leasing via salary packaging

Employee Assistance Program (24/7 confidential support on relationships, bereavement, finances)

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!

Casual dress and relaxed office environment

Fun team camaraderie and events

Opportunities for career progression and development

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

Service recognition awards

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

Our Core Values

While experience in the above areas will be highly considered, it’s important to note it will be secondary to the person with the right determination, attitude and compatibility. Our culture and core values are very important to us:

We Are One Team

We Are Customer Centric

We Are Growth Minded

We Are Accountable

We Celebrate Success

Visit simprogroup.com/au/company/careers to learn more about us and our values.

We would like to take this opportunity to thank all candidates for their application.

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