Reports to: Global Sales and Marketing Director (GSD)
Location: Cork, Ireland
Date Posted: 23rd December 2018
Purpose: Provide leadership to Account Management and act as an integral part of C&R’s Management Team. Help drive the company’s revenue to €20M over the next 3 years. Ireland based, ideally Cork
The Head of Account Management’s mission will be to expand and deepen the customer base by contributing to the long-term account vision for the Account Management team; constructing and implementing the group’s overall Account Management strategy across various segments of the business. The Head of Account Management will have expertise which will allow them to identify and make appropriate changes in the AM organization, business operations and management practices, while sustaining the company’s unique culture. Motivate, coach and develop the team so as to ensure his/her team deliver on targets set. Drive a team culture of accountability, clarity, professional behaviour and communication.
Direct and participate in the planning process for future development and growth of the business and define the strategy and execution of short and long-range plans to achieve account management objectives. Be able to present value proposition to “C” level clients to drive account growth to realize 7 figure clients.
Key Responsibilities Areas (KRAs)
KRA 1: Account Development
The Head of Account Management is responsible for overall worldwide renewal and increased sales of Compliance & Risks solutions to the existing client base in conjunction with the GSD. The Account Sales structure will be determined between the GSD, CEO and Head of Account Management to maximize sales.
Set up annual or bi-annual business reviews to check satisfaction, service levels, usage and to understand opportunities. Present the Compliance & Risks value proposition and solutions to audiences ranging from Sr. Executives to technical stakeholders. Maximize client use of the full Compliance & Risks suite of offerings.
Ensure that relevant areas of the client business are aware of all the services provided by Compliance & Risks, and follow-up to build on expressions of interest.
Capture opportunities and pass to Sales Team Collaborate with assigned Sales person on any emerging opportunities and hand these over at point of ripeness with full briefing on the parties involved or capture sale directly.
KRA 2: Renewal Process & Contract Negotiations
Maximise % of client renewals and maximize upsells as per KPIs.
Ensure a smooth and timely process for renewals. Create a systematic consistent process for renewals across all client groups.
Start this process early enough to facilitate growth of the account. Include the sales team where appropriate.
Examine market segments set in terms of potential [eg.Growth, Static and Unknown] while preparing for renewal and act appropriately as per the Account Management and Sales division of roles.
Larger contracts are responsibility of the Sales team but the line of what constitutes an appropriate size will be determined on a case-by-case basis.
KRA 3: Relationship Development and Ownership
Cultivate a positive and collaborative relationship with new and existing clients, based on a growing knowledge of their objectives, and act as the primary responsible person and key contact for the client where management sponsorship is needed.. Be their trusted advisor. Monitor the activity, potential and health of the account.
Utilize your team to build up the widest possible view of client business, key decision makers as well as organizational and personnel changes and ensure this information is logged and available to Compliance & Risks so that it can be utilised.
KRA 4: Adoption & Customer Success
Utilize your team to improve adoption levels and Customer Success metrics as per your Key Performance Indicators (KPIs). Do this through activities such as:-
Showing your team’s understanding and knowledge of compliance and C2P, our compliance knowledge management platform, through demonstrating which features solve which kinds of problems for the client.
Being able to speak the language of people on compliance teams and interpret their needs in terms of services we offer.
Practice creative listening to capture a client’s needs and offer suggestions that are realistic solutions.
Maximise what RPC, and Client Support can do for your clients so as to increase adoption as per your KPIs
Leverage the added value that MA and GRC Team can bring to your clients to increase their stickiness, revenue and increase our overall brand value.
Where appropriate re-onboard existing clients as “new” C2P takes over and/or adoption is low. At times this will require Client Support involvement.
KRA 5: Service Level
Ensure that you and your team have thorough knowledge of C&R’s suite of services.
Track KPIs related to the agreed service level, with knowledge of any specific expectations. E.g. that Client Support has taken requested action or GRC Team has added requested content.
Define what our Service Levels are for clients and ensure that we deliver while at the same time, taking a commercial approach to service. i.e. ensure that the client is paying for the level of service we are giving them.
Track the resolution of major issues through to completion.
Be sensitive to pain-points in the client’s business that could be solved by Compliance & Risks and pass opportunities to sales personally and via the Client Relationship Management System [CRM], (currently Long Jump.)
Capture all Client information in the CRM System. Collect and record data on client needs, org charts, Responsibilities and use of C2P and potential use of C2P or other services via long Jump.
Enlist the support of Client Support, Marketing and Training various deliverables where possible to free you up for relationship building and opportunity identification.
KRA 6: Repositioning
Collaborate with Sales Team where repositioning of the Client is required. This is where the increased required as a result of the change from the ‘subscription pricing model’ to ‘content based pricing model is substantial.
Bringing all Clients to Content Based pricing however work with the Sales team to agree which accounts require their involvement [i.e. Repositioning].
Work with Client Support on the “re-onboarding” of current clients during the repositioning process with the aim of driving adoption.
KRA 7: Aspects relating to internal collaboration within Compliance & Risks
Lead cross functional Compliance & Risks teams to improve the service for the client, as well as their knowledge of what we do.
Work to develop good personal understanding of Compliance & Risks products and services, and the business needs they meet.
Understand the wider Compliance & Risks organisation including sales, marketing and client support, Legal Data Team and Product Management structures and how these work together to serve client problems.
Work cohesively and seamlessly with Compliance & Risks teams, particularly Sales and CS, who are working with the Client.
Enlist the help of Client Support to present annual refresher training for C2P including presentation of all new features, and present demos of C2P to new users
Gather client product feedback and communicate with product management to shape product roadmap
Link Client with Product Manager and EH&S, Software and Product Compliance Regulations
Maximise Client Satisfaction by Liaising with Sales Operations, Client Support and Marketing to leverage key information.
Demonstration of Values
All employees should continually promote legacy of Company Culture through demonstrating its values –
Respect, Trust, Innovation, Winning Together
Prior Experience and Qualifications
7 years plus in B2B, enterprise, client account management environment
Leadership and Management of a team essential
Educated to degree level, in a technical, business or legal fields.
Software / technical skills/ or some aptitude for technology is an advantage
Experience in selling or account management in an enterprise environment or Saas and compliance & regulatory field is highly desirable.
Ability to engage with people from different cultures and different levels within an organization.
Ability to build trust and think strategically
To apply for this position please click here.