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

Simpro, AroFlo, BigChange & ClockShark are equal opportunity employers with a best-of-class onboarding program and supportive team environments. We embrace and support culture diversity and Equal Employment Opportunity. Aboriginals, Torres Strait Islanders and minority groups are encouraged to apply. .

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.