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Global Head of Account Management

Job description

We are searching for a Global Head of Account Management for a global and fast-growing EHS company. The Global Head of Account Management builds, leads, and nurtures the global account management team of the “Operations” business unit, who develops long-lasting relationships with the company’s global enterprise clients. The GHAM works closely with clients to identify their needs and develop strategies to grow within the client base. Their primary job is to direct and oversee the account management team across the globe. Implements short- and long-term strategies for client onboarding, upsell, cross-sell and retention. Additionally, make suggestions for product and service improvements.

 

Key Accountabilities and Responsibilities

  • Leading the AM team and strategy

    • The GHAM leads the people who work closely with clients. He/She encourages the Account Managers to gain a deep understanding of the client’s needs and develop tactics to improve client onboarding, growth, and retention. The account management team is an international team with people located in APAC, Europe, and North America.
    • The GHAM creates and refines processes to monitor performance, manage workloads and identify additional streams of revenue and upselling opportunities.
    • He/She also formulates the team’s vision and values and oversees their adoption through the team, hence, forming the team’s working culture.
    • The GHAM defines the account management strategy in collaboration with the Global Head of Customer Success and Global Head of Expert Support Services
    • The GHAM is driving sustained growth in the client base.
    • The GHAM represents the whole spectrum of the business unit’s products and services to the assigned clients. The GHAM leads the key account planning and ensures that all assigned customer accounts within the department are catered for and that their (current and future) needs and expectations are met by the business.

     

  •  Anticipate and solve problems

    • The GHAM may also handle some key strategic accounts themselves. However, he/she oversees how the Account Manager acts as the point of contact between the company and the client to help solve problems and achieve business goals by building trust and providing strategic and realistic solutions.
    • Work together with Global Head of Customer Success and Global Head of Expert Support Services to shape programs to maintain and improve customer experience
    • Putting systems and processes in place to incrementally improve the AM business year on year, resulting in a data-driven and technology-enabled AM team.

     

  • Communication & Collaboration

    • The GHAM communicates clearly and effectively with the team to promote team’s performance. Additionally, when interacting directly with clients, they maintain clear, unambiguous, exhaustive, and fulfilling communications leaving the clients feeling satisfied and tended to.
    • The GHAM is interacting cross-departmental to drive customer satisfaction
    • The GHAM build relations and collaborates with the company’s strategic partnerships

 

Requirements

  • Education Level

    • Master’s degree in business, communications, marketing, or similar field of study from an accredited university required
    • Experience
    • 8+ years of demonstrated experience as key account manager account management in a global business-to-business enterprise environment.
    • Experience managing a team and running a growing international team of sales and service professionals
    • Experience in fast-growing international SaaS-business environments.
    • Experience developing Account Based Strategies

    Skills

    • Outstanding Communication and Language Skills. Advanced English skills
    • A “people person”: People/Leadership
    • Excellent track record of managing international and remote teams
    • Ms Office: demonstrate a high proficiency in Ms Word, PowerPoint, and Ms Excel
    • Analytical Skills

Contract

Executive search

Experience

Minimum 8 years

Education

Master's Degree

Languages

English

Sector

Healthcare

Region

EU / US

Job Type

Full-time

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