As Head of Account Management, you will oversee the Account Management department in a fast-growing scale-up. Your primary mission is to drive customer satisfaction, retention, and growth. Your ability to manage clients, AM teams and to exchange with all Agicap stakeholders, but also to be data and tool oriented are necessary skills to ensure your success in this key role.

Your missions :

Team Management & Leadership

• Recruit, train, and manage the teams to ensure their growth and to provide the best services to our clients

• Foster a culture of excellence and energy within the teams

• Set clear objectives for the team and monitor performance through key KPIs.

Client management and business sense

• Define and deploy upsell strategies, from onboarding to run phases

• Define and deploy retention strategies, from onboarding to run phases

• Track client satisfaction and value perception. Make adjustments to the ongoing strategic approach

• Provide timely report regarding service issues or customer concerns

• Handle clients complaints, provide appropriate solutions within time limits and follow up to ensure resolution

Data Analysis and Reporting

• Track and analyze critical KPIs: Net Revenue Retention (NRR), churn, customer satisfaction (CSAT/NPS), etc.

• Prepare regular performance reports and strategic recommendations for senior management.

• Use our CRM & data tools and make proposals to continuously improve them

• Continuously share feedback and improvements of our tools and processes to the CS ops

Product focus

• Manage customer feedback and communicate Clients’ needs (evolution, new features, etc.) and issues (platform bugs, data integrity, etc.) effectively to the Tech and Product teams

• At least 3+ years of teams management

• At least 5+ years of prior account management and/or customer success experience, preferably within enterprise software or SaaS

• Good working knowledge of SMEs

• Strong team-building and management skills to achieve ambitious goals, Ability to manage change in a positive manner, Excellent presentation and communication skills and presence

• Ability to handle complex negotiations and build long-term client relationships.

• Good technical skills (xls) or ability to quickly learn technical concepts

• Excellent time management and ability to thrive under pressure.

• Comfortable with working in a fast-paced and dynamic environment

• KPI oriented

• Fluent in English and French