About the Role:

The Head of Account Management & Enterprise will be responsible for leading and growing the Account Management team (around 20 FTEs) to drive revenue growth and retention. As a manager you will also lead the Enterprise team (around 15 FTEs) to drive the full stack sales cycle on this strategic segment from acquisition, through revenue growth and retention. This strategic role requires a seasoned leader with a strong background in account management, enterprise sales strategies, and the ability to develop and execute action plans that foster long-term relationships and maximize account value.

Key Responsibilities:

• Leadership and Strategy

  • Develop and implement the strategic vision for Account Management & Enterprise teams.

  • Lead, mentor, motivate and hire a high-performing team of Team Leaders.

  • Set clear objectives, performance goals, and key metrics for the team.

  • Collaborate with senior leadership to align Account Management & Enterprise strategies with overall business goals.

• Account Management:

  • Oversee the management of our customers ensuring exceptional service and satisfaction.

  • Build and maintain strong, long-lasting client relationships.

  • Identify opportunities for account growth and implement strategies to achieve revenue targets.

  • Act as the the primary point of contact for major account issues and work to resolve them efficiently.

• Enterprise Accounts:

  • Lead, coach and mentor the Team Leader Enterprise. Oversee the strategy for the Key Accounts to ensure the best-in-class customer’s experience from acquisition to satisfaction and retention.

  • Develop and implement account strategies to maximize customer value and drive revenue growth.

  • Serve as the main point of contact for escalations and high-priority client issues.

• Revenue Growth:

  • Develop and execute plans to increase account penetration and expand the company’s footprint within existing accounts.

  • Work closely with the sales, Revenue Operations & Customer Management team to identify cross-sell and upsell opportunities.

  • Monitor market trends and competitor activities to identify potential threats and opportunities.

• Customer Advocacy:

  • Advocate for customers within the organization to ensure their needs are met.

  • Collect and analyze customer feedback to drive continuous improvement in products and services.

  • Organize regular business reviews with key accounts to discuss performance and future plans.

• Operational Excellence:

  • Implement best practices in account management processes and tools.

  • Monitor and report on account performance, providing insights and recommendations to senior leadership.

  • Ensure accurate and timely forecasting and reporting of account activities.

Qualifications:

• 10+ years of experience in account management / enterprise accounts, operating in a fast-paced environment and interacting with C-Levels and senior leadership

• Experience in driving teams of diverse individuals towards high performance, based on respect and care

• Strong leadership skills with experience in building and leading high-performing teams.

• Strategic thinker with the ability to be hands on and to translate vision into actionable plans.

• Track record in managing and growing enterprise accounts.

• Excellent communication skills, both in French and English

Key Competencies:

• Customer Focus: Deep understanding of customer needs and the ability to deliver solutions that meet those needs.

• Leadership: Ability to inspire and lead a team towards achieving common goals.

• Strategic Thinking: Capacity to develop long-term strategies and plans.

• Communication: Clear and effective communication with internal and external stakeholders.

• Problem-Solving: Strong analytical skills to identify issues and develop effective solutions.

• Results-Driven: Proven ability to drive revenue growth and achieve business objectives.