Job Description
Seeking a seasoned leader to oversee customer account management strategy, drive growth, and foster a customer-centric culture.
About Amach:
Amach is a technology-driven company with headquarters in Dublin and remote teams in the UK and Europe. Our blended teams of local and nearshore talent deliver high-quality and collaborative solutions.
Established in 2013, we specialize in cloud migration and development, digital transformation, and agile software development.
The VP of Account Management is a senior management team role responsible for overseeing and directing Amach's customer account management strategy. This leader ensures the successful delivery of account management services that maximize client satisfaction, retention, and revenue growth.
Key Responsibilities:
- Develop and implement strategic plans to drive customer satisfaction, retention, and overall account growth.
- Collaborate with senior management to set long-term goals for customer account management and ensure alignment with company-wide objectives.
- Lead and mentor a team of account managers, ensuring performance excellence and fostering a customer-centric culture.
- Build and maintain strong relationships with key clients, serving as an executive sponsor to ensure high-level service and customer loyalty.
- Oversee the resolution of complex customer issues and act as the main escalation point for critical accounts.
- Partner with sales, marketing, product, and operations teams to ensure seamless service delivery and to identify opportunities for customer growth and engagement.
- Drive account expansion strategies through upselling, cross-selling, and enhancing product/service usage to meet customer needs.
- Identify opportunities to deepen relationships with existing customers and build strategic account plans that drive long-term growth.
- Ensure that customers are achieving their desired outcomes with our solutions & services, and optimize customer lifetime value.
- Monitor key account metrics such as customer satisfaction (NPS/CSAT), churn rates, retention, and account growth.
- Use customer insights, feedback, and data to continually refine account management processes and improve customer experiences.
- Provide regular reports and insights to the executive team on customer trends and opportunities for growth.
- Continuously improve account management processes, focusing on scalability, efficiency, and customer experience.
- Implement customer success best practices to standardize and improve client interactions across all touchpoints.
Requirements:
- Minimum 10+ years of experience in account management, customer success, or a related field, with at least 5 years in a senior leadership or executive role.
- Proven track record of managing and growing large-scale customer accounts and improving customer retention and satisfaction.
- Experience working within a fast-paced and dynamic industry (e.g. professional services, technology, aviation).
Skills and Competencies:
- Strong leadership skills with the ability to inspire and manage teams across multiple locations.
- Excellent communication and negotiation skills with executive presence to engage with C-level stakeholders.
- Ability to build strategic customer relationships and drive client success and growth.
- Highly data-driven with strong analytical skills; experience with CRM tools is a plus.
- Experience with customer retention and account expansion strategies, including upselling and cross-selling.
- Passionate, dedicated, and with a desire for continuous improvement.
- Attention to detail, analytical, and process-driven.
Amach is an equal-opportunity employer and makes employment decisions on the basis of merit. We celebrate diversity and are committed to creating an inclusive environment for all employees.