Head of Account Management

Demica Limited
Head of Account Management

Department: Commercial

Employment Type: Permanent – Full Time

Location: London, United Kingdom

Description As the Head of Account Management at Demica, you will be responsible for leading and managing the account management team to drive revenue growth, client satisfaction, retention. You will build and oversee the development and execution of strategic account plans, ensure effective client relationship management and governance, and collaborate with cross-functional teams to deliver exceptional service and value to clients.
What you’ll do

• Leadership and Team Management: Provide leadership, and expertise to the account management team, set clear performance expectations and foster a collaborative and foster a high-performance culture within the team.
• Revenue Growth: Develop and implement strategic account plans aligned with the organization’s objectives, identify opportunities for revenue growth, upselling, and cross-selling within existing client accounts, ensure alignment with client needs and business objectives.
• Client Relationship Management: Build strong relationships and trust with Key Decision Makers on the client side, set up governance and drive communications to understand client needs, address concerns, and provide proactive support. Act as a client advocate within the organization, ensuring client needs are met and issues are resolved promptly.
• Retention and Renewal: Lead efforts to retain and renew commercial client contracts, minimizing churn and maximizing client lifetime value. Monitor client satisfaction levels and implement strategies to enhance client retention and negotiate contract renewals and pricing agreements in collaboration with finance team.

Who you are

• An established leader with previous experience managing Account Management Teams
• Demonstrated experience in managing large client accounts, preferably within the SaaS industry and specifically with large banks. This includes a proven track record of retaining and growing accounts.
• Strong relationship-building skills to foster trust and rapport with key stakeholders within client organizations, including C-level executives and IT leaders.
• Commercially oriented with excellent communication skills, both verbal and written, are crucial for effectively liaising with clients, understanding their needs, and articulating solutions.
• Ability to negotiate contracts, pricing, and service level agreements (SLAs) with clients to ensure mutually beneficial outcomes for both parties

You will be a great fit for the role if, in addition to the above, you have experience in:

• Domain knowledge of banking software solutions. This includes familiarity with core banking systems, interfacing, payment processing, risk management, and cybersecurity.
• Proficiency in analysing data related to account performance, customer usage patterns, and market trends to inform decision-making and formulate strategies for account growth.
• Fluency in multiple languages in addition to English