Head of Account Management

Job Description:

Account Management:

1. Developing and implementing account management strategies and plans to meet company goals, targets and client satisfaction goals.
2. Building strong relationships with key clients, understanding their business objectives and challenges, and proactively identifying opportunities to add value.
3. Collaborating with internal teams such as sales, marketing, and product development to deliver client solutions and ensure client needs are met.
4. Leading and managing a team of account managers, providing coaching and mentorship to help them achieve their goals and deliver outstanding service to clients.
5. Developing and tracking key performance indicators (KPIs) for account management, such as revenue growth, customer retention, market expansion and client satisfaction.
6. Staying up to date with industry trends and best practices in account management and using this knowledge to improve the company's approach to client relationships.
7. Representing the company at industry events and conferences, building relationships with potential clients and partners

Adoption:

1. Develop and execute adoption strategies that increase product usage and customer retention.
2. Collaborate with sales and marketing and events teams to create adoption campaigns that increase product awareness and usage.
3. Work closely with the product team to identify and address adoption barriers and to ensure that products are optimized for user adoption.
4. Analyze adoption metrics to identify trends and opportunities to improve adoption rates.
5. Develop and manage adoption programs, including training and education programs that enable customers to successfully adopt products.
6. Drive cross-functional alignment around adoption goals and initiatives across the organization.
7. Build and maintain strong relationships with key stakeholders across the organization.
8. Continuously monitor and improve adoption processes to ensure scalability and efficiency.

Operations:

1. Overseeing the installation, maintenance, and repair of base station equipment.
2. Developing and implementing operational policies and procedures to ensure efficient base station network operation.
3. Ensuring compliance with regulatory requirements and safety protocols.
4. Monitoring network uptime and implementing strategies to avoid network downtime.
5. Managing a team of area managers and engineers and other staff involved in base station operations.
6. Collaborating with other departments within the organization to ensure smooth operation of the base station network.
7. Keeping up-to-date with industry trends and technologies, and implementing these where appropriate to improve network performance

Customer Support:

1. Developing and implementing customer support strategies and processes that align with company goals and objectives.
2. Ensuring that the customer support team is adequately staffed, trained, and equipped to handle customer inquiries and complaints.
3. Managing and monitoring team performance, providing feedback, and coaching to improve individual and team performance.
4. Building and maintaining strong relationships with customers, partners, and other stakeholders to ensure a positive customer experience.
5. Collaborating with other departments, such as sales, marketing, and product, to provide insights and feedback that can improve customer satisfaction and retention.
6. Analyzing customer feedback and support data to identify areas for improvement and implement solutions to address them.
7. Developing and tracking customer support metrics, such as response time, resolution rate, and customer satisfaction scores, to measure team performance and identify opportunities for improvement.
8. Managing customer escalations and resolving complex or sensitive customer issues.
9. Staying up-to-date on industry trends and best practices in customer support to ensure that the team is providing the best possible service.
10. Operating under ISO-27001 standards.

Other Responsibilities:

1. Leading the development and implementation of the organization's bid and program management strategies and processes
2. Overseeing the development of bid proposals, ensuring they are high quality, meet customer requirements, and are delivered on time.
3. Collaborating with cross-functional teams, including sales, marketing, operations, finance, IT, network and legal.
4. Program delivery in both agile and waterfall methodologies.