Director, Account Management (Brisbane City)

Responsibilities
- Collaborate with the CCO in the development and implementation of the Account Management (AM) strategy to drive revenue, improve customer experience and reduce churn and cancellation.
- Determine the team’s goals and plan how to improve operations, to ensure Company goals are achieved.
- Develop and execute strategies to maximise the value customers get from the platform.
- Drive revenue growth and retention of customers.
- Analyse customer (and other) data to monitor team performance and measure the effectiveness of the AM strategy.
- Support, grow and develop AM leaders, monitor their success, and provide highly effective line management.
- Recruit, induct and onboard new members of the AM team.
- Encourage and lead collaboration between teams and provide constructive feedback on churn and cancellation reasons.
- Be a customer champion, ensuring their views are represented in the company and are used to drive continual improvement measures that increase customer satisfaction.
- Work with others to define (and continuously refine) AM best practices and process across the global team.
- Lead by example, by taking a hands‑on approach with customers, demonstrating what best‑in‑class looks like both in terms of operational effectiveness and client communication. Qualifications
- Extensive experience in Account Management as well as senior leadership experience (e.g., Head of or Director of Customer Success/Account Management team), preferably in a SaaS business.
- A strategic mindset and ability to build and maintain business insight.
- Demonstrable experience of owning and delivering on commercial goals, which has resulted in customer growth and retention.
- Excellent people management skills and experience building highly effective teams.
- The ability to create a strong and positive team culture (conducting regular 1-1s and team meetings, ensuring decisions, plans, goals are shared, and that issues are resolved in a timely manner).
- Exceptional customer relationship skills, with the ability to develop and build profitable and successful working relationships with executive stakeholders.
- Excellent interpersonal skills (self‑awareness, empathy, approachable conflict resolution, negotiation, influencing skills, diplomacy, tact, etc.) and the ability to collaborate effectively across teams.
- Empathy for customers along with passion for revenue and growth.
- Strong analytical skills and a process‑oriented mindset.
- Be tech savvy and have a genuine interest in software and products. Benefits
- Novated leasing via salary packaging.
- Employee Assistance Program (24/7 confidential support on relationships, bereavement, finances).
- Generous Parental Leave Program.
- Paid Volunteer Leave Days.
- Public Holiday Exchange Scheme.
- Talent Referral Program
- get rewarded for referring a friend to join our team.
- Casual dress and relaxed office environment.
- Fun team camaraderie and events.
- Opportunities for career progression and development.
- Diverse training & internal networking opportunities across all of our product lines.
- Service recognition awards. Equal Opportunity Statement Simpro, AroFlo, BigChange & ClockShark are equal opportunity employers with a best‑of‑class onboarding program and supportive team environments. We embrace and support culture diversity and Equal Employment Prospect. Aboriginals, Torres Strait Islanders and minority groups are encouraged to apply. #J-18808-Ljbffr Apply on Kit Job: kitjobau.com/job/3rvqup