Head of Key Account Management

We’re obsessed with growth. From enabling companies to flourish, to helping careers bloom. 

SupportNinja was founded in 2015 to help companies solve for scale and connect them with a wider world of talent. Our vision is to show the world a better way to grow by developing the best people, implementing the latest technology, and challenging the status quo.

SupportNinja is a new kind of BPO. Our vision is to show the world a better way to outsource by developing the best people, implementing the latest technology, and challenging the status quo. SupportNinja helps fast-growing tech companies by providing around-the-clock outsourced support, lead generation, customer service and community management. 

As a Ninja, you are guaranteed a culture dedicated to our core values: Employee Focused, Always Be Humble, Improve Everyday, Compassionate Candor, and Collectively Bring Joy.

Job Overview: SupportNinja is seeking a highly motivated and experienced Head of Account Management to join our Revenue team. As the Head of Account Management at SupportNinja, you will assume a pivotal role in shaping the success of our client relationships and revenue growth. This position demands a strategic thinker with a proven track record in account management, a keen understanding of client needs, and a relentless commitment to driving customer value and satisfaction. You will be responsible for the management of our Key Account Team and report to the Director of Revenue Enablement. Key to your success will be hitting all growth metrics and decreasing churn across our client base. 

What does a day in the life of a Head of Key Account Management look like?

• Cultivate and nurture strong, long-lasting relationships with all clients, acting as the primary liaison between SupportNinja and our clients.
• Deeply understand our clients’ business objectives and challenges, ensuring that our services contribute to their success and deliver quantifiable value.
• Develop and execute comprehensive account plans, outlining strategies for upsell, cross-sell, and overall revenue expansion.
• Identify and pursue new business opportunities within existing accounts.
• Drive the Key Account Management team performance to hit all growth targets.
• Implement proactive measures to identify and mitigate potential sources of churn.
• Ensure any churn risks are given top priority and create proactive save plans for these risks.
• Analyze client feedback and performance data to address issues promptly and enhance overall satisfaction.
• Collaborate closely with our Service Delivery team to proactively identify churn risks in order to mitigate these.
• Build, Launch and maintain a Customer Health Score Program to increase visibility on customer churn risks and identify growth opportunities. 
• Lead initiatives to enhance the overall client experience and satisfaction, ultimately driving an increase in Net Promoter Scores.
• Work cross-functionally to address areas for improvement and implement solutions that elevate NPS.
• Forge a seamless and collaborative relationship with the Service Delivery team.
• Ensure that client expectations are met or exceeded by coordinating closely with Service Delivery to deliver high-quality support solutions.
• Hold Service Delivery Team accountable for any dips in performance metrics
• Team Leadership:
• Lead, inspire, and mentor a team of Account Managers, fostering a culture of excellence and continuous improvement.
• Provide guidance and support to ensure the team meets and exceeds revenue targets and client satisfaction goals.
• Utilize data-driven insights to develop and refine account management strategies.
• Collaborate with the executive team to align account management goals with broader organizational objectives.
• Develop and implement initiatives to enhance customer retention rates.
• Proactively address client concerns and challenges to reinforce their commitment to SupportNinja
• Work to always ensure our clients are advocates for SupportNinja through the development and promotion of a referral program. 

What are the required qualifications of a Head of Key Account Management?

• Minimum of 8 years of progressive experience in account management, with at least 3 years in a leadership role.
• Demonstrated success in driving revenue growth and client retention.
• Familiarity with the outsourcing and customer support industry is highly desirable.
• Proven ability to lead and inspire a high-performing team.
• Strong coaching and mentoring skills to develop the capabilities of the team.
• Exceptional communication and interpersonal skills.
• Ability to convey complex ideas and strategies effectively to both internal teams and external clients.
• Strong analytical skills with the ability to interpret data, identify trends, and make strategic recommendations.

Ninja Perks and Benefits

● Competitive compensation

● Paid time off, birthday leave

● Bonus and incentive plans

● Opportunities for skills training and personal and professional development

● Employee Referral Program

 Experience so you can have . Discover ! Are you ready?

Disclaimer:

The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary.

SupportNinja is proud to be an Equal Employment Opportunity employer and we do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, veteran status, disability, or other applicable legally protected characteristics under federal, state, or local law.