Senior Account Manager

"At Klipboard we've introduced a flexible hybrid work policy, where employees spend three days in the office and two days working from home. This approach promotes a balanced work environment that combines office collaboration with the comfort and convenience of remote work."

Klipboard provides specialist software, services and support to deliver fully integrated trading and business management solutions to companies in the distributive trade – wherever they are in the world. With a unique depth of knowledge and experience in ERP/SaaS solutions, Klipboard has a wide range of clients includes wholesalers, distributors, merchants and retailers from small traders to multinational enterprises. Klipboard has offices in the UK, Ireland, The Netherlands, South Africa, Kenya and North America. Our mission is simple: to design and deliver high performance, integrated ERP solutions that enable our distributive trade customers to source effectively, stock efficiently, sell profitably and service competitively.

Klipboard is a global, growing business that embraces AI and emerging technologies to enhance customer outcomes, collaboration, and continuous improvement. We’re looking for people who are curious about or fluid with AI, open to change, and excited to learn how technology can improve the way we work and help our customers which is always supported by strong human insight and communication.

The Senior Account Manager is responsible for the commercial success, retention and growth of a portfolio of strategic Klipboard Rental customers across Australia and New Zealand.

The role acts as the executive owner of assigned accounts, driving customer outcomes, protecting recurring revenue, identifying expansion opportunities and ensuring customers maximise value from their investment in Klipboard solutions. This is a senior, credibility-led role and is expected to operate confidently and persuasively with C-level and senior executive stakeholders, defend Klipboard’s position against competitive threats, and lead complex commercial negotiations without close supervision.

The role works closely with Professional Services, Support, Product, Customer Success and Sales Leadership to develop and execute account growth plans while maintaining strong executive relationships within customer organisations.

Key Responsibilities: 

Revenue Retention & Growth

• Deliver annual ARR retention and growth targets across assigned accounts. 
• Own all renewal activity within assigned accounts. 
• Identify and close expansion opportunities to introduce applicable solutions from Klipboard Global product suite 
• Develop and maintain account growth plans for all strategic customers.
• Build commercial structures that strengthen long-term customer commitment (e.g. enterprise agreements, alternative pricing models), positioning Klipboard as the preferred long-term technology partner for strategic accounts.

Executive Relationship Management

• Build and maintain relationships from operational users through to C Level executives. 
• Establish regular executive business reviews with strategic customers. 
• Understand customer business objectives, challenges and future initiatives. 
• Position Klipboard as a strategic technology partner.

Account Planning

• Maintain documented account plans for all strategic accounts. 
• Produce quarterly account reviews covering: 
  • Commercial performance 
  • Product adoption 
  • Risks 
  • Opportunities 
  • Strategic initiatives 
• Ensure CRM records, forecasts and account plans remain accurate and current

Success Measures

• Gross and net revenue retention (%) across assigned portfolio against target
• Expansion ARR closed against target
• Number and outcome of executive business reviews conducted per quarter
• Reduction in at-risk/churn-flagged accounts within portfolio over time

Customer Advocacy & Escalation Management

• Act as the commercial escalation point for assigned customers. 
• Coordinate internal resources to resolve critical customer issues. 
• Drive customer satisfaction and reduce churn risk. 
• Identify accounts at risk and implement recovery plans.

Internal Stakeholder Management

Work closely with: 

• Professional Services 
• Customer Success 
• Support 
• Product 
• Sales Leadership 
• Ensure customer commitments are tracked and delivered. 
• Advocate for customer requirements internally.

Forecasting & Reporting

• Maintain accurate monthly forecasts. 
• Report on: 
  • Renewal pipeline 
  • Expansion pipeline 
  • Churn risk 
  • Customer health 
  • Strategic account activity

Skills, Knowledge and Experience: 

Essential

• 5+ years in a senior account management, key account or strategic customer success role within enterprise software, with direct personal accountability for a revenue retention or expansion target
• Demonstrated experience leading commercial negotiations directly with C-level and senior executive stakeholders, including contract restructuring, pricing models or enterprise agreements
• Proven ability to build credibility and influence at C-level, evidenced by examples of running executive business reviews or equivalent senior governance forums
• Proven success growing existing customer revenue
• Experience managing complex customer operational environments
• Track record of strengthening customer commitment and securing long-term renewals, including building and presenting commercial proposals to senior leadership
• Strong understanding of the competitive vendor landscape and proven ability to articulate differentiated value to customers evaluating alternative solutions

Behavioural Competencies

• Executive presence and gravitas: comfortable challenging and being challenged by senior executives and CIOs/CEOs
• Commercially astute, able to construct and defend a business case under scrutiny from senior finance and leadership stakeholders
• Resilient under pressure, with sound judgement to navigate complex, politically sensitive stakeholder environments

Desirable

• Rental, Asset Management or related industry software experience
• Understanding of digital transformation projects 
• Awareness of the competitive landscape, including emerging AI-led offerings, and how to position against them commercially

Company Info

You may also have seen from our recent posts that we are excited to begin sharing our new company name – Klipboard. Kerridge Commercial Systems (KCS) is becoming Klipboard and our new brand is designed to bring together our expertise across distribution, automotive, retail, rental, transport management, manufacturing, and field service management. We have offices based across the world and we are looking for talented individuals to join our growing teams. Due to our growth over the last few years it is an exciting time to join us as we enter our next chapter! At Klipboard we've introduced a flexible hybrid work policy, where employees spend three days in the office and two days working from home. This approach promotes a balanced work environment that combines office collaboration with the comfort and convenience of remote work."

Equal Opportunities

As a global company, we value and respect the diversity of our workforce, aiming to empower everyone to embrace each other's differences. We are committed to creating an inclusive workplace where diversity, equity, and inclusion are integral to our company and culture. We recognize the benefits of a diverse workforce, where creativity and valuing differences enable us all to thrive and sparks innovation.

If you require any help, adjustments and/or support during the interview and offer process then please advise our TA or HR team. 

Research shows that women and other underrepresented groups are less likely to apply for a role unless they meet every listed requirement. However, we recognise that skills and experience come in many forms, and we encourage you to apply even if you don’t meet every criterion. If you are passionate about this role and believe you have the right mindset and transferrable skills, we would love to hear from you!

To all recruitment agencies: Klipboard does not accept agency speculative resumes. At present we only accept CV’s from Agencies on our PSL who have been assigned specific position/s. Please do not forward resumes to our careers site or direct to Klipboard employee as this does not constitute an introduction and Klipboard retrospectively will not be liable for any candidate ownership or fees related to unsolicited resumes. 

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