Strategic Account & Delivery Manager

Description

This role combines looking after a set of key customer accounts with delivering their projects and initiatives. You are the main business contact for these customers and work to grow their success, delivery outcomes, retention, and cross-sell and upsell across the company's product suite.

Responsibilities

• Look after a portfolio of key accounts and build relationships with both executive and day-to-day contacts.
• Run regular business reviews and account planning, and keep growth plans and customer roadmaps current.
• Serve as the first point of escalation and a trusted adviser to customers.
• Protect renewals and long-term partnership growth, and support contract and commercial discussions.
• Spot cross-sell and upsell chances and work with Sales and Product to present additional solutions.
• Help meet revenue growth targets.
• Lead implementation, upgrade and transformation projects, managing plans, timelines, budgets, risks and resources.
• Align internal and customer stakeholders and provide structured reporting and governance.
• Keep delivery within scope, schedule and budget.
• Coordinate service improvements and escalations, monitor service performance and satisfaction, and drive adoption and measurable business value.
• Carry customer requirements into internal discussions.

Requirements

• At least 5 years in account management, customer success or project management.
• Experience in SaaS, software or technology environments.
• Solid commercial awareness and business judgement.
• Strong stakeholder management and communication skills.
• Working knowledge of Agile, Scrum or PRINCE2.