Overview
The Head of Account Management is responsible for driving client success, strategic account growth, and team performance.
This position oversees a portfolio of high-value clients, focusing on revenue retention, upsell opportunities, and the delivery of exceptional value that supports the company’s commercial objectives.
This role demands a blend of leadership acumen, strategic thinking, media expertise, and analytical capability to shape and execute plans that strengthen client partnerships and business growth.
Core Responsibilities
* Strategic Account Planning: Develop and implement account management strategies that deliver revenue growth and enhance client satisfaction. Create tailored action plans that align with client objectives and leverage CARMA’s social media intelligence tools.
* Client Relationship Management: Build and maintain high-level strategic relationships with key clients, including C-suite stakeholders, ensuring consistent value delivery and proactive issue resolution. Developing repeatable processes and engagement frameworks to position CARMA as a proactive value-based partner to our clients.
* Team Leadership and Development: Lead and develop an account management team of eight. Set team goals and KPIs, oversee hiring, and foster professional development through mentoring and coaching. Ongoing tracking of team performance through CRM system and reporting to Managing Director, Client Success.
* Performance Analysis and Reporting: Ongoing tracking of team performance through CRM system and reporting to Managing Director, Client Success.
* Cross-Functional Collaboration: Partner with New Business, Marketing, and Product teams to ensure client strategies align with broader company objectives and are delivered on time and to high standards. Working closely with the Head of Client Success and Head of Onboarding to improve processes and work flows to the benefit of the client journey.
* Budget Management: Manage account budgets, monitor profitability, and allocate resources effectively to achieve financial and operational targets.
* Innovation and Trend Awareness: Stay informed on emerging social media technologies, algorithm changes, AI advancements, and market trends to maintain competitive client strategies.
Key Skills and Attributes
* Leadership and Strategic Thinking: Proven ability to inspire teams, set clear direction, and make data-driven decisions.
* Communication: Exceptional written and verbal communication skills, with confidence in presenting to senior stakeholders.
* Problem-Solving and Adaptability: Resilient under pressure, capable of resolving client challenges effectively, and agile in responding to changing priorities