Jobs and Careers
CO
Head of Account Management (US)
ControlUpFort Lauderdale, United Statesfull_timeVerifiedPosted 18 Jan 2024
About the role
ControlUp is growing and we have ambitious plans for 2024! To support this growth, we are looking for a talented leader to head up a newly formed Account Management team for the US.
About UsA successful and fast-growing company, ControlUp is reshaping IT Operations by helping this function deliver a world-class Digital Employee Experience (DEX). With Over 1800 customers worldwide, ControlUp’s mission is to dominate the DEX category with our suite of products that provide real-time analytics and remediation capabilities that support employees interacting with any application, on any device, anywhere.
The RoleThis role is brand new for 2024 and reports to the Global VP of Customer Experience. At its core, the role carries the responsibility for renewing our book of business in the United States. The Account Management function supports new business sellers across geographically assigned teams (PODs) to maximize revenue by ensuring customer value is at the heart of everything we do.
Managing a team of 5, the Head of Account Management will lead by example, supporting one or more PODs with renewals and expansions as well as providing mentorship to the team they serve. The role of Account Manager varies depending on the size of the customer. In some cases the role requires pure commercial acumen; in others the Account Manager will take end-to-end responsibility for the customer journey. In all cases, Account Managers need to work in partnership with the other POD members to ensure risks are identified and mitigated, and that every customer gets maximum value from their ControlUp solution.
Who we’re looking forThe successful applicant will be a ‘people person’ first and foremost. Exhibiting leadership qualities underpinned with empathy, you will have the ability to move quickly from mentoring and supporting team members to understanding customer motivations and developing win-win sales strategies.
As someone with tremendous commercial acumen you will use your interpersonal skills to build and develop enduring relationships with customers and partners, acting as their trusted advisor and understanding their unique business challenges. Internally, you will develop strong partnerships across the business, including US-based team members as well as peers across the globe as you have a global mindset who embraces and leverages diversity. With a growth mindset, you are comfortable with ambiguity and change and always willing to lead by example. You are excited by the opportunity to get hands-on, develop new processes and be a thought-leader whose mission is to help their team exceed targets and whose approach is aligned with our corporate values.
ResponsibilitiesAlongside your team, you will:- Engage with customers to align customer goals with our solutions- Work closely with CSMs, Solution Engineers and Professional Services in pursuit of a superlative customer experience- Ensure account retention, development, and growth of lifetime customer value across portfolio- Drive customer use and adoption of software to ensure maximum license utilization by facilitating successful onboarding and adoption of software leading to retention, upsell and cross-sell opportunities- Support POD teams to expand and grow customer accounts by identifying customer needs and educating and selling additional products in our software portfolio- Monitor and report customers product experiences and provide consultation and recommendations to improve performance and successAs a manager, you will:- Deliver weekly forecasts on renewals, expansions and risk across the US portfolio- Provide line management to your team, including coaching, mentoring and knowledge transfer- Collaborate with new business sales leaders on strategies for key accounts- Cooperate with peers across the Post Sales organization and support cross-functional initiatives
Requirements- 7+ years of experience working in fast-growing SaaS businesses, ideally with more than $40m ARR- 3+ years of demonstrated success in leading Customer Success, Account Management or Renewals teams- Prior responsibility for a portfolio of more than 1000 accounts across all segments / verticals- Intimate knowledge of MEDDIC/MEDDPICC sales methodologies and value selling - Exceptional interpersonal and communication skills with the ability to influence decision-making at all levels- Proven ability to conduct seven-figure renewal negotiations- Excellent organizational and time management skills with a focus on the details and maintaining accurate forecasts- Prior experience delivering management reporting and business insights- Travel may be required (up to 25%)
Preferred Experience / Qualifications- Experience working in or with organizations that have large IT departments- Knowledge of IT Operations with exposure to Microsoft/Citrix/VMware VDI technologies- Familiarity with DEX and how to position its value- MEDDIC/MEDDPICC certified- Additional lang
About UsA successful and fast-growing company, ControlUp is reshaping IT Operations by helping this function deliver a world-class Digital Employee Experience (DEX). With Over 1800 customers worldwide, ControlUp’s mission is to dominate the DEX category with our suite of products that provide real-time analytics and remediation capabilities that support employees interacting with any application, on any device, anywhere.
The RoleThis role is brand new for 2024 and reports to the Global VP of Customer Experience. At its core, the role carries the responsibility for renewing our book of business in the United States. The Account Management function supports new business sellers across geographically assigned teams (PODs) to maximize revenue by ensuring customer value is at the heart of everything we do.
Managing a team of 5, the Head of Account Management will lead by example, supporting one or more PODs with renewals and expansions as well as providing mentorship to the team they serve. The role of Account Manager varies depending on the size of the customer. In some cases the role requires pure commercial acumen; in others the Account Manager will take end-to-end responsibility for the customer journey. In all cases, Account Managers need to work in partnership with the other POD members to ensure risks are identified and mitigated, and that every customer gets maximum value from their ControlUp solution.
Who we’re looking forThe successful applicant will be a ‘people person’ first and foremost. Exhibiting leadership qualities underpinned with empathy, you will have the ability to move quickly from mentoring and supporting team members to understanding customer motivations and developing win-win sales strategies.
As someone with tremendous commercial acumen you will use your interpersonal skills to build and develop enduring relationships with customers and partners, acting as their trusted advisor and understanding their unique business challenges. Internally, you will develop strong partnerships across the business, including US-based team members as well as peers across the globe as you have a global mindset who embraces and leverages diversity. With a growth mindset, you are comfortable with ambiguity and change and always willing to lead by example. You are excited by the opportunity to get hands-on, develop new processes and be a thought-leader whose mission is to help their team exceed targets and whose approach is aligned with our corporate values.
ResponsibilitiesAlongside your team, you will:- Engage with customers to align customer goals with our solutions- Work closely with CSMs, Solution Engineers and Professional Services in pursuit of a superlative customer experience- Ensure account retention, development, and growth of lifetime customer value across portfolio- Drive customer use and adoption of software to ensure maximum license utilization by facilitating successful onboarding and adoption of software leading to retention, upsell and cross-sell opportunities- Support POD teams to expand and grow customer accounts by identifying customer needs and educating and selling additional products in our software portfolio- Monitor and report customers product experiences and provide consultation and recommendations to improve performance and successAs a manager, you will:- Deliver weekly forecasts on renewals, expansions and risk across the US portfolio- Provide line management to your team, including coaching, mentoring and knowledge transfer- Collaborate with new business sales leaders on strategies for key accounts- Cooperate with peers across the Post Sales organization and support cross-functional initiatives
Requirements- 7+ years of experience working in fast-growing SaaS businesses, ideally with more than $40m ARR- 3+ years of demonstrated success in leading Customer Success, Account Management or Renewals teams- Prior responsibility for a portfolio of more than 1000 accounts across all segments / verticals- Intimate knowledge of MEDDIC/MEDDPICC sales methodologies and value selling - Exceptional interpersonal and communication skills with the ability to influence decision-making at all levels- Proven ability to conduct seven-figure renewal negotiations- Excellent organizational and time management skills with a focus on the details and maintaining accurate forecasts- Prior experience delivering management reporting and business insights- Travel may be required (up to 25%)
Preferred Experience / Qualifications- Experience working in or with organizations that have large IT departments- Knowledge of IT Operations with exposure to Microsoft/Citrix/VMware VDI technologies- Familiarity with DEX and how to position its value- MEDDIC/MEDDPICC certified- Additional lang
Apply for this role
Generate a tailored application kit with a matched cover letter, interview prep, and CV highlights — in under 60 seconds.
Apply Now →Generate Application KitFree account required — sign up in 30s