Official Specifications
Role Overview & Mandate
Executive Summary
Working at Adaptavist Adaptavist is a global software innovator, enabling organisations to digitally...
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Working at Adaptavist
Adaptavist is a global software innovator, enabling organisations to digitally transform how they collaborate and get work done. Founded in 2005 and with a growing global reach, our customers cut across every major industry and include more than half of all Fortune 500 companies.
Today, Adaptavist leverages its deep technical understanding of Atlassian and innovative partnership with Slack to help organisations embrace new ways of working to achieve competitive advantage.
Through trusted consultancy, app development, training, hosting, and licensing solutions, Adaptavist has established itself as the go-to partner of choice within the Atlassian Ecosystem.
About the team
As our new Head of Account Management, your core duty will be to oversee global Account Managers who are responsible for expanding, penetrating, and protecting key accounts while ensuring a positive customer experience. This role will lead and shape the Account Management team, consisting of Standard and Senior Account Managers and their Team Leaders across the globe. The current team is split across Canada, the USA, Germany, Netherlands, and the UK.
We're open to candidates in any of the above locations, there is one Head of Account Management role, but we have advertised in multiple countries.
About the role
One of this role's key outcomes is to understand, manage, and optimise our customer lifecycles and lifetime value. To do this you'll be required to identify customer growth opportunities and shape the programmes to increase business value, which in turn will drive the business to improve net renewal rates.
We're looking for you to also promote and cross sell our products to existing customers to help them realise the benefits. Ultimately, this role will be instrumental in driving successful customer outcomes, through strategic business transformation and revenue expansion by driving engagement, success, retention, and growth of Adaptavist product customers.
What you'll be doing
Leadership, Team and Strategy
- Shaping an overall strategic plan for the customer success organisation, focusing on customer outcomes, product adoption, and customer growth
- Managing and developing the team's talent - leading, recruiting, retaining, and developing a high performing team of teams across the globe, including 24x7 teams in America, Europe and Asia
- Setting, balance and report on the priorities and objectives for the team
- Working with product leadership to deliver on agreed targets
- Architecting the customer success organisation, tools and processes to support scale, offering the right balance of support to our different customer sizes (from free to large enterprise)
- Ensuring appropriate support for the different stage opportunities in products, from early stage pre-chasm development products, to high growth, to mature and decline
- Future scanning to ensure our customer success organisation, tools, and processes respond and change to the changing best practises, our customers changes, and those of our ecosystem partners.
Collaboration, Operation and Improvement
- Improving our operational practices to support better customer and business outcomes both in and out of the product organisation, improving the customer journey
- Ensuring customer feedback is communicated throughout the business and used to improve the organisation
- Developing, measuring, and improving appropriate metrics and KPI (both historical and forward looking measures), including the conversion rate from evaluation to sale, and monthly and annual renewal rates
- Representing the voice of the customer and influencing a customer centric mindset across adaptavist, including product management, marketing, sales, product design, and the high touch sales and partner teams
- Collaborating with the product design teams to improve the customer experience
- Collaborating with our external solution partners, technical partners, and Atlassian to ensure we have a holistic view on customer success
What we're looking for
A strong customer advocate with the ability and desire to engage directly with customers- Proven experience leading customer success, account management or professional services through growth, preferably in a SaaS or subscription enterprise software company
- Collaborative approach to leading and inspiring teams to work collaboratively
- Proven experience working with Senior Management and C-level stakeholders to deliver on programs of work
- Driven to set and accomplish complex goals.
- Excellent interpersonal skills, both written and verbal, enabling you to work across a range of functions, teams and seniority
- Experience with educating stakeholders
- Technology vertical and SaaS experience, with an ability to speak to technical customers
#LI-BR1
At Adaptavist, we are committed to promoting a diverse and inclusive community, and believe this positively impacts both the creation of our innovative products and our delivery of bespoke solutions to our global customers and our own unique culture. We encourage all qualified applicants, regardless of age, disability, race, sexual orientation, religion or belief, sex, gender identity, pregnancy and maternity, marriage, and civil partnership status. From our family-friendly policies to our flexible work environment we offer a range of benefits and policies in order to support staff from all different backgrounds. If you have any questions, please do ask us.
We look forward to your application!
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