Account Director

Ronald James Ltd.; Newcastle upon Tyne; On-site; GBP 90,000 - 120,000; Full time

Job summary

Ronald James Ltd. in the United Kingdom seeks an Account Director to lead customer relationships, drive renewals and expansion across diverse industries within the edtech space.

You will own the customer lifecycle, collaborate with Product, Sales and Support teams, and develop strategies to maximise customer value, adoption and retention while balancing revenue targets and risk across a matrix organisation.

Qualifications

• Proven experience in account management within the learning technology industry.
• Ability to balance revenue and retention targets while driving customer satisfaction and managing risk.
• Customer-centric with a passion for delivering exceptional customer experiences and understanding the customer lifecycle.
• Strong communication with internal and external stakeholders to drive collaboration and build cross-functional working groups.
• Ability to proactively map out your account list to identify expansion opportunities.

Responsibilities

• Build, maintain and expand strong, trust-based relationships with key stakeholders within customer organisations.
• Understand client objectives, challenges and opportunities to effectively position the company’s solutions.
• Effectively and proactively identify upsell and cross-sell opportunities within existing accounts.
• Develop account strategies and plans that support the business objectives of customers as well as the company’s overall goals.
• Collaborate with Product, Sales and Marketing teams to develop strategies for organic growth.
• Proactively manage the renewal process for subscription-based clients.
• Build a strong value-based proposition for customer renewals, anticipating and mitigating potential renewal challenges and ensuring a high renewal rate.
• Facilitate de-escalation and return-to-health plans for customers.
• Work collaboratively with all functions to plan, execute and consult on solving key customer challenges and risks.
• Bring the right people to the right conversations and drive matrix teams to achieve positive outcomes.
• Collaborate closely with Professional Services, Customer Success and Customer Support teams to ensure a cohesive approach to account management.
• Maximise customer satisfaction and deliver exceptional, demonstrable value throughout the customer journey.
• Develop a deep understanding of the company’s solutions and future innovations.
• Clearly communicate the value proposition of the company’s solutions to customers.
• Collaborate closely with Customer Impact to track and monitor key performance indicators related to account health, adoption, engagement and success metrics.
• Showcase the impact on customer satisfaction, retention and revenue growth.
• Utilise data insights to identify trends, opportunities and areas for improvement.
• Stay updated on industry trends, market competition and emerging technologies.
• Provide strategic insights to customers.
• Propose and drive enhancements to optimise Account Management processes and overall efficiency.

Skills

Account management

Customer success

Stakeholder management

Upsell opportunities

Renewals focus

Cross-functional collaboration

Job description

We’re looking for an Account Director to join a company within the edtech space. The Role As an Account Director, you will play a pivotal role in growing the customer base, driving customer satisfaction, account expansion, managing risk, renewal and retention. You will be customers' main point of contact, responsible for cultivating strong relationships across diverse industries, understanding their unique needs, and ensuring the successful adoption and utilisation of the company’s solutions in order to secure renewals, working with internal experts.

About You

• Proven experience in account management within the learning technology industry.
• Able to demonstrate success in balancing revenue and retention targets while driving customer satisfaction and managing risk and escalation with a matrix team.
• Customer‑centric with a passion for delivering exceptional customer experiences and a deep understanding of the customer lifecycle.
• Interested in the challenges customers face, how to solve them and the latest trends within the industry.
• Organised, methodical, agile and adaptable to changing priorities and requirements.
• Comfortable with ambiguity and highly self‑motivated.
• Able to communicate confidently and effectively with internal and external stakeholders to drive collaboration and build cross‑functional working groups.
• Ability to drive accountability and execute actions through collaborative plans and facilitate resolutions across multiple stakeholder groups.
• Ability to proactively map out your account list to identify expansion opportunities.

Key Responsibilities

• Build, maintain and expand strong, trust‑based relationships with key stakeholders within customer organisations.
• Understand client objectives, challenges and opportunities to effectively position the company’s solutions.
• Effectively and proactively identify upsell and cross‑sell opportunities within existing accounts.
• Develop account strategies and plans that support the business objectives of customers as well as the company’s overall goals.
• Collaborate with Product, Sales and Marketing teams to develop strategies for organic growth.
• Proactively manage the renewal process for subscription‑based clients.
• Build a strong value‑based proposition for customer renewals, anticipating and mitigating potential renewal challenges and ensuring a high renewal rate.
• Facilitate de‑escalation and return‑to‑health plans for customers.
• Work collaboratively with all functions to plan, execute and consult on solving key customer challenges and risks.
• Bring the right people to the right conversations and drive matrix teams to achieve positive outcomes.

Collaboration & Continuous Improvement

• Collaborate closely with Professional Services, Customer Success and Customer Support teams to ensure a cohesive approach to account management.
• Maximise customer satisfaction and deliver exceptional, demonstrable value throughout the customer journey.
• Develop a deep understanding of the company’s solutions and future innovations.
• Clearly communicate the value proposition of the company’s solutions to customers.
• Collaborate closely with Customer Impact to track and monitor key performance indicators related to account health, adoption, engagement and success metrics.
• Showcase the impact on customer satisfaction, retention and revenue growth.
• Utilise data insights to identify trends, opportunities and areas for improvement.
• Stay updated on industry trends, market competition and emerging technologies.
• Provide strategic insights to customers.
• Propose and drive enhancements to optimise Account Management processes and overall efficiency.

Ready to make your next move? Apply today.