Head of Account Management

Pinnacle is recruiting for a Head of Account Management (CAM) to oversee and develop the long-term customer relationships through the effective management of the CAM team whilst driving Pinnacle’s expansion ambitions to ensure satisfaction, growth, profitability and ultimately retention.

This role involves strategic planning, delivering effective communication, and collaboration with cross-functional teams to deliver exceptional service and achieve both customer and Pinnacle goals.

Reporting to the Sales Director you will take ownership of the customer relationship across Pinnacle’s product portfolio including Sage 200, Sage Intacct, and Acumatica while developing our MITS, Digital Transformation and ISV offerings.

Key responsibilities

CAM Management

• Effective management of the CAM team to ensure each member reaches their potential to meet the objectives and targets set.
• Team Leadership: Providing clear direction, guidance, and support to your team members to ensure they understand their roles, responsibilities, and objectives.
• Performance Management: Setting performance targets and KPIs for the team and individual team members, regularly monitoring performance, and providing feedback and coaching to help them improve.
• Continuously develop Pinnacle’s strategy regarding Customer Engagement.
• Process Improvement: Continuously evaluating and optimising customer management processes and procedures to enhance efficiency, effectiveness, and customer experience.
• Meet personal and team objectives and KPIs.
  
  

Customer Relationship Management

• Build and maintain strong, trusting relationships with our customers.
• Understand customers' objectives, needs, and challenges to provide tailored solutions.
• Act as the main point of contact between the customer and the company.
  

Strategic Account Planning

• Develop and implement strategic account plans to achieve customer objectives and revenue targets.
• Identify growth opportunities within existing customer accounts.
• Manage the four pillars Retain/Expand/Upgrade/Migrate.

Team Collaboration

• Collaborate with internal teams such as marketing, sales, professional services, digital transformation, MITS and customer support to deliver on customer commitments.
• Manage the Pinnacle Direct Team working closely with and mentoring the Pinnacle Direct Team Leader.
• Work alongside the newly appointed “Customer Success Leader” to achieve Customer satisfaction and retention.
• Provide guidance and support to internal teams to ensure successful execution

Financial Management

• Manage account forecasts.
• Ensure profitability and revenue growth within assigned customer accounts.
• Manage customer tiering.

Communication

• Regularly communicate with customers to provide updates, address concerns, and gather feedback.
• Present reports and insights to demonstrate the value delivered.
• Being an external Pinnacle ambassador – with an external customer focus, you must ensure that you embrace and promote the culture, values and behaviours that make Pinnacle unique.

Problem Resolution

• Build and agree process controls with the Customer Success Leader.

Market and Industry Knowledge

• Stay up to date with industry trends and market developments.
• Provide customers with insights and recommendations based on industry knowledge.
• Collaborate with the Product Manager to continuously review the product and service offerings to customers and to help in the evaluation of potential new solutions to broaden the portfolio.

Contract Management

• Oversee contract negotiations, renewals, and amendments.
• Ensure compliance with contractual agreements.
  
  

Performance Metrics

• Establish and track key performance indicators (KPIs) to measure the success of client accounts feeding into the overall Sales and Marketing KPI reporting.
• Continuously improve customer satisfaction and account performance.

Travel required – to attend partner, team customer meetings, events.

We are looking for someone who can demonstrate delivering Customer value, while also establishing and sustaining a strong customer success culture in rapidly growing environment. You will have: -

• A track record of high achievement in an Account Management role ideally within the ERP, SaaS, or consultancy sectors.
• 10+ years of business experience. Can demonstrate business acumen, in high technology and subscription-based software settings.
• Experience working with senior (C-Level) executives and within cross functional teams
• Demonstrate experience in key success metrics including retention of revenue, expansion of revenue and customer retention and satisfaction.
• We see the successful candidate to have behaviours, values and skills in line with Pinnacle’s values and ethos.

If you are an experienced account manager looking for your next promotion or are already an experienced leader with a passion for driving customer success, we encourage you to apply for this exciting opportunity. We offer a competitive package, comprehensive benefits, and a dynamic and innovative work environment.