- Lead a team of CSMs and drive performance across a defined portfolio of accounts; retention, expansion and overall client health.
- Step into complex client situations and ensure issues are resolved quickly and effectively.
- Synthesize feedback, patterns, and friction points across your accounts and translate that into clear insights for Product, Operations, and Sales.
- Coach CSMs on account ownership, communication, and execution.
- Develop playbooks, glossaries, and shared frameworks to create consistency across account management.
- Lead strategic account planning, QBRs, and ongoing engagement while partnering with Sales.
- Define and ensure team adherence to account management and communication standards.
- Ensure account coverage, prioritization, and focus align to account size, complexity, and growth opportunity.
- Collaborate with Sales, Product, and Operations to influence business strategy.
People ManagementAccount ManagementCRM+1 more