Offer summary

Qualifications:

Proven experience in account management or a related field, preferably in SaaS or technology sectors., Strong leadership skills with experience in mentoring and managing teams., Excellent communication and interpersonal skills to build relationships with clients., A proactive approach to problem-solving and customer success..

Key responsabilities:

Lead and mentor a team of Account Managers to achieve performance targets.

Maintain and grow relationships with existing customers, understanding their needs.

Conduct regular meetings with clients to ensure satisfaction and identify new opportunities.

Collaborate with internal teams to align on customer needs and deliver solutions.

Job description

Full time roll, contract based for remote Europe or employment in UK, occasional travel required

About Us

TrustFlight provides innovative systems to improve safety, compliance and efficiency within the aviation industry. Our software supports some of the largest business aviation operators, training organisations and airlines around the world. As we continue to grow and expand our presence globally, we are seeking a dedicated Account Manager to nurture and grow relationships with our existing customer base.

Role Overview

As the Lead SaaS Account Manager, you will take a strategic leadership role in managing and developing key client relationships while overseeing a small team of Account Managers. You will be responsible for ensuring our clients receive exceptional service, driving account growth, and leading a high-performing team. Your primary objectives will include managing existing client accounts, identifying opportunities for upselling and cross-selling, ensuring client satisfaction and retention, and mentoring your team to achieve their targets. You will act as the main point of contact for all account-related queries and are expected to gain a deep understanding of our products and services. The ideal candidate will have a passion for customer success, strong communication skills, and a proactive approach to account management.

Key Responsibilities

Lead, mentor, support and grow a small team of Account Managers, ensuring they achieve performance targets and deliver exceptional customer service.
Maintain and grow relationships with existing customers, understanding their business needs and objectives to ensure alignment with our solutions.
Regularly meet with clients through virtual and face-to-face meetings to ensure they are satisfied with our services and to discuss potential for new opportunities.
Achieve assigned targets for sales volume and strategic objectives in assigned accounts while also driving team-wide performance.
Collaborate with internal teams, including Sales, Customer Success, Marketing, Finance and Product, to ensure alignment and support in meeting customer needs and objectives.
Manage and solve conflicts with clients, ensuring that all client issues are dealt with efficiently and effectively.
Educate customers on the features and benefits of our solutions and updates to maximise their usage and satisfaction.
Liaise between the customer and internal teams to ensure the timely and successful delivery of our solutions according to customer needs and objectives.
Act as a point of escalation for more complex client queries.
Provide regular updates and reporting on account health, renewal forecasts, and upsell opportunities to senior management.
Drive best practices in account management and develop strategies to enhance customer satisfaction, retention, and revenue growth.