Head of Account Management

Head of Account ManagementLocation: Remote
Reporting to: VP Customer Experience
Permanent role

About Jadu

Jadu is on a mission to create the world’s most accessible digital platform. We are committed to delivering high-quality, accessible software solutions, focusing on the needs of local government and public sector customers. Our aim is to drive open collaboration and innovation, helping to set new standards in digital service delivery. We value our customers, team, and the impact we can make together.

Our team is global and remote-based, with expertise in delivering global technical projects. We work alongside design and digital experts, as well as our implementation teams, to continuously improve digital services. At Jadu, we believe in putting users first and fostering continuous improvement for the organisations we support.

Role Overview

As the Head of Account Management, you will lead our Account Management team, driving strategic customer relationships and ensuring exceptional service delivery. Your role will be central to retaining and expanding our customer base while providing management and direction to the Account Management team. You’ll work across all Jadu key accounts and will work closely with cross-functional teams to ensure customer satisfaction. You’ll report on the successes and challenges monthly to the VP of Customer Experience. 

Key Responsibilities

• Lead and Develop: Manage Jadu Account Managers, providing strategic guidance to ensure customer satisfaction and retention.
• Customer Retention and Growth: Develop and execute strategies to retain and grow key accounts, ensuring a high customer retention rate and maximising value per customer. Responsible for visibility of renewals and regular risk reports.
• Proactive Engagement: Build strong, sustainable relationships with customers, understanding their needs, identifying upsell opportunities, and ensuring satisfaction with our solutions.
• Customer Experience Data: Support the VP of Customer Experience providing customer data in terms of retention statistics, quote value and account planning, on a monthly basis. 
• Collaborative Leadership: Support the VP CX to act as a bridge between Customer Success, Support, Delivery, and Sales teams, ensuring seamless communication and delivery of solutions that meet customer needs.
• Strategic Sales Support: Take a lead on  escalations, develop sales quotes and proposals, and support complex bids, working closely with delivery teams for smooth project handovers.
• Customer Voice Champion: Ensure customer feedback and needs are channelled into product development and company strategy, advocating for the best outcomes for our customers.
• Commercial Accountability: Present the opportunity pipeline at sales meetings, ensure accurate deal tracking, and maintain updated account plans and customer information in HubSpot.

About You

• Proven experience in Global Account Management or a similar customer-facing role, ideally within the IT/Technical sector.
• Experience working with public sector customers is pivotal to thee role
• Demonstrated ability to build and maintain long-term customer relationships, with a proactive and proven approach to customer engagement.
• Strong leadership skills, with the ability to guide and mentor a team of Account Managers.
• Excellent communication skills, with the ability to understand customer needs, lead presentations, and collaborate across teams.
• A track record of achieving revenue growth through upselling, cross-selling, and strategic customer engagement.

Desirable Skills

• Experience working with digital and design agencies, content management systems, and CRM implementations.
• Understanding of website build, maintenance, and digital transformation projects.
• Familiarity with HubSpot or other CRM systems for managing customer information and sales pipelines.

Why This Role Matters

Jadu is a leader in customer experience and case management software, supporting millions of users daily. Our solutions are mission-critical for public services and transactions, and our customers trust us to guide them through long-term digital transformation. As Head of Account Management, you will be instrumental in maintaining that trust, ensuring our customers receive high-quality, empathetic support and that their voices are heard throughout Jadu.

Benefits

• Flexible working hours and remote-first approach
• A budget for personal development and training
• 25 days holiday plus bank holidays
• Family private health insurance, pension
• Comprehensive mental health and wellbeing support
• A world-leading bereavement policy and a culture that prioritises well-being