Manager, Account Management, AMER

📋 Description

• • Lead and inspire a high-performing team of Account Managers within the AMER region, fostering a culture of excellence, collaboration, and continuous improvement.
• • Drive the strategic direction and operational execution of the Account Management function, ensuring alignment with DoiT International's overarching sales objectives and growth targets.
• • Establish clear, measurable monthly and quarterly Key Performance Indicators (KPIs) in collaboration with sales leadership, and actively coach the team to not only meet but consistently exceed these critical benchmarks.
• • Oversee the day-to-day operations of the Account Management team, meticulously monitoring performance metrics and implementing proactive strategies to ensure business objectives are surpassed.
• • Identify individual and team training needs, providing targeted coaching and development opportunities focused on DoiT's proprietary processes, advanced sales methodologies, and essential soft skills to enhance overall team effectiveness.
• • Act as the primary point of escalation for complex deal-related challenges, conducting thorough deal reviews and providing timely discount approvals to empower the team and facilitate successful customer outcomes.
• • Partner with individual Account Managers to prepare and deliver impactful Quarterly Business Reviews (QBRs) to cloud vendors and mutual customers, showcasing value, identifying opportunities, and strengthening strategic partnerships.
• • Develop and refine standardized templates for customer reviews, ensuring consistent tracking of active project timelines, projected cloud platform spend, and qualitative feedback on DoiT's support and engagement levels.
• • Maintain an in-depth understanding and ownership of DoiT's Account Management strategy, including customer segmentation models and the critical Account Executive (AE) to Account Manager (AM) handoff process, to ensure the team manages a balanced and optimized book of business.
• • Champion the core mission of Account Management: to deepen customer engagement, drive significant growth, and ensure high retention rates within DoiT's existing customer base.
• • Collaborate seamlessly with cross-functional teams, including Sales, Marketing, Product, and Support, to ensure comprehensive input is gathered, customer strategies are well-understood, and a unified approach is presented to clients.
• • Cultivate strong, enduring relationships with key stakeholders within customer organizations, acting as a trusted advisor and strategic partner to understand their evolving business needs and cloud adoption journeys.
• • Analyze customer data and market trends to identify opportunities for upselling, cross-selling, and expanding DoiT's service offerings, thereby maximizing customer lifetime value.
• • Contribute to the continuous improvement of Account Management processes and playbooks, sharing best practices and insights across the global team.
• • Ensure the team is equipped with the latest product knowledge and industry insights to effectively communicate DoiT's value proposition and technical capabilities.
• • Foster a proactive and customer-centric mindset within the team, encouraging them to anticipate customer needs and deliver exceptional service.
• • Manage team resources effectively, ensuring optimal allocation to maximize coverage and impact across the customer portfolio.
• • Represent DoiT International at industry events and customer forums, enhancing brand visibility and strengthening market presence.
• • Drive adoption of DoiT's Cloud Intelligence solutions, helping customers leverage advanced technology and human expertise to achieve their business goals.
• • Monitor customer satisfaction levels and implement strategies to address any concerns, ensuring a consistently positive customer experience.
• • Support the recruitment and onboarding of new Account Managers, contributing to the continued growth and development of the sales organization.
• • Stay abreast of competitive landscape and market dynamics within the cloud services industry to inform strategic decision-making.
• • Empower the team to effectively navigate and resolve complex technical and business challenges faced by customers in multi-cloud environments.
• • Ensure the team consistently demonstrates a deep understanding of cloud technologies, including Kubernetes, GenAI, and CloudOps, to provide expert guidance.
• • Facilitate knowledge sharing and best practice dissemination within the Account Management team and across the wider organization.
• • Uphold DoiT's core values and commitment to diversity and inclusion in all team interactions and management practices.