Head of Account Management

As Head of Account Management you are responsible for the strategy and operations of the Account Management (AM) function. The AM team is focused on customer success, i.e. making sure that customers are able to make all their tech hires via the platform and have a great experience while doing so.

You will lead a team of 2 AM Managers and 11 Account Managers while collaborating closely with the Sales, Product and Talent Advisor teams to deliver value to our clients. You’ll also be responsible for building the systems, structures and processes that enable us to continuously improve our service and drive revenue growth.

You’ll create a world-class Account Management organisation by helping the existing team of Account Managers and their Managers take their game to the next level and continue to recruit and retain top talent as we scale.

You’ll report to the VP of Customer Success and work alongside the Head of Candidate Operations to create the strategy for our customer facing teams that drive business results.

What you’ll do

Overall accountability for the strategy and performance of the Account Management function.
Lead and mentor a team of 2 AM Managers and 11 Account Managers, fostering a culture of excellence, collaboration, and accountability.
Set clear goals and performance metrics and ensure that team incentives drive high performance across managers and individual contributors.
Conduct performance reviews with Managers, provide feedback and support team members in their professional development.
Build the systems, structures and processes that enable us to continuously improve our service while scaling the team in the most efficient way.
Understand clients’ business objectives and challenges, and work with the Product team to align our service to meet their needs.
Monitor customer satisfaction through surveys, feedback, and performance metrics, and take proactive steps to improve client experience. Act as the voice of the customer to Senior Leadership, Product, Sales, Marketing and RevOps.
Utilise data-driven insights to assess account health, identify trends, and develop strategies for driving customer satisfaction, retention and account expansion.
Collaborate with the sales team to identify opportunities for renewals and upselling.

You’ll be a great fit for this role if you:

5+ yrs experience in leading and building an Account Management or Customer Success function in a fast paced and complex environment
Experience within the B2B SaaS industry would be an advantage.
Excellent people manager and coach with experience in leading large teams (10+) and a proven track record in fostering a culture of high performance
This job is about building systems, structures and processes. We need someone who has proven ability to do that.
Strong knowledge of sales best practices using CRM and other tech to increase efficiency
Ability to drive cross-functional alignment and coordination across teams

What it’s like to work here

We love to do fun stuff together. We are focused on building a connected tribe and a sense of belonging. We value unique and diverse approaches and ensure we create opportunities to share and learn from each other. We have regular online events, show and tells and a book club as well as regional and annual off-site events.

We’re dedicated to authenticity: We treat people as people, caring personally and speaking openly. We foster low-ego behaviour – we own our mistakes as well as our victories. We’re never about blame. We’re always about honesty, learning and continuous improvement. We ensure lots of transparency and visibility. From OKRs and strategy to analytics and company performance numbers, it’s all available for you to see and understand.

We’re passionate about learning and levelling up: Everyone at OfferZen strives for a growth mindset. We read books, listen to podcasts, share expertise obsessively, then take on hard challenges with smart guidance and support. When things go wrong, we look for the learning and how to improve.

We’re all about balance:We believe that maintaining a healthy balance between home and work is the key to feeling happier and more productive. We work fully remote and also offer 20 days of leave a year which are available to use from the time you start

The OfferZen Story

OfferZen is on a mission to improve the experience of finding work for people involved in making software, from developers to designers and data scientists through the utilisation of our world class online recruitment marketplace. We do this by flipping the traditional recruitment model on its head and getting companies to reach out to candidates with upfront offers.

Over the last 6 years, we have managed to make a large dent in the South African online tech recruitment marketplace – and we’re speeding up. We have a team of 100+ people with offices in both Cape Town and Amsterdam. At 6 years young, we’re still in an exciting scale-up phase which allows us to develop new and exciting ideas, innovate our product, and think creatively about solving real problems

*This role can be based locally or remotely – we welcome all applicants based in South Africa.

Head of Account Management