Head of Account Management

1 week ago

Toronto, Canada Deliverect Full time

**Deliverect**

As a rapidly scaling global SaaS unicorn, Deliverect stands at the forefront of revolutionising technological solutions for the dynamic hospitality and Q-commerce sectors. Our mission is clear: to empower ambitious individuals with the skills and knowledge to make a positive impact on business. Developing in their professional careers, all the while being a part of something larger than themselves.

**Department Focus**

Meet the Growth team at Deliverect—a squad of highly motivated and seasoned professionals laser-focused on propelling our customers to new heights. We grasp the ever-changing landscape of business needs and take a proactive approach, reaching out to our customers to provide the help and support they need. Think of us as your growth partners, dedicated to ensuring that every business maximises the potential of our platform's features and functionality.

Understanding that each of our customers has distinct needs, goals, and ambitions, we offer a suite of products tailored to help them reach their unique milestones. Our commitment goes beyond the transactional; we're here to build long-term relationships. See us collaborating with our customers, uncovering growth opportunities, and co-creating innovative strategies that set the stage for their success.

At Deliverect, we don't just talk about growth—we embody it. Our Growth team is the dynamic force behind businesses flourishing in today's ever-evolving landscape, proving that success is not just a destination but a journey we navigate together.

**Your Impact**:
As the Head of Account Management, you will lead and shape the strategy for managing and growing Deliverect’s portfolio of customers in the US and Canada.

Your mission will be to drive meaningful impact on the regional net revenue retention (NRR) by leading a talented team dedicated to ensuring the success of existing accounts, fostering long-term relationships, and identifying opportunities for expansion and innovation.

**A Typical Day**:

- ** Oversee the Account Management Team**: Lead and mentor a high-performing team responsible for managing all customer relationships in the US and Canada, ensuring alignment with company goals and delivering exceptional customer experiences.
- ** Regional NRR Ownership**: Take accountability for regional NRR, driving both growth and retention through innovative strategies and effective execution.
- ** Executive Relationship Management**:Build and strengthen relationships with executives at key enterprise accounts, positioning Deliverect as a trusted partner and advisor.
- ** Customer-Centric Strategies**: Establish a structure and process to guarantee product adoption, ensuring that customers maximise their use of Deliverect solutions to achieve business success.
- ** Data-Driven Decision-Making**: Leverage data to interpret customer product usage and trends, providing actionable insights to the team and customers.
- ** Product Advocacy**: Act as a liaison between customer needs and Deliverect’s product teams, ensuring that customer feedback informs product development and innovation.
- ** Cross-Functional Partnerships**: Collaborate with Sales, Marketing, and Product teams to align strategies, deliver value, and support regional growth initiatives.
- ** Best Practices Implementation**: Establish and promote best practices for account management and customer success, driving consistency and excellence across the team.

**Your Expertise**:

- Demonstrated 2+ years of success in leading and developing high-performing teams within account management or customer success in the SaaS or the restaurant technology space.
- 4+ years experience within Account Management
- Ability to build and maintain strong relationships with customers, from frontline users to C-level executives, acting as a trusted advisor and advocate.
- Understanding of the order management, restaurant technology, or food delivery industries, including familiarity with POS systems, APIs, and third-party delivery services.
- Proficiency in data analytics and customer insights platforms to identify trends, assess performance, and inform strategic decisions.
- Exceptional written and verbal communication skills, with the ability to articulate complex ideas and solutions effectively to diverse audiences.
- Strong business acumen with the ability to align customer goals with Deliverect’s strategic objectives.

**Join Deliverect: Where You Shape Tomorrow's Success**

At Deliverect, we're not just seeking team members; we're on the lookout for dynamic individuals who thrive in a fast-paced SaaS environment. We are fueled by perceptive, ambitious, and determined professionals who embrace challenges and turn them into opportunities for innovation.

**What We Bring to the Table**:
**_
Unicorn Status_**_:_ Join a fast-growing SaaS unicorn at the forefront of the order management industry.

**_ Learning Opportunities_**_:_ We invest in your growth with a dedicated lear

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