A Bit About Us Events Air is a leading provider of award-winning event management software to organizers of in-person, hybrid and virtual events.Our software is used extensively across the APAC region and growing rapidly around the globe with an expanding presence in North America and Europe.As a technology leader with a long 30-year heritage in the event-tech industry, our platform and services are trusted by more than 1100 professional conference organizers, associations, corporates, government and universities.Capable of supporting small corporate events to large multi-faceted conference and exhibitions, the Events Air platform has been used for some of the world's most demanding events including the Rugby World Cup, London Olympics and Birmingham Commonwealth Games.Having secured major investment from private equity firm, The Riverside Company, Events Air is continuing to expand and accelerate its global presence in the event-tech marketplace, and we invite you to be part of this extraordinary journey.Why Join Us We push the limits of what is possible every day.We are a down to earth bunch.We have fun and are super dedicated.What motivates us to get out of bed every morning? The challenge to develop and create the world's best events management platform.Join our team of dedicated professionals, and together, let's redefine the possibilities of event management, and leave a dent in the event tech industry.The Head of Account Management- Global As the Head of Account Management for the global remit, you will lead the global account management team, driving performance, retention, and growth across a portfolio of over 700 accounts.You will be responsible for achieving renewal targets, maximizing Annual Recurring Revenue (ARR) through upsell opportunities, and optimizing client relationships.You will develop and execute strategic account management initiatives, working closely with cross-functional teams to ensure customer success and continuous value delivery.Key Responsibilities: Leadership and Performance Management: Lead, mentor, and manage a global team of Account Managers (AMs), ensuring optimal performance across regions (APAC, America, and Europe).Provide coaching and mentorship to account managers, developing their skills in customer engagement, relationship management, and sales techniques.Set KPIs for account management teams, driving accountability for renewals, customer satisfaction, and upselling.Churn and Renewal Management: Take ownership of churn and renewal metrics, ensuring high retention rates and proactive management of renewals across all regions.Maintain a minimum revenue retention rate of 100% through effective retention strategies, including customized client engagement plans based on customer tiering.Drive the renewal process by supporting the preparation of renewal proposals that align with customer needs and market conditions.Revenue Growth and Upsells: Identify opportunities to increase Annual Recurring Revenue (ARR) by selling additional products and services, such as Smart Connectors and Payment Processing.Collaborate with sales teams to build upsell and cross-sell strategies, driving growth across the global portfolio and meeting monthly and annual revenue targets.Partner with marketing and product teams to ensure account managers are equipped to effectively communicate new product features and service offerings to customers.Strategic Planning and Execution: Develop a global account management strategy with a focus on optimizing customer relationships and expanding business opportunities.Oversee the implementation of a tiered account management approach, ensuring tailored engagement for high, medium, and low-touch accounts.Work closely with senior leadership to align account management practices with broader company objectives, ensuring smooth execution across regions.Customer Advocacy and Relationship Building: Cultivate strong, strategic relationships with key accounts, acting as a trusted advisor to help clients achieve their business objectives.Serve as the primary escalation point for any major customer issues and coordinate with internal teams to resolve them efficiently.Gather and analyze customer feedback to inform product development and service improvements.Process Optimization: Implement global best practices for account management, streamlining processes through automation tools (e.g., CRM, Panda Doc) and ensuring consistency in client communication and reporting.Collaborate with the Rev Ops team to ensure accurate data tracking and performance reporting.What You Will Need for This Role: A minimum of 8 years of leadership experience in account management or customer success, ideally within the event technology or B2 B Saa S space.Proven experience in managing global teams and driving revenue growth through account retention, upsells, and client expansion strategies.Strong analytical skills, with the ability to interpret data and make informed decisions that drive customer success and business growth.Excellent communication, negotiation, and relationship-building skills, capable of managing complex accounts and ensuring customer satisfaction.Ability to thrive in a fast-paced, dynamic environment with multiple competing priorities.Experience developing and executing strategic account plans, particularly with a focus on high-value clients.Familiarity with CRM systems (Zoho preferred) and reporting tools.What to Expect We don't believe in just throwing you up into the galaxy- you will be set up for success with thorough onboarding from day 1, using a special system which integrates you into our business as an Air Star.Cross collaboration with many other teams such as Sales and Customer Success.Weekly social lunches and round tables for development and knowledge sharing.What Will You Benefit From If You Become an Airstar? Fantastic flexibility.We offer hybrid working to all employees regardless of role or level! Need to do the school drop off or pick- no problem, want to attend that school dance show where your kid's starring center stage- no worries.We don't like burn out.We offer 3 extra days of annual leave to encourage downtime over the Christmas period and help bridge the gap between the public holidays; to spend time with family and friends.We love socials! Socials at Events Air are the bomb! We host quarterly catered socials for all to enjoy on our covered, outdoor back deck, if you are lucky enough to be based in our Head Office.Be a champion.We love to champion and promote causes close to our heart.Think: International Women's Day, R U OKAY? And many more awesome causes.Growbility.Apply for side steps, up steps and secondments through different teams when role needs arise internally! Be Healthy! Grab an apple from the kitchen, take a walk around the block or grab a stand-up desk for the day (Head Office), even get the flu shot on the house if you want! Learn and develop.Use your $1000 per person L&D budget towards a course, a conference or something to upskill yourself in your current role.Work from almost anywhere.Want a few extra days in that bustling city where you're on vacation? Or want to head overseas and be around your family for longer? Use the Work from almost anywhere policy to work from anywhere for 2 weeks a year! Enjoy parenting! Use the extra maternity and paternity leave we offer on top of your statutory allowances to spend important time with your new family.Equally, if something unfortunate occurs use our miscarriage & still birth leave policy to assist in the transitional period you are both going through.Struggling? Reach out to our Employee Assistance Program offered to all employees and lock in a counselling session with an expert for solid advice.Recognize and be rewarded.Take part in our recognition program where you can earn points and vouchers for valuable work across your role and the business.Don't just be a star, be an Airstar! Apply now through the link! *Recruiters need not approach us- we got this! * #J-18808-Ljbffr