About the Role
Our client is seeking a Head of Enterprise Account Management to take ownership of a portfolio of strategic enterprise customers, ensuring long-term success, strong relationships, and continued account growth. This is a high-impact role focused on partnering with key stakeholders, understanding evolving business needs, and acting as the bridge between customers and internal product and engineering teams.
Reporting directly to senior leadership, this standalone position will see the successful candidate engaging with executive-level stakeholders, including senior operational, procurement, finance, and risk leaders within large enterprise organisations. They will act as the trusted advisor for key accounts, translating customer feedback into actionable product requirements and collaborating closely with internal teams to help shape product priorities and deliver exceptional customer outcomes.
This is not a new business development role. Instead, the focus is on managing and strengthening existing strategic relationships, driving customer satisfaction, supporting renewals, identifying opportunities for account expansion, and ensuring clients continue to maximise value from the platform as their needs evolve.
Key Responsibilities
- Act as the primary relationship owner for a portfolio of strategic enterprise clients, building trusted partnerships with key stakeholders following implementation.
- Develop strong executive-level relationships with senior decision-makers, confidently engaging with leaders across operations, procurement, finance, and risk functions.
- Gather customer feedback, business challenges, and enhancement requests, translating them into clear, actionable requirements for product and engineering teams.
- Monitor overall account health, proactively identifying risks, opportunities, and areas for improvement to maximise customer satisfaction and retention.
- Lead regular strategic business reviews, demonstrating value delivered, reviewing performance, and aligning on future objectives and priorities.
- Manage customer renewals while identifying appropriate opportunities for account growth through expanded platform adoption and additional solutions.
- Establish and develop enterprise account management best practices, including customer success frameworks, account health metrics, governance processes, and engagement strategies.
- Collaborate closely with cross-functional teams, including product, engineering, and senior leadership, to ensure customer commitments are achievable and delivered successfully.
Requirements
- Demonstrated ability to quickly understand complex industries, technical concepts, and regulatory or compliance requirements, with the confidence to communicate these effectively to both customers and internal stakeholders.
- Significant experience managing strategic enterprise relationships at a senior level. This could include enterprise account management within a B2B software environment or extensive stakeholder management experience within a large, complex industry setting.
- Proven ability to build credibility and trusted relationships with senior executives and decision-makers, particularly within specialised or highly technical sectors.
- Strong commercial and analytical mindset, with the ability to uncover the underlying business challenges behind customer feedback and translate these into practical solutions and product requirements.
- A proactive approach to customer success, with experience identifying and addressing potential issues before they impact customer satisfaction or business outcomes.
- Comfortable creating and implementing new processes, frameworks, and best practices in a fast-paced, evolving environment where structure may need to be built from the ground up.
- Excellent communication skills, including native or near-native English proficiency.
Desirable Experience
- Senior leadership or management experience within the construction, infrastructure, engineering, or related industries, with responsibility for managing complex client, contractor, or supplier relationships.
- Experience working with large enterprise organisations or managing high-value strategic accounts.
- Exposure to risk management, insurance, compliance, or contractor management solutions.
- Previous experience within software, technology, insurance, or other regulated industries, particularly where customer success or enterprise account management has been a core focus.
- Established industry networks or relationships within enterprise-level organisations would be advantageous.
