Head of Account Management

**Full-time / Permanent role**:

- **Hybrid (mix of WFH and in-office)**:
AlayaCare are seeking a seasoned leader with experience leading Account Management teams within a SaaS environment. This is a rare opportunity to join a purpose driven scaling SaaS tech in a key role at a critical time - make your mark on the company as we mature the Account Management function.

**About AlayaCare**

AlayaCare are a fast-growing scale-up with a presence in Australia, Canada and the United States, who are revolutionising the way aged and disability care is delivered. Our software offers a complete technology solution for residential and community care organisations.

We have an open and transparent culture, our teams are highly diverse, and we are committed to a workplace where we all feel that we can be ourselves.

**About the role**

Reporting to the VP of Business Development for ANZ, The Head of Account Management (or 'Manager, Customer Relationships' as it's known internally), is responsible for leading and mentoring the Account Management team (Customer Relationship Management or 'CRM' team), nurturing our existing customer base to ensure we achieve our strategic and financial goals. Key performance metrics will include Net Promoter Score (NPS), Net Dollar Retention (NDR), and financial targets.

**More specifically, you will be completing tasks such as**:

- Lead, manage, mentor, and coach the CRM team to foster high levels of engagement, performance, and accountability.
- Establish, maintain, and refine processes that enable the CRM team to efficiently manage their responsibilities, ensuring optimal team effectiveness.
- Work closely with the Customer Solution Consultant team to drive the adoption and utilisation of AlayaCare Cloud and Residential solutions.
- Ensure the CRM team is consistently driving renewals and offering professional services engagements where appropriate to increase customer ROI.
- Define and implement strategies to reduce churn, improve customer engagement, and increase retention rates across all customer segments.
- Ensure that CRMs are building and executing tailored customer success plans that align with customer objectives and business outcomes.
- Oversee the management of high-profile accounts and ensure that CRMs maintain strong, trusted relationships with key stakeholders.
- Act as the point of escalation for complex customer issues, ensuring timely resolution and maintaining strong customer relationships.
- Partner with Sales and support CRMs team to identify upsell and cross-sell opportunities within existing accounts by aligning customer needs with new product features or services.

**What we're looking for in our incoming Manager, Customer Relationships**
- Experience managing a Customer Success or Account Management team in a scaling or mature SaaS organisation.
- Demonstrated experience building and transforming a Customer Success or Account management team.
- A high level of commercial acumen and strategic mindset with the ability to clearly articulate a long-term commercially viable vision.
- Strong analytical skills - you're data driven in your decision making and planning.
- Demonstrated operational management skills - you execute short term while keeping the long-term strategy in mind.
- Excellent interpersonal skills - you build relationships easily and are comfortable negotiating as well as diffusing heightened situations.
- Great communication skills - you're comfortable presenting and communicating complex information in an understandable way to a variety of audiences.

**It would be a bonus if you also have**:

- Knowledge of or experience working in the aged & disability care industries in Australia.
- Familiarity with the Software Development Life Cycle.
- Familiarity with AlayaCare, Procura or similar software products.

**What we offer**:
Competitive salary package including company stock for all employees and a commission component for this role. In addition, we offer:

- Flexible hybrid work (from our offices, from home).
- Wellness days, company paid parental leave and volunteer leave.
- Up to 90 days per year working from anywhere in the world.
- Flexible benefits package of $1250 per year
- Learning & development allowance.
- Team lunches and events, and health and wellness activities.
- An open and transparent culture.
- A chance to make a meaningful difference for clinicians providing care on the front line.
- A foot in the door to the rapidly expanding aged & disability care industries.

**_ Better outcomes, better belonging _**
- Having a pulse on our employee feedback is important to us as we aim to continuously evolve Diversity, Equity, Inclusion, Belonging, and Accessibility within AlayaCare's policies, total rewards offerings, discussions, learning & development programs, and community partnerships. All qualified applicants will receive equal consideration._