Head of Account Management, SMB

Job Description

This role will lead the division responsible for growing Toptals SMB and Mid-Market revenue and ensuring a high degree of client satisfaction. The successful leader in this role will define a strategy to efficiently and effectively acquire and service a large total addressable market comprised of thousands of potential clients around the world. By monitoring, assessing, and responding to key metric results, you will ensure that the team is performing at optimum levels and improving effectiveness and efficiency. You will closely watch revenue growth, client satisfaction, and retention among other key indicators. Youll have the opportunity to roll your sleeves up and help the team lead all aspects of their assigned books of business, develop strategies for client engagement, and coach them to identify and close new opportunities in their accounts. Once able, periodic travel could be required to build senior-level relationships with our most strategic clients and serve as a Toptal representative at conferences and regional events.Internally, this position will work seamlessly with leadership from Talent Operations and Client Experience to support a team-based approach to providing best-in-class relationship management. You are encouraged to think creatively while providing vital analytics to support your strategic approach to other business leaders within Toptal.In the first week, expect to:

• Onboard and integrate into Toptal leadership.
• Learn Toptals model, our team members, and our story.
• Become acquainted with the cross-functional teams that you will be working closely alongside.

In the first month, expect to:

• Complete our personalized sales training program, and gain an understanding of who our clients are and why they choose Toptal.
• Complete Toptals vertical-specific training, familiarizing yourself with the full range of offerings we make available to our clients.
• Have met with every member of the Account Management team on a 1:1 basis.

In the first three months, expect to:

• Develop your strategy to position relationship management as a growth source for SMB with input from other Senior Leadership Team members within SMB and Growth, Talent Operations, and Product.
• In partnership with sales enablement and operations, formulate account management playbooks, revise planning activities, establish key revenue drivers with supporting metrics to drive impact, and establish winning client engagement strategies.
• Mentor, coach, and train members of your team to deliver results and execute the strategy which you have set. Set goals for individuals within Relationship and Account Management.
• Deliver bi-weekly, detailed presentations to cross-departmental business partners covering metrics, key takeaways, and action plans based on data analysis.

In the first six months, expect to:

• Establish a strong operating framework to carry out your crafted strategy.
• Regularly assess team performance against previously determined Key Performance Indicators and utilize sales enablement and operations to continuously improve.
• Continue to build, coach, and mentor team members guiding them to achieve greater success.

Requirements:

• Experienced. You have led teams of relationship managers and successfully coached individuals on standard methodologies in account management and relationship-building with small and mid-size businesses and hyper-growth companies, resulting in increased revenue and positive team morale.
• Pioneer. You dont join companies to ride a wave, you show up to make an impact and leave your mark. Outstanding contributors thrive at Toptal, and we eliminate all barriers so you can lead from the front to help us achieve shared goals and win as one.
• Critical thinker. You have strong analytical and problem resolution skills with a demonstrated ability to develop and support creative solutions rooted in data.
• Resourceful. You are a growth-driver, self-starter, and are passionate about innovation. You flourish when you have freedom and accountability to lead a business unit under the strategy you set.
• Proactive. You understand our mission and will do the work required to drive us to that goal, without being told. You are not reactive.
• Excellent communicator. Communication is the lifeline of your relationships both internal and external to Toptal, and the remote nature of our company makes this attribute essential.
• Collaborator. Nothing we do is done in isolation. Your success depends on your ability to work as a team both within Toptal and externally with our clients.

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Keyskills :
Account Managementrelationship managementTalent Operationsoperating framework