Team Lead, Account Management

Responsibilities

Commercial Ownership and Growth

• Drive regional Net Revenue Retention (NRR) and revenue growth targets across the APAC portfolio.
• Partner with and mentor Account Managers to identify whitespace opportunities and accelerate upsell pipeline conversion.
• Lead monthly portfolio performance reviews to identify churn risks and revenue growth opportunities.
• Ensure upsell growth aligns with targets, Quads expectations, AM Playbook standards, and pipeline hygiene.
• Improve commercial outcomes through structured deal reviews and growth-action coaching.
• Identify revenue-risk trends and recommend corrective commercial action to AM leadership.
• Monitor team KPIs, including Quads, AM Playbook adherence, upsell volumes, and portfolio health metrics.

Portfolio Management

• Manage a reduced, high-impact portfolio while maintaining hands-on commercial expertise.
• Model best-in-class account planning, executive engagement, and revenue expansion strategy.
• Demonstrate commercial discipline across retention strategy, upsell motions, and long-term account growth.
• Establish standards for account-planning quality and revenue-opportunity identification.
• Serve as the first escalation point for high-value and complex accounts.
• Collaborate with internal stakeholders to resolve complex issues and explore strategic options.

Commercial Capability Development

• Conduct structured ENT client reviews focused on growth identification, stakeholder mapping, technical problem-solving, and expansion planning.
• Mentor and coach Account Managers on value-based consultative selling, stakeholder engagement, client revenue and data analysis, storytelling, objection handling, and de-escalation.
• Provide constructive, actionable feedback to strengthen individual and team performance.
• Identify skill gaps and collaborate with the AM Manager on development plans.
• Lead recurring skill-building workshops on commercial thinking and strategic account planning.

Portfolio and Process Strategy

• Support Account Managers in prioritizing time according to commercial opportunity and churn risk.
• Vet and implement process improvements that increase efficiency without compromising revenue outcomes.
• Identify process gaps and provide structured improvement feedback.
• Liaise with cross-functional stakeholders to improve workflows and commercial execution.
• Create and maintain performance dashboards showing portfolio health, risks, and mitigation actions.
• Stay informed about alpha and beta testing, product releases, and feature rollouts.
• Drive awareness and client adoption of new products and enhancements.
• Execute team initiatives and engagement events.

Leadership

• Act as a visible leadership presence within the Account Management team.
• Reinforce accountability, ownership, responsiveness, preparation, and executive-level communication.
• Serve as the first escalation point for high-risk or high-value accounts.
• Foster a transparent, high-performance culture focused on measurable outcomes.
• Communicate effectively with internal and external stakeholders.
• Participate in internal projects as business needs arise.

Success Measures

• Meet or exceed APAC Net Revenue Retention (NRR) targets.
• Increase upsell conversion rates and volume.
• Reduce preventable and net-new churn.
• Improve Account Manager commercial competency, client adoption, interaction, and growth.
• Reduce reactive escalations through proactive portfolio management and collaborative problem-solving.

Requirements and Core Competencies

• 2–3+ years of high performance in Account Management or an equivalent commercial role.
• Proven track record of exceeding retention and expansion targets.
• Demonstrated history of driving measurable revenue growth within an account portfolio.
• Strong commercial acumen and ability to translate data into actionable growth strategies.
• Ability to coach others to improve expansion performance and retention outcomes.
• Demonstrated leadership presence and ability to influence team standards.
• Advanced analytical skills and strong financial literacy.
• Executive presence with the ability to influence internal and client stakeholders.
• High accountability and focus on measurable business impact.