Employer description & source details
Own the account. You'll be accountable for the account's overall health: operational performance, client relationship, and risks. You'll lead ops calls and regular business reviews, build relationships with several client stakeholders, and give client leadership an honest read of performance and risks. Manage the client relationship with confidence. You'll discuss SLA compliance, KPIs, and service delivery with the client, explain operational decisions, and present solutions. When needed, you'll push back diplomatically and defend the company's interests while balancing the client's needs. You'll take part in commercial discussions, with support from Legal and Finance on contracts, rates, and scope. Turn requests into plans. You'll turn vague asks into clear, scoped, and staffed workstreams, challenge what doesn't add up, and handle hard conversations about missed SLAs, escalations, or requests we won't take on. Maintain and improve operations. You'll keep a large existing Support operation running smoothly, spot weaknesses before they escalate, and drive improvements in SOPs, escalation paths, reporting, and handovers. After every serious SLA breach, you'll lead or coordinate a root-cause review that fixes the process, not the person, and follow up on the actions. Lead through leaders. You'll set priorities, delegate across the existing account team, and make sure decisions get implemented. You'll keep engagement and attrition on target and develop a successor so the account keeps moving while you're offline. Handle account administration. You'll stay hands-on with invoicing, account documentation, and onboarding and offboarding for a team of around 100 people. Plan for the travel calendar. You'll help prepare the team for peak seasons and disruptions, support service
Extracted skills: sales, customer success, finance, operations