UK Head of Key Accounts

at  Famly

We are excited to find our new Head of Key Accounts at Famly! As the Head of Key Accounts, you will lead and oversee the UK&I and Nordics Key Accounts team of five. You’ll manage and grow a portfolio of customers who make up the Famly Key Accounts, ranging from nurseries with 10 sites to 500.
A leader of Key Account Managers, you will ensure we have the frameworks and commercial acumen to deliver on both our growth and retention metrics. You will be an inspiring leader of people, who is passionate to be in customer conversations and deliver incremental growth MoM.
You will build the playbooks, motion and strategies to smoothly transition recently won customers through onboarding into active and renewal or upsell stages.

WHAT YOU’LL BE DOING:

For the team:

• Set the vision for UK&I and Nordics key accounts
• Provide guidance, mentorship, and support to the team, ensuring they deliver exceptional customer experiences and meet their performance goals.
• Optimise a single source of truth for Key Account data and insights (currently planhat and notion)
• Create a strong working cycle in standups, retros and OKR reviews

Day-to-day

• Align with the UK GM on the overall commercial vision and broader Famly 3 year business plan
• Build and maintain strong external relationships with key stakeholders and decision-makers and understand their business objectives and align our solutions to meet their needs.
• Oversee the training, onboarding and deployment process for new customers, ensuring a smooth and efficient implementation of our software solutions. Collaborate with the Implementation and Support teams to develop and execute onboarding plans, and work closely with clients to address any technical or operational challenges during the deployment phase.
• Champion customer needs and collect feedback/reviews from the clients on our review platforms.
• Consolidate feature requests into a central database to influence product needs that help achieve growth and customer satisfaction in the UK market.
• Monitor key customer health metrics and take proactive measures to prevent churn. Conduct regular business reviews with customers to showcase value delivered and identify areas of improvement.
• Stay up-to-date with industry trends, best practices, and competitor offerings. Apply this knowledge to enhance customer success strategies and continuously improve processes, workflows, and methodologies to optimize efficiency and effectiveness.

WHAT YOU BRING TO THE ROLE:

• Experience in leading a team of 3+ individual experts
• Have led and developed key accounts across UK and at least one other country
• Proven experience in customer success management and or sales within a B2B SaaS environment, with a demonstrated track - record of meeting and exceeding customer retention and expansion goals
• Leadership experience, including managing and developing a team of Customer Success Managers.
• Strong understanding of B2B sales cycles and account management practices.
• Exceptional communication, negotiation, and presentation skills.
• Demonstrated ability to handle challenging customer situations with tact and diplomacy

About you:

• Dare to break things to create scalable new processes
• Are customer obsessed to create value in every interaction
• Are an analytical thinker with a deep passion for insight led actions
• Think scale in every step
• Are passionate about creating a culture of performance, clarity and confidence!