Head of Account Management (ISS Market Intelligence)

ISS STOXX-posted about 23 hours ago
$145,000 - $175,000/Yr
Full-time • Director
Hybrid • Boston, MA
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Let’s be #BrilliantTogether Role Overview The Head of Account Management, North America, is responsible for defining and executing the long-term vision for the Account Management function, ensuring alignment with the company’s strategic goals. This role leads a high-performing team focused on client retention, expansion, and satisfaction, driving revenue growth and maximizing client lifetime value.

  • Strategic Leadership Define and communicate the long-term vision for Account Management in North America.
  • Align team goals and initiatives with broader company strategy and growth objectives.
  • Represent Account Management in executive planning and cross-functional leadership forums.
  • Team Management & Development Lead, coach, and develop a team of Account Managers to exceed performance targets.
  • Provide structured management, regular feedback, and career development pathways.
  • Foster a culture of accountability, recognition, and continuous improvement.
  • Client Success & Revenue Growth Own account retention, expansion, and satisfaction targets.
  • Drive upsells and cross-sells strategies to increase client lifetime value.
  • Act as an executive sponsor for strategic accounts, resolving escalations and identifying growth opportunities.
  • KPI Management Define and manage key performance indicators for the Account Management team, aligned with company revenue and retention goals.
  • Monitor individual and team performance across upselling, renewals, client satisfaction, and engagement metrics.
  • Use CRM dashboards and reporting tools to track progress, identify gaps, and implement corrective actions.
  • Conduct regular performance reviews and provide coaching based on KPI outcomes.
  • Forecasting & Reporting Performance Own forecasting for account growth, renewals, and upsell revenue across the North American portfolio.
  • Deliver accurate, data-driven performance reports to senior leadership, highlighting trends, risks, and opportunities.
  • Collaborate with Sales Operations and Finance to ensure forecasts align with company targets and inform strategic planning.
  • Maintain visibility into pipeline health and account status through CRM dashboards and reporting tools.
  • Cross-Functional Collaboration Partner with Marketing, Client Success, and Product to deliver impactful campaigns and solutions.
  • Ensure seamless handoffs from New Business and BDR teams to Account Management.
  • Champion client feedback and insights to inform product development and service enhancements.
  • Process Optimization Continuously improve account management workflows, tools, and reporting.
  • Ensure data integrity and visibility across CRM and client engagement platforms.
  • Build clear structure, process, and expectations for directly managed teams.
  • BA/BS degree in a related field.
  • 10+ years of experience in a customer-facing organization with a focus on service delivery, account management, and client engagement.
  • Demonstrated success in building structured, process-driven environments.
  • Proven track record of recruiting, managing, and developing high-performing teams.
  • Energetic self-starter who uses performance metrics and user data to drive decisions.
  • Strong professional etiquette and relationship-building skills, with empathy for client needs and perspectives.
  • Excellent analytical, problem-solving, and project management capabilities.
  • Exceptional communication and presentation skills.
  • Skilled in influencing actions outside of direct reporting lines through relationship building, persuasion, and consensus.
  • Deep understanding of value drivers in recurring revenue business models.
  • Knowledge of the financial services industry
  • Medical, Dental, and Vision coverage
  • 401(k) with a company match up to 9%, including a Safe Harbor contribution
  • Flexible Spending Account (FSA) and commuter benefit programs
  • Generous paid time off
  • Volunteer Day
  • Paid parental leave
  • Hybrid working options
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