Manager, Account Management Team & Key Account Manager at VerifyMe

• To lead and manage the Account Management team while personally handling a select portfolio of key accounts. The Manager serves as both a people leader and a senior client-facing professional, responsible for the performance of the team, and the retention and growth of the company's most strategic accounts.
• To directly oversee the Key Account Managers, Scale Account Managers/Customer Support and the Technical Support & Implementation Team and personally manage 30-35 key accounts. They report directly to the Senior Director of Operations.

Responsibilities:

Team Leadership and Management:

• Lead, supervise the AM team to ensure high performance and professional growth.
• Set clear performance goals and KPIs for team members and conduct regular performance reviews.
• Foster a collaborative, client-focused team culture aligned with company values.
• Identify training needs and coordinate capacity-building initiatives for the team.
• Manage workload distribution across the team to ensure balanced and effective account coverage.

Key Account Management:

• Personally manage a defined portfolio of the company's highest-value or most complex key accounts.
• Build and sustain executive-level relationships with key clients, acting as a senior point of escalation.
• Develop and execute strategic account plans to drive retention, satisfaction, and revenue growth.
• Identify and pursue upsell and cross-sell opportunities within the managed portfolio.

Strategic Planning and Oversight:

• Develop and implement the overall account management strategy in alignment with company objectives.
• Set directions for account planning frameworks, client engagement standards, and service delivery benchmarks.
• Monitor team-wide account performance and intervene where accounts are at risk.
• Contribute to business development efforts by identifying opportunities for account expansion across the team's portfolio.

Escalation and Issue Resolution:

• Serve as the senior point of contact for escalated client issues that require management-level resolution.
• Coordinate cross-functional responses to critical client concerns, ensuring timely and effective resolution.
• Establish escalation protocols and ensure team adherence to resolution timelines.

Reporting and Analytics:

• Prepare and present regular reports on team performance, account health, revenue metrics, and client satisfaction to the Senior Director of Operations or Director of

Customer Support.

• Analyze team-wide data to identify trends, risks, and growth opportunities.
• Ensure accurate and up-to-date documentation of account activities across the team.

Cross-Functional Collaboration:

• Partner with Sales, Marketing, Product, and Customer Support teams to ensure seamless service delivery to key accounts.
• Represent the account management function in internal planning and strategy sessions.
• Communicate client feedback and market intelligence to relevant internal teams to inform product and service improvements.

Revenue and Commercial Accountability:

• Own and drive revenue targets for the account management team, including retention, upsell, and growth goals.
• Oversee contract negotiations for high-value accounts, supporting KAMs where required.
• Monitor commercial performance across the team's portfolio and implement corrective