Head of Account Management
Deliverect
Sales & Business Development
Toronto, ON, Canada
Posted on Nov 22, 2024
Deliverect
As a rapidly scaling global SaaS unicorn, Deliverect stands at the forefront of revolutionising technological solutions for the dynamic hospitality and Q-commerce sectors. Our mission is clear: to empower ambitious individuals with the skills and knowledge to make a positive impact on business. Developing in their professional careers, all the while being a part of something larger than themselves.
Department Focus
Meet the Growth team at Deliverect—a squad of highly motivated and seasoned professionals laser-focused on propelling our customers to new heights. We grasp the ever-changing landscape of business needs and take a proactive approach, reaching out to our customers to provide the help and support they need. Think of us as your growth partners, dedicated to ensuring that every business maximises the potential of our platform's features and functionality.
Understanding that each of our customers has distinct needs, goals, and ambitions, we offer a suite of products tailored to help them reach their unique milestones. Our commitment goes beyond the transactional; we're here to build long-term relationships. See us collaborating with our customers, uncovering growth opportunities, and co-creating innovative strategies that set the stage for their success.
At Deliverect, we don't just talk about growth—we embody it. Our Growth team is the dynamic force behind businesses flourishing in today's ever-evolving landscape, proving that success is not just a destination but a journey we navigate together.
Your Impact:
As the Head of Account Management, you will lead and shape the strategy for managing and growing Deliverect’s portfolio of customers in the US and Canada.
Your mission will be to drive meaningful impact on the regional net revenue retention (NRR) by leading a talented team dedicated to ensuring the success of existing accounts, fostering long-term relationships, and identifying opportunities for expansion and innovation.
A Typical Day:
- Oversee the Account Management Team: Lead and mentor a high-performing team responsible for managing all customer relationships in the US and Canada, ensuring alignment with company goals and delivering exceptional customer experiences.
- Regional NRR Ownership: Take accountability for regional NRR, driving both growth and retention through innovative strategies and effective execution.
- Executive Relationship Management: Build and strengthen relationships with executives at key enterprise accounts, positioning Deliverect as a trusted partner and advisor.
- Customer-Centric Strategies: Establish a structure and process to guarantee product adoption, ensuring that customers maximise their use of Deliverect solutions to achieve business success.
- Data-Driven Decision-Making: Leverage data to interpret customer product usage and trends, providing actionable insights to the team and customers.
- Product Advocacy: Act as a liaison between customer needs and Deliverect’s product teams, ensuring that customer feedback informs product development and innovation.
- Cross-Functional Partnerships: Collaborate with Sales, Marketing, and Product teams to align strategies, deliver value, and support regional growth initiatives.
- Best Practices Implementation: Establish and promote best practices for account management and customer success, driving consistency and excellence across the team.
Your Expertise:
- Demonstrated 2+ years of success in leading and developing high-performing teams within account management or customer success in the SaaS or the restaurant technology space.
- 4+ years experience within Account Management
- Ability to build and maintain strong relationships with customers, from frontline users to C-level executives, acting as a trusted advisor and advocate.
- Understanding of the order management, restaurant technology, or food delivery industries, including familiarity with POS systems, APIs, and third-party delivery services.
- Proficiency in data analytics and customer insights platforms to identify trends, assess performance, and inform strategic decisions.
- Exceptional written and verbal communication skills, with the ability to articulate complex ideas and solutions effectively to diverse audiences.
- Strong business acumen with the ability to align customer goals with Deliverect’s strategic objectives.
Additional Information:
- This is a full-time, hybrid role with 4 days based in our Toronto office location, and 1 day working from home. Fluency in English is required, with strong written and verbal communication skills being essential.
- In addition to the specific requirements outlined, candidates should thrive in a fast-paced, competitive environment, demonstrate high motivation, independence, and teamwork, and be committed to achieving common goals within the organisation.
Join Deliverect: Where You Shape Tomorrow's Success
At Deliverect, we're not just seeking team members; we're on the lookout for dynamic individuals who thrive in a fast-paced SaaS environment. We are fueled by perceptive, ambitious, and determined professionals who embrace challenges and turn them into opportunities for innovation.
What We Bring to the Table:
Unicorn Status: Join a fast-growing SaaS unicorn at the forefront of the order management industry.
Learning Opportunities: We invest in your growth with a dedicated learning budget and clear learning pathways.
Inclusive Policies: Our paternity/maternity policies, enhanced vacation entitlement, and working arrangements reflect our commitment to your success.
Diverse Team: Become part of an international team that values diversity, fostering a culture of transparency and visibility.
A Peek into Life at Deliverect:
Performance-Driven Freedom: Your contributions speak louder than the clock. Achieve flexibility by focusing on what matters—delivering impactful results. Your autonomy in choosing how you achieve success is recognised and celebrated.
Innovation Hub: Immerse yourself in a culture of constant innovation, where weekly releases and new features keep our products at the forefront.
Big Challenges, Bigger Solutions: Be part of a mission to solve some of the global tech industry's most significant challenges.
Equal Opportunities at Deliverect:
We're committed to creating an inclusive and diverse workplace. We actively encourage applications from underrepresented individuals, fostering a workplace where everyone is treated with respect and provided equal opportunities to thrive.
Rights to Work:
While we welcome diverse backgrounds, it's crucial to note that applicants must have the legal right to work in the country of the role. Though we value contributions from various backgrounds, we currently can't offer financial support for relocation or travel assistance.
Supporting Your Journey:
If you need assistance or support during our recruitment process or require accommodations due to a disability, reach out to us at talent@deliverect.com. Join Deliverect, a workplace where culture meets career advancement.