About the job
Join us as a B2B Account Manager and take on an exciting role where you will:
- Implement a strategic hybrid account management approach, integrating personalized support with scalable solutions.
- Create and refine customer segmentation (e.g., Tier A/B/C) based on complexity, risk, and unique technical requirements.
- Advise on the ideal size, roles, and structure of the account management team for optimal operations.
- Define interaction protocols between account managers and technical, operations, policy, and data teams.
- Establish clear workflows for addressing technical challenges, release communications, change deployment, and customer readiness.
- Set up escalation pathways and clarify roles and responsibilities (RACI).
- Develop mechanisms for tracking reports and insights (customer health, error trends, readiness indicators).
- Design practical templates including customer engagement plans, change-readiness checklists, issue-triage scripts, and briefing packs.
- Recommend suitable tools or light CRM approaches for managing 500-1000 accounts.
- Outline a roadmap for phased implementation.
- Train internal staff and integrate repeatable processes.
- Provide guidance on metrics to monitor success and facilitate ongoing refinement of the model.

