Head of Account Management & Client Success

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Company Description

xUnlocked is a London-based B-Corp experiencing rapid growth. We are a premium provider of Sustainability and Finance digital learning and skills, enabling large enterprises to achieve their goals by ensuring their employees have the skills to succeed.

Our on-demand B2B learning platform has two core products: Sustainability Unlocked and Finance Unlocked. Our clients - that include Santander, Airbus and the London Stock Exchange - have access to thousands of premium learning courses, all created in-house with >200 world-leading experts - including Mark Carney, Sir Ronald Cohen and Kevin Trenberth.

As a B Corp, we are focused on making a positive social impact through the power of learning.

Job Description

Reporting to Henry White (CEO) we're seeking a Head of Account Management & Client Success (player/coach) to join our team at a pivotal time, to help us set the foundations needed to grow and succeed in an exciting market leading proposition.

We need a motivated, ambitious individual who can effectively communicate with clients at the highest level, understand their needs, optimise their engagement and platform usage, and ultimately recognise opportunities for upsell/expansion. Alongside this, they should demonstrate a strong ability to nurture, develop and lead a team (currently 2 team members) to success.

This is a great chance to accelerate your career in account management and client success but importantly in wider leadership with a rapidly expanding company that offers exceptional learning and development opportunities. You will be able to learn from the best, work in a collaborative and enjoyable atmosphere, and in a fast-paced environment.

Success in this role will be about driving product high engagement and excellent client experience, ultimately resulting in client retention, expansion, advocacy and referrals.

About the role

• Quota attainment: You will hold an individual quota, likely managing key strategic clients, as well as a team quota.
• Leadership: Lead your team from the front, provide strategic direction to them and foster a culture of customer centricity and excellence. You will be a driver of our vision, mission and live our values, modelling the desired behaviours for your team.
• Client engagement: Develop and implement client engagement strategies that drive adoption, retention, and expansion opportunities across current and future xUnlocked products.
• Expansion: Build and launch a data driven revenue plan that creates meaningful revenue opportunities within our existing client base.
• Client growth: Implement AM & CS pipeline tactics covering client touch points, campaign execution, marketing investment and competitor timelines.
• Client feedback: Collect and analyse client feedback to identify areas of improvement and drive product and service enhancements. You'll also use this to collaborate with marketing and product to develop and oversee communication strategies to keep clients informed about product updates, best practices, and industry trends.
• Collaboration: Work collaboratively across all teams within the business (sales, marketing, content, product, operations) to provide a world class buyer experience for the xUnlocked clients.
• Data and process: Define and track key performance indicators to measure your team's performance and help implement processes and systems to help them work efficiently and transparently.
• Sales enablement: Drive the best practice for building foundational metrics and supercharge the team's pipeline efforts.

Qualifications

Must haves

• A robust background in SaaS account management and client relationship management where you were selling a solution with a £50k+ ARR.
• Success at a Series A-B company as a AM/CS Lead (or equivalent)
• History of successful delivery of quotas in a similar environment.
• Proven playbooks and track record of building high-performance AM & CS teams in an agile startup setting.
• Ability to use both qualitative and quantitative data to back your strategy and decisions - pulling from multiple sources with the ability to synthesise
• Strong at building relationships, partnerships and with client centric thinking that can drive innovation into our product development roadmap.

Non-essentials, but "nice to haves"

• Experience working in an Edtech, Sustainability, Finance, or a B2B learning environment, liaising with Heads of Sustainability, Finance or Learning.
• International AM & CS Experience
• Experience at a Series A - B company.

About you

• You have a passion for sustainability, learning and making a lasting impact
• Ability and desire to thrive in a continuously evolving and quickly growing environment
• An excellent communicator who enjoys talking to people
• A self-starter who can think on their feet
• You enjoy working in a team and being part of something bigger than yourself
• You are a creative problem solver and approach challenges with fresh thinking
• Empathetic and able to build solid and long-lasting relationships both internally and externally.
• You are focused on results
• You think 'big'
• You are an approachable leader who unites, motivates and aligns your teams through
• You are a strong communicator and are respectful but to the point (efficient versus kind)
• You use data, insights and judgement to make decisions, and develop processes and strategies
• Motivated, coachable, and determined individual
• Impeccable work ethic - willing to go the extra mile
• Process oriented and highly organised

Additional Information

Our offer

Your base salary and commission will be competitive and aligned with your experience.

As well as the usual things you'd expect (statutory pension contributions, 25 days holiday, EMI options, competitive salary), we also offer:

• Hybrid working - you will work in our Bloomsbury office a minimum of two days per week with the flexibility to choose home or office work the rest of the week
• Working from home - we provide the equipment you need to do your job well, plus a one-off allowance to make your home setup comfortable
• Working from abroad - ability to work abroad up to 30 days per year
• Team activities - we host regular in-person team meals and activities , and an annual company offsite
• Private healthcare - we provide a healthcare cashback scheme with Medicash covering medical, dental and other health-related expenses
• Enhanced parental leave - we are proud to offer flexible enhanced parental leave for both parents
• Giving back - we encourage up to two days of paid volunteering time per year to support a cause of your choice and regular team volunteering activities organised by the company

Our vision and values

A strong culture is vital to us, and we look for people who share our share in our vision (inspire learning, empower change) and our values which are:

• Act like an owner: We understand we are all accountable for our own actions and areas of responsibility, and take pride in how our individual work contributes to our collective success.
• Do the right thing: We consider how our decisions and choices affect all stakeholders; we believe in the power of education to empower more competent, skilled professionals and a more inclusive and sustainable world. As a public commitment to this, we are a certified B-Corp.
• Relentlessly progress: We have a strong sense of accountability and act as owners. We go the extra mile, both personally and for the team, consistently striving to innovate to help the company, clients and learners.
• Deliver simplicity: We take pride in meeting customer and learner needs with simple solutions, meaning we must often navigate complexity to deliver clear and focused outcomes ultimately.