Account Manager Team Lead, North America

About Sedex

Sedex is a trusted partner for over 85,000 businesses worldwide, helping them create socially and environmentally sustainable supply chains. Through our platform's powerful data insights and expert guidance, we simplify the management, assessment, and reporting of sustainability performance.

Our Vision is to be a leader in making global supply chains more socially and environmentally sustainable. Our Mission is to provide data-driven insights, accessible tools, and exceptional services that support businesses in improving environmental, social, and governance (ESG) performance and outcomes.

The role

This role’s main goal is to lead, motivate, support, and drive the performance and workflow of the Account Management team in North America. Evolving sales processes and cycles that support the core business goals of supplier membership growth, additional revenue, retention, and customer satisfaction.

Expanding and maintaining relationships with strategically important customers and in doing so, have the Account Management Team reach their full potential to build strategic and valued relationships across their portfolio, increasing customer satisfaction.

Ensuring high and consistent levels of customer service and technical support are provided to customers and all other stakeholders.

Key responsibilities

• Build and evolve an appropriately skilled and qualified Account Management team based on the company’s current and future goals.
• Manage, motivate, and support the team in the delivery of their roles and core outputs.
• Set sales targets, quotas, and approach, using data to accurately track and forecast according to budget.
• Implement and deliver KPIs across the regional team, continuously reviewing ROI across work streams.
• Sales coaching to optimize delivery on core business objectives and drive development within the team.
• Review and enhance the Account Management Strategy ensuring that the team has a structured approach to understanding customer needs and objectives together with the mechanisms to drive customer value.
• Develop relevant sales enablement documentation to support sales negotiations.
• Design and implement strategic campaigns that generate supplier growth or additional revenue.
• Support the Head to implement regular reporting outputs for the leadership team.
• Act as a key stakeholder across the global business for the customer portfolio, sharing insights, successes, and opportunities to expand our offering further.
• Escalate issues to the Head in a timely manner and undertake necessary steps to ensure resolution and root cause analysis.
• Sign off on service agreement documents at the point of sale.
• Own and resolve customer complaints in a timely manner, ensuring that both Sedex and the customer’s needs are considered.
• Seek opportunities to improve processes that will have a direct and positive impact on the customer journey and create team efficiency.
• Work closely and collaborate with a variety of internal business teams and stakeholders.
• Ability to be in the regional office, meeting internal and external stakeholders face to face. Ability to travel to customers on occasion if required.

Knowledge, Skills & Experience

• 5+ years' experience in a sales-focused team management role.
• Excellent leadership qualities with proven ability to coach, drive long-term sales strategies, develop, and successfully manage a team of high-performing Account Managers to meet and exceed KPIs.
• Familiarity with managing customers in a SaaS or similar product environment.
• Ability to demonstrate an understanding of data analysis and an ability to extract useful insights from raw data and information for the purpose of strategy creation, furthering key account agendas, and enabling the achievement of goals and targets.
• Experienced in developing a range of productive relationships and fostering a team ethic. Strong collaboration and influencing skills, ability to demonstrate stakeholder management.
• Driven to work in a fast-paced, ambiguous, ever-changing environment, and can organize and prioritize your work independently.
• Excellent communication and presentation skills with experience in strengthening and developing relationships at a…