Account Director

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The Account Director plays a critical role in driving long-term customer success, retention, and revenue growth. You will be responsible for managing a high-value portfolio of strategic client relationships, acting as a trusted advisor and executive sponsor to ensure delivery excellence, satisfaction, and measurable business outcomes for our customers.

Reporting to the Customer Strategy Director you will lead strategic engagement initiatives with key accounts, identify and capitalise on growth opportunities, and shape the evolution of our customer experience strategy. Your ability to align client needs with our business capabilities will directly influence retention, upsell, and cross-sell performance across the organisation.

In this role, you will also lead and develop an Account Management team, fostering a culture of accountability, continuous improvement, and customer-first excellence. You will provide strategic guidance and hands‑on coaching to ensure your team consistently delivers value, deepens client partnerships, and represents the voice of the customer within our business.

This is a high‑impact, commercially driven role, passionate about delivering customer success at scale and playing a key part in shaping our go‑to‑market and growth strategy.

• Manages a portfolio of key customer accounts, maintaining strong, professional relationships with multiple stakeholders.
• Adopts the Account Management Playbook in providing the framework to successfully manage our customers providing input for improvement and amends to the document.
• Supports the implementation/onboarding process for new customers, working with that team ensuring all internal procedures are followed to establish strong initial engagement.
• Develops and delivers tailored strategic account plans that clearly demonstrate value to the customer.
• Promotes Lightfoot’s key differentiators, including Driver Rewards and Gamification, and drives customer engagement with these initiatives. Supports customers in effectively using the Lightfoot platform, including organising training sessions for key users.
• Ensures customers are provided with relevant, actionable data and reporting to enable effective use of the system.
• Identifies upsell opportunities and drives revenue growth within existing accounts.
• Manages the customer renewal process in line with established KPIs.
• Provides timely and accurate forecasting of all upsell and renewal activities within the portfolio.
• Acts as a conduit between customers and internal development teams to communicate evolving customer needs and product feedback.
• Collaborates with internal stakeholders to shape and deliver customer engagement, support, and marketing initiatives.
• Maintains accurate and up-to-date records of customer data and interactions within Salesforce (or other CRM systems).
• Coordinates with internal colleagues on shared accounts to ensure seamless service delivery.
• Represents the business in customer meetings, on‑site visits, presentations and training
• Acts as an internal Product Manager for the Lightfoot platform, supporting adoption and product alignment.
• Supports compliance with ISO 9001 and ISO 27001 standards across relevant customer‑facing processes
• Works collaboratively with other Account Directors and the AM team to deliver on the overall team objectives/KPIs.

• Provides day‑to‑day leadership, coaching, and support to a team managing accounts.
• Mentors team members to ensure the highest standards of account management are consistently achieved.
• Supports creative thinking and problem‑solving within the team, particularly when addressing customer challenges.
• Works collaboratively with their Account Management team to ensure a consistent, high‑quality approach across the Account Management function.
• Maintains oversight of individual AM portfolios to ensure alignment with broader account management standards as well as supporting their team on both opportunities and issues within their portfolio
• Ensures forecasting of AM‑led upsell and renewal opportunities is accurate…