VP, Account Management

Responsibilities:

 

Revenue retention & growth:

• Defend and grow the $60M+ ARR installed base, defining and operating a CSM strategy tailored to each Business Unit’s customer profile, contract sizes and engagement needs.
• Build and qualify upsell and cross-sell pipeline, leading a land-and-expand motion across key accounts and driving cross-sell of the wider portfolio (Revenue Management, payments, Insights).
• Maintain oversight of upcoming contract renewals and actively secure renewal or extended term, underpinned by customer health scoring and proactive renewal management to curb churn.
• Ensure appropriate billing and assist in revenue collection of all services where required.

 

Customer engagement & satisfaction:

• Establish and develop direct contacts with the relevant senior decision-making executives in the accounts managed, networking effectively to promote CHAMP’s products and services.
• Actively engage existing clients with high-value proposals and presentations that showcase additional and new/upcoming services and the business benefits CHAMP brings to their operation.
• Ensure customer satisfaction throughout the customer user base, providing pro-active account management that delivers both growth and retention.
• Oversee the Additional Work Requests (AWRs) process with the customer, in line with contracted procedures, where the customer seeks additional CHAMP services (training, new solution enhancements, etc.).

 

Account planning & governance:

• Own a formal account plan for each strategic account – stakeholder map, whitespace analysis, expansion roadmap and renewal timeline – reviewed and refreshed quarterly with the CCO.
• Run a structured QBR cadence with senior stakeholders, with agreed outcomes, actions and owners tracked through to closure.
• Maintain contract and commercial compliance: scope adherence, indexation and uplift clauses, and consumption against contracted volumes.

 

Onboarding, adoption & value realization:

• Own the post-sale onboarding handover from Sales, ensuring a clean transition of commitments and agreed success criteria.
• Drive product adoption and utilisation across the installed base,
• Lead the Cargospot Neo migrations of the existing CHAMP customers from Cargospot Classic. This entails engagement, organizing demos, articulating the neo value proposition, business case preparations, and contract negotiations.
• Evidence value delivered through benefit tracking and business cases that the customer’s own executives can defend internally.

 

Risk & churn prevention:

• Maintain a churn-risk register with early-warning indicators and documented recovery plans for at-risk accounts.
• Lead customer satisfaction improvement plans where survey results fall below target.

 

Commercial discipline & forecasting:

• Own renewal and expansion forecasting accuracy, underpinned by disciplined CRM hygiene and clean pipeline handover to Sales.
• Support pricing, re-negotiation and contract restructuring discussions alongside Sales, Legal and Finance.

 

Leadership & cross-functional:

• Lead, coach and develop the Account Management team, setting account coverage, capacity planning and performance standards.
• Serve as the formal Voice of the Customer into Product, Delivery and Operations, with structured input into the roadmap.
• Build a customer advocacy and reference programme, including case studies, user groups and industry event participation.
• Other duties as assigned by management
• Travel required

 

Primary KPIs:

Net Revenue Retention (NRR) – year-on-year growth of the installed base, including upsell, cross-sell and contractual indexation, net of churn and downgrades.

Gross revenue and logo retention – ARR and customer numbers retained across the $60M+ base, with churn held within agreed tolerance.

Renewal performance – percentage of contracts renewed on or before expiry, and the average uplift or extended term secured.

Expansion revenue – incremental ARR won from upsell, cross-sell and Additional Work Requests within the managed accounts.

Qualified pipeline generated for Sales – value of upsell and cross-sell opportunities handed over, and their conversion rate.

Migration and adoption – customers migrated to Neo and Cargospot against plan, and product utilisation levels across the installed base.

Customer satisfaction (CSAT / NPS) – survey results against target, with improvement plans agreed and closed out where scores fall short.

Account governance – account plans and QBRs completed to cadence for all strategic accounts, with agreed actions tracked to closure.

Forecast accuracy – variance between forecast and actual renewal and expansion revenue, supported by CRM data quality.

Billing and collections – accuracy and timeliness of invoicing for contracted and additional services, and overdue receivables within the managed base.

 

Knowledge, competencies & skills

You will ideally have:

• Excellent knowledge or the air cargo industry and its participants.
• 10+ years in enterprise B2B software or SaaS sales, including at least 5 years leading quota-carrying teams, with a consistent record of meeting and exceeding new business targets.
• Experience as a senior Customer Success, account management or commercial leadership role within a SaaS business.
• Demonstrable success winning complex, high-value, long-cycle enterprise deals with C-level buying committees, combined with credibility in higher-velocity, higher-volume sales motions.
• A track record of shaping and executing go-to-market strategy across multiple product lines or business units, including entry into adjacent markets and new verticals.
• Strong commercial and pricing acumen: business case construction, subscription and recurring revenue models, margin and discount discipline, and contract negotiation through to signature.
• Strength in consultative, value-based selling, with the credibility to lead executive-level discovery, present solutions personally and embed a recognized sales methodology across the team.
• Excellent written and oral communication skills in English (essential)

 

You will exhibit:

• An ability to interact collaboratively with management, colleagues and other stakeholders to achieve the organisation’s goals and targets.
• Customer orientation with a strong focus on empathy and customer satisfaction.
• An ability to successfully negotiate to achieve mutually beneficial outcomes.
• Good multi-cultural awareness.

 

Your background will show:

• Experience in operating internationally and delivering to global players in their respective industries.
• Awareness and good understanding of different software development methodologies.

 

 

The selected candidate may be subject to the provision of an up-to-date (not older than 3 months)  criminal record certificate.