titc.io

• Own and execute the national account management strategy across multiple client segments and regions • Build and maintain trusted relationships with senior stakeholders across key accounts • Drive client retention, renewals, upselling, and cross-selling opportunities across the existing customer base • Develop strategic account plans for high-value and enterprise clients • Act as a senior escalation point for complex or high-priority client matters • Identify and convert growth opportunities within existing accounts into measurable commercial outcomes • Partner closely with Sales teams to ensure seamless onboarding and account transition processes • Monitor and optimise account performance against retention, engagement, and revenue targets • Drive customer expansion initiatives aligned to broader business growth objectives • Own CRM discipline, pipeline visibility, and account data integrity across the function • Ensure consistent tracking of customer activity, risks, opportunities, and engagement metrics • Deliver reporting and forecasting insights to leadership teams on account health and commercial performance • Implement scalable processes and frameworks to improve operational efficiency within the function • Lead, mentor, and develop a national account management team • Establish clear KPIs, accountability measures, and performance standards • Design and refine team structures as the business scales • Support talent development, succession planning, and team growth initiatives • Develop and optimise incentive structures aligned to retention, growth, and customer value outcomes • Use data and performance insights to continuously improve team effectiveness • Foster a high-performance culture focused on ownership, accountability, and customer success • Partner closely with Product, Engineering, Support, and Operations teams to improve customer experience • Act as the internal voice of the customer while balancing commercial priorities • Surface customer insights and feedback to help inform product and roadmap decisions • Ensure strong alignment between Account Management and broader business functions