Head of Account Management Portuguese Market - Factorial HR
hace 4 días
Barcelona
Overview In this hands-on leadership role, you will own retention, expansion, and customer success strategy for the Portuguese market within the CX organization. You’ll lead a high-performing team, guide complex customer scenarios, and drive improvements across experience, retention, and revenue. You’ll stay close to day-to-day operations while turning data-driven insights into action. This is a player-coach role that shapes product and service improvements through strong cross-functional collaboration. Compensaciones / Beneficios • Alan as private health insurance, • Wellhub gym and wellness benefits, • Cobee expense management, • Language classes, • Breakfast in office and organic fruit, • Pet friendly workplace Responsabilidades, • Own retention, renewal, and expansion targets for the Portuguese market, • Develop initiatives to increase customer lifetime value and reduce churn, • Monitor team performance and ensure KPIs are met, • Recruit, onboard, and develop Account Management talent, • Coach Account Managers through complex situations, negotiations, and escalations, • Foster a high-performance culture focused on accountability and continuous improvement, • Conduct performance reviews and provide actionable feedback, • Identify opportunities for operational improvements in day-to-day activities, • Support high-risk accounts, escalations, product challenges, and renewal risks, • Design and optimize processes to boost efficiency, satisfaction, and business results, • Leverage data to identify trends, root causes, and informed decisions, • Voice of the Customer and Market: translate feedback into actionable recommendations, • Advocate for Portuguese customers and influence product and service improvements Requisitos principales, • Native Portuguese speaker with direct experience in the Portuguese market, • Fluent English, • 3+ years of leadership in Account Management, Customer Success, CX, or related SaaS function, • Strong SaaS or technology industry background, • Proven ownership of retention, renewals, upselling, cross-selling, and expansion metrics, • Experience in fast-paced, high-growth environments, • Strong problem-solving and analytical abilities, • Ability to navigate ambiguity and make data-driven decisions, • Excellent coaching and people development capabilities, • Data-driven decision making, • Customer success metrics and KPI tracking, • Escalation management and stakeholder negotiations