Head of Account Management

A LITTLE INFORMATION ABOUT US!

Foods Connected is an award winning cloud based software platform that helps retailers and food companies across the world manage their supply chain, quality control, and trading and planning management. Our software solutions are currently utilised by 10 of the largest food retailers in the world. As a team, we provide tools that help our customers manage their processes in a fast and efficient way and provide real-time visibility and reporting on what is happening in their business.

At Foods Connected, we recognise that our employees are our most important asset and we value creating a great working environment to ensure our team enjoy, working together and solving problems for our customers. Whether we are in the middle of a fast and intense development sprint, on a Teams call discussing project statuses, it is important to us that our employees are happy and delivering the best possible result for our customers. We’re always keen to welcome talented individuals to join our expanding team. So if you’re driven, detail oriented, and passionate about working in a fast-paced, high-growth environment... we’re looking for you!

IS THIS SOMETHING THAT INTERESTS YOU?

As Foods Connected continues to strengthen its position in the EMEA market, the Head of Account Management plays a critical role in ensuring our customers achieve maximum value from their investment in our platform. This role sits at the intersection of customer success, commercial growth and operational excellence, leading as the primary relationship owners for our diverse customer base. You will be part of a high-performing team that drives customer retention, expansion and advocacy, establishing best practice and scalable account management frameworks that deliver an exceptional customer experience across EMEA. Working closely with the Commercial Director – EMEA, you will turn commercial strategy into clear account plans, meeting revenue targets while keeping customers satisfied, and coach your team to become trusted advisors who help customers see measurable value from Foods Connected.  This role needs a balance of hands on account management expertise and leadership, with a genuine passion for customer success and a commitment to accountability, collaboration and continuous improvement.

RESPONSIBILITIES:

Account Management Strategy and Execution

• Implement account management frameworks, playbooks and best practice aligned with the Commercial Director’s strategy.
• Oversee account planning so every customer has a clear success plan and growth strategy.
• Monitor account health, adoption and engagement across the portfolio.
• Identify at-risk accounts and put retention strategies in place to minimise churn.
• Drive adoption of the full Foods Connected product suite through targeted account strategies.
• Ensure consistent, proactive engagement with customers throughout their lifecycle.

Revenue Growth and Performance Management

• Drive team performance against renewal, upsell and cross-sell targets.
• Oversee renewals to ensure they are timely, proactive and successful.
• Identify and qualify expansion opportunities within existing accounts.
• Support pricing discussions and contract negotiations for renewals and expansions.
• Provide accurate forecasts of renewal and expansion revenue.
• Track and report on team performance, pipeline health and revenue outcomes.

Cross-Functional Collaboration and Stakeholder Management

• Partner with Professional Services for a smooth transition from implementation to account management.
• Collaborate with Sales on expansion opportunities and account transitions.
• Work with Product teams to share customer feedback and influence roadmap priorities.
• Liaise with the Commercial Director on strategic account initiatives and escalations.
• Represent the customer voice in internal planning and decision-making.
• Support customer-facing activities including QBRs, workshops and strategic reviews.

Team Leadership and Development

• Provide coaching, mentoring and regular feedback to develop capabilities and drive performance of more junior team members.
• Form part of regular team meetings, training sessions and knowledge-sharing activities.
• Help build a culture of customer-centricity, commercial awareness and continuous improvement.
• Manage team capacity and workload to ensure optimal coverage and response times.
• Help develop Account Managers.

EXPERIENCE AND QUALIFICATIONS:

Minimum Qualifications and Experience

• Bachelor’s degree in Business or a related field.
• 5+ years’ experience in account management, customer success or relationship management within B2B SaaS.
• 2+ years’ people management experience, including building and developing high-performing teams.
• Proven track record of achieving revenue targets through renewals and account expansion.
• Experience managing enterprise and mid-market accounts in a subscription-based business.
• Strong understanding of customer success principles and account management best practice.
• Experience with CRM systems (Salesforce, HubSpot or similar), customer success platforms and the Microsoft 365 suite.
• Knowledge of SaaS commercial models, including MRR, ARR, churn and expansion metrics, with strong forecasting and pipeline management.
• AI aware and focused on adoption.

Desirable

• Experience in the food industry or with supply chain or compliance software.
• Background in scaling account management functions in high-growth SaaS companies.
• Familiarity with customer success methodologies, such as customer health scoring and success plans.
• Experience with multi-country or regional account management.

How you work

• Integrity, ownership and accountability, setting high standards for yourself and others.
• Open communication: you listen well, connect with candour and adapt to different audiences.
• Collaborative, building strong relationships and bringing in diverse perspectives.
• Results driven, with discipline and resilience.
• Service orientated, identifying needs and exceeding expectations.
• Entrepreneurial, with technical and business curiosity and a growth mindset.
• Strategic, able to analyse information and develop go-forward strategies aligned with our priorities.
• A natural coach who develops team members and creates growth opportunities.

This role includes regular travel to meet team members and key customers across the EMEA region.

BENEFITS:

• Competitive base salary.
• Flexible working hours and a hybrid working environment.
• Generous holiday package: 25 days plus 10 public holidays & Your Birthday Off.
• Private healthcare and employee wellness classes.
• Clear career development and progression.
• CSR Day per year to give back to causes that matter to you.