Description
Job Purpose The Head of Account Management is responsible for leading Tarjama& / Arabic.AI Account Management function, strengthening strategic client relationships, protecting and growing existing revenue, and ensuring a consistent, high-quality client experience across the portfolio. The role sets the function’s strategy, operating priorities, performance standards, and account management practices. It leads the Account Management team in driving client retention, account expansion, upselling and cross-selling across language services and technology solutions, while ensuring robust account planning, commercial governance, and accurate forecasting. Reporting to the Head of Service / Services Director, the role works closely with Service Delivery, Operations, Quality Excellence, Product, Technology, and other relevant functions to align client needs with delivery capability, resolve escalations, identify improvement opportunities, and contribute to the company’s commercial objectives. Duties & Responsibilities Account Management Strategy & Functional Leadership • Define and execute the Account Management function’s strategy, priorities, and operating model in alignment with company objectives and the wider commercial and service strategy. • Establish clear team objectives, KPIs, account coverage standards, performance expectations, and governance routines to ensure consistent execution across the function. • Lead, coach, and develop Senior Account Managers and other team members, strengthening commercial capability, client management skills, accountability, and succession readiness. • Allocate and review account portfolios, resources, and responsibilities based on client value, growth potential, complexity, and service requirements. • Standardize account planning, client review, renewal, escalation, and reporting practices to promote consistency and scalability. Strategic Client Relationship Management & Retention • Oversee the management of key and strategic client accounts, ensuring strong relationships, high client satisfaction, retention, and long-term partnership development. • Build and maintain trusted relationships with senior client stakeholders and executive decision-makers, personally engaging in strategic accounts and high-priority situations as required. • Ensure account plans are in place for priority clients, covering client objectives, relationship maps, service performance, risks, renewal timelines, and growth opportunities. • Oversee client satisfaction monitoring, feedback collection, business reviews, and proactive engagement to identify risks early and strengthen client loyalty. • Lead the resolution of major client escalations and coordinate corrective actions with relevant internal stakeholders to protect relationships and business continuity. Revenue Growth & Commercial Performance • Own the Account Management function’s contribution to revenue retention, account growth, upselling, cross-selling, and achievement of agreed commercial targets. • Identify and prioritize opportunities to expand client portfolios across Tarjama&’s language services and technology solutions, aligning proposed solutions with client needs and business priorities. • Oversee account-level revenue plans, pipeline development, renewal opportunities, and commercial forecasts; challenge assumptions and ensure timely, accurate reporting. • Guide the team on proposals, pricing, commercial terms, negotiations, renewals, and account growth strategies, escalating material exceptions for approval in line with delegated authority. • Review account profitability and commercial performance, identify underperforming accounts or risks, and drive appropriate recovery or growth plans with relevant stakeholders. Performance Management, Reporting & Governance • Monitor function-level KPIs, including client retention, satisfaction, revenue growth, renewal performance, forecast accuracy, account expansion, and team productivity. • Maintain disciplined use of Salesforce and other relevant systems, ensuring accurate account data, opportunity tracking, client activity records, forecasts, and reporting. • Lead regular account reviews, pipeline and forecast meetings, client portfolio reviews, and performance check-ins, ensuring clear actions, owners, and follow-through. • Prepare and present management reports and actionable insights on portfolio health, revenue performance, client risks, growth opportunities, and resource needs. • Identify opportunities to improve account management processes, tools, reporting, and ways of working, and lead implementation of agreed improvements. Cross-Functional Service & Client Experience Alignment • Act as the senior coordination point between Account Management and Service Delivery, Operations, Quality Excellence, Product, Technology, and other functions to align client expectations with delivery commitments. • Partner with delivery leaders to monitor service quality, delivery performance, client commitments, and corrective actions affecting client satisfaction or retention. • Ensure client requirements, feedback, risks, and opportunities are communicated clearly to internal stakeholders and incorporated into service or product improvement plans where appropriate. • Support effective handovers, scope changes, issue resolution, and renewal planning to maintain continuity throughout the client lifecycle. Market Insight & Continuous Improvement • Maintain awareness of client-sector developments, competitor activity, and market trends relevant to language services and technology solutions. • Use client feedback and portfolio insights to identify emerging needs, new service opportunities, and improvements to Tarjama&’s client value proposition. • Represent the Account Management function in relevant internal forums and client engagements, promoting a customer-focused and commercially disciplined culture. Education, Experience & Qualifications • Bachelor’s degree in Business Administration, Business Management, Marketing, or a related field; a relevant postgraduate qualification is an advantage. • (10-12) experience in account management, strategic client management, enterprise sales, or commercial leadership, preferably within a technology, IT services, consulting, language services, or related B2B environment. • Demonstrated experience leading an account management or client-facing commercial team, setting performance expectations, coaching employees, and delivering team results. • Proven track record in managing strategic accounts, retaining clients, growing revenue, and identifying and converting upselling and cross-selling opportunities. • Strong commercial experience across account planning, forecasting, pipeline management, proposals, pricing, negotiations, and contract renewals. • Experience managing complex client relationships and escalations, including engagement with senior stakeholders and cross-functional internal teams. • Good understanding of language and translation services and/or technology-enabled solutions, with the ability to understand client requirements and coordinate appropriate internal responses. • Strong analytical, strategic planning, problem-solving, decision-making, and organizational skills, with the ability to use data to guide priorities and performance improvement. • Proficiency in Salesforce or comparable CRM platforms and Microsoft Office applications, particularly Excel and PowerPoint. • Excellent written and verbal communication and presentation skills in both Arabic and English. Technical Competencies Team Building & Management Conflict Management Time Management Results Orientation Influencing Others Strategic Account Management Commercial Performance & Revenue Growth Negotiation & Contract Renewal Customer Relationship Management (CRM) Pipeline, Forecasting & KPI Management Account Planning & Portfolio Analysis Proposal, Pricing & Deal Management Client Experience & Service Governance