Head of Account Management

About the role

The Head of Account Management leads the Tarjama& / Arabic.AI Account Management function, strengthening strategic client relationships, protecting and growing existing revenue and ensuring a consistent, high-quality client experience. The role sets the function's strategy, priorities, performance standards and account management practices, and reports to the Head of Service / Services Director.

Key responsibilities

• Define and run the Account Management strategy, set team objectives, KPIs and governance, and coach and develop Senior Account Managers
• Oversee key and strategic accounts, including account plans, satisfaction monitoring, business reviews and resolution of major escalations
• Own revenue retention, account growth, upselling and cross-selling, and oversee account-level revenue plans, pipelines, forecasts and profitability
• Guide the team on proposals, pricing, negotiations and renewals, and escalate material exceptions
• Monitor function-level KPIs, keep Salesforce data accurate, and prepare management reports on portfolio health and client risks
• Act as the senior link between Account Management and Service Delivery, Operations, Quality, Product and Technology, and support handovers, scope changes and renewals
• Keep abreast of market trends and client-sector developments, and represent the function internally and with clients

Required profile

• Bachelor's degree in Business Administration, Business Management, Marketing or a related field; a postgraduate qualification is an advantage
• 10-12 years of experience in account management, strategic client management, enterprise sales or commercial leadership, preferably in a B2B environment
• Proven experience leading an account management or client-facing commercial team
• Strong commercial experience in account planning, forecasting, pipeline management, proposals, pricing, negotiations and renewals
• Good understanding of language and translation services and/or technology-enabled solutions

Required skills

• Proficiency in Salesforce or a comparable CRM platform
• Microsoft Office, especially Excel and PowerPoint
• Arabic and English, written and spoken
• Commercial skills: negotiation, contract renewal, pipeline and forecast management, account planning and proposal management