Account Director

Posted 4 April by RM

Resulting from sustained business growth, we have opportunities for experienced Account Directors to join the RM Results business in a role that is key in supporting the business strategy to successfully acquire and on-board new clients, as well as deliver and grow the scope of contracted services.

RM Results ( is part of the RM Group of Companies and is at the heart of educational assessment, providing innovative technology and service solutions which are transforming the exams sector in the UK and across the globe. These solutions are integral to the success of a growing list of customers (including UK and international examination boards, professional bodies and government departments) in the high profile, high stakes assessment market. Every year more than a million people around the world get the marks they deserve thanks to RM Results. Our vision is to grow from our current strong position as the leading provider of high stakes eMarking solutions into an organisation that is a major force in the eAssessment arena, and one that is recognised as a thought leader in the market, bringing ideas such as artificial intelligence and adaptive testing into the eAssessment market in new, valuable and innovative ways.

As Account Director you will manage key accounts to deliver long term contracts and additional growth with full accountability for meeting and/or exceeding order, revenue, profit and cash targets. You will be fully accountable for driving sustainable growth within your accounts, creating strong and positive client relationships, overall customer satisfaction and delivery of contracts. You will ensure successful delivery of existing contracts and requirements, ensure customer expectations and service levels are met, and achieve long term client retention and contract growth.

You will need solid commercial and financial acumen, customer focus, commitment to delivery excellence and creativity in order to develop the strategy and direction for your accounts, aligned to Business Unit strategy and objectives. Working within a matrixed organisation as Account Director you will be required to lead and develop a highly effective and motivated team to ensure the execution of the strategy is successful. You will work with the wider RM Results team, and in particular the Product team, to support understanding of customer requirements, and the development of the short, medium and long term Product strategy for RM Results.

You will have the ability to effectively manage a range of stakeholders (internally and externally) and you will lead the strategic relationships within your designated customer accounts, including Managing Director level and C-suite relationships.

Key responsibilities

*Accountable for the definition and successful execution of strategy for their accounts and the subsequent achievement of the order, revenue, profitable growth and customer delivery objectives
*Understand the market, including its changing dynamics, to evolve the thinking and strategy within their accounts and to ensure that the product teams have the facts to be able to drive new innovations to respond to the opportunities defined in the markets.
*Define the account portfolio stakeholder map, personally own strong relationships with the key customer senior stakeholders, and manage the involvement of the SLT and Exec as required.
*Drive the sales of change and growth services into the account, successfully closing the majority of deals within the account team - but working with members of the Sales and Marketing team for major opportunities as required and as agreed with the Business Unit Director.
*Fully accountable for their accounts P&L, with accountability and responsibility for meeting and exceeding Order, Revenue, Profit and Cash targets set in line with budget.
*Accountable for delivery across the account portfolio, ensuring that customer contracts and expectations are delivered by the team, across all stages of a customer/contract lifecycle.
*Ensure that service levels provided by the Functional Divisions meet the requirements of the existing and new contracts.
*Embed the customer experience model through bid, on boarding and delivery, to contract close, renewal or extension. Meet and exceed the key measures across the customer experience lifecycle.
*Manage a team for the account (both directly managed staff and those involved in a matrixed role) and develop a high performing team, aligned to account objectives and culture, and with a clear vision of success, whether direct or matrixed.
*Actively manage development, through the use of personal and career development plans, and assignment to challenging projects and responsibilities.

Skills & experience

*Experience in managing multimillion pound IT service accounts
*Strong experience in account strategy development and leadership
*Proven experience of managing and motivating teams during periods of high pressure and operational challenge, in a high stakes, high volume, and high quality (ideally regulated) environment; excelling at maintaining a positive customer relationship
*Experience of delivering against revenue, order intake, cost/profit and cash collection/debt targets
*Experience of strategic bid leadership
*Strong ability to develop and manage business relationships at all levels, including senior customer relationships, and to effectively influence senior internal stakeholders
*Organisational planning, resource mobilisation and problem solving abilities
*Experience on-boarding new customers into a managed service and/or the delivery of IT software and services change programmes is desirable
*Ability to work effectively under pressure with competing and rapidly changing priorities
*Strong communication skills applicable through multiple channels (written, spoken, workshops, presentations)

Reference: 34820563

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