Manager of Account Management

As the Manager of Account Management at Trustpilot, your primary responsibilities include leading the Account Management team, overseeing customer relationships throughout their lifecycle, forecasting revenue, managing churn, and identifying upselling and cross-selling opportunities. You will also play a key role in developing team culture, executing business strategies, and representing the interests of clients across several departments. Ensuring your team meets performance goals and fostering an environment of high engagement are also critical components of this role.

To be considered for the Manager of Account Management position at Trustpilot, candidates should have prior experience as an Account Manager, familiarity with people management tasks, and a good grasp of the UK market. Experience with B2B subscription models and the ability to create business cases and present to C-level stakeholders are essential. Strong communication skills and a solution-oriented approach to challenges are also vital for success in this position.

The Manager of Account Management at Trustpilot plays a pivotal role in achieving the company's goals by ensuring that clients receive the highest level of service, which in turn drives retention and encourages subscription renewals. By leading a team that is focused on performance management and cultivating best practices within account management, this position directly influences revenue and aids Trustpilot in solidifying its reputation as a trusted platform for users and businesses.

At Trustpilot, opportunities for professional development are abundant. The Manager of Account Management will have access to various resources, including the Trustpilot Academy, LinkedIn Learning, and tailored development programs designed to enhance skills at every stage of one’s career. There are also opportunities to participate in global projects and initiatives that contribute to personal growth and the development of innovative strategies within the account management realm.

The culture at Trustpilot is vibrant and collaborative, built on the principles of trust and connection. As a Manager of Account Management, you'll be part of an environment that promotes openness, diversity, and inclusion. Team members are encouraged to be themselves and embrace Trustpilot's core values of being positively human, collaborative, and acting with integrity, all of which are crucial in fostering a supportive workplace where innovation and growth thrive.

When addressing underperformance within my team, I start with a one-on-one meeting to understand any challenges they may face. It's important to provide constructive feedback and establish clear, achievable goals together. Encouragement and support are essential for helping them improve their performance. I also ensure to establish regular check-ins to monitor progress and adjust plans as needed, helping the team member develop confidently.

My approach to nurturing client relationships centers on open communication, understanding client needs, and consistently delivering value. I believe in proactive engagement, ensuring clients feel supported and recognized. Regular check-ins, business reviews, and feedback loops help me align our services with client expectations and lead to strengthened partnerships based on trust and mutual growth.

To reduce churn, I would focus on identifying at-risk accounts by analyzing engagement data and feedback. Implementing a proactive approach through regular touchpoints and check-ins can also make a difference. Building strong relationships with clients and understanding their needs allows us to address concerns early. Moreover, fostering a team culture centered on client advocacy ensures that we prioritize client satisfaction.

Balancing client management with team leadership involves prioritization and delegation. I focus on empowering my team by delegating responsibilities, ensuring that I remain available for high-impact client interactions while overseeing my team's progress. Effective time management and setting clear expectations help ensure both my team and client needs are met without compromising on quality.

Key metrics for evaluating my Account Management team's success include customer retention rates, upselling and cross-selling success rates, net promoter scores, and overall customer satisfaction. I also think it’s crucial to track team performance indicators, such as revenue growth contribution and individual performance goals, to have a holistic view of both client and team success.

In a previous role, I recognized the need for a more streamlined onboarding process for new clients. I gathered input from my team to understand challenges they faced in the current approach and then collaborated to draft a new process. We then implemented it with a pilot program that allowed adjustments based on real feedback, leading to smoother onboarding and a better client experience overall.

I believe in addressing conflicts promptly and openly. I encourage team members to express their concerns and facilitate a discussion to understand different viewpoints. Fostering a culture of respect and collaboration is key; I guide the team in finding mutually agreeable solutions while emphasizing the shared goal of client success and team cohesion.

Staying updated on market trends involves a combination of continuous learning, networking, and leveraging resources. I regularly attend industry webinars, subscribe to relevant publications, and engage with professional communities. This knowledge is crucial for adapting strategies to ensure my team remains competitive and responsive to market shifts.

Feedback is a cornerstone of my management style. I believe in creating an open environment where feedback is both given and received constructively. Regular performance reviews, as well as informal check-ins, help foster a culture of continuous improvement and allow team members to voice their experiences, ensuring everyone feels valued and heard.

A positive team culture is crucial in Account Management because it directly impacts both team performance and client satisfaction. When team members feel engaged and supported, they’re more likely to be passionate about their work and advocate for our clients. This sense of belonging drives productivity, collaboration, and ultimately leads to a better experience for our clients, resulting in stronger business outcomes.