Тип вакансії: Повна зайнятість

Розташування:

Data Science UA is a service company with deep expertise in AI and Data Science. Our story started in 2016 with the first Data Science UA Conference in Kyiv, and since then, we've built one of the largest AI communities in Europe.

About the Role:
We are looking for a Head of Account Management / Head of Client Management to the our client's team, a leader who will build our client's Client Relationship Development department from the ground up.

The role's task is to build systematic work with existing clients: assign personal managers to them, identify needs for other products across the group, and drive revenue growth per client.

This is a position for someone who creates the function rather than manages an existing one: the structure, segmentation, work standards, motivation system, and team all need to be defined and built independently.

Responsibilities:
– Develop the department structure: client segmentation, portfolio distribution, workload norms, service levels by segment.
– Define role profiles, form an account management team of 20+ people, and ensure their development.
– Together with HR, develop a motivation system focused on client portfolio growth.
– Describe and implement client engagement standards: contact frequency, information gathering, needs identification, CRM record-keeping.
– Be accountable for revenue from assigned client portfolios across the group's entire product line.
– Build a process for transferring clients from business units to the department: criteria, mechanics, and interaction between parties.
– Ensure growth in the number of products per client and retention of the client base.
– Personally manage key client relationships.
– Work with business units: pass identified client needs to relevant specialists, support complex multi-product deals.
– Formulate requirements for CRM and client analytics: client profile card, portfolio history, cross-sell reporting.
– Initiate the development of bundled offers together with product teams.
– Represent client interests within the company, including escalation of non-standard requests.
– Build and defend the department's plan, report on key metrics.
– Build a system for measuring the effectiveness of work with the client base.
– Prepare proposals for developing and scaling the function.

Requirements:
– 5+ years in client relationship management, client base development, or commercial functions, including 3+ years in a leadership position.
– Experience creating or substantially restructuring a function for working with existing clients – not just managing an already-built structure.
– Experience in a multi-product business: bank, fintech, payment services, insurance, telecom, or a large retail/service network.
– Confident command of client base development metrics: products per client, revenue per client, retention, share of wallet.
– Experience achieving results through adjacent departments without direct authority over them.
– Practical experience hiring, developing, and managing a team of 10+ people, including managing through team leads.
– Confident experience working with CRM as a business owner/requester: formulating requirements, controlling data quality, building reporting.
– English – Intermediate or above

Nice to Have:
– Experience in financial services, payments, or a segment with high-frequency client transactions.
– Experience working with a mass client base and data-driven segmentation.
– Experience developing motivation systems for commercial teams.
– Experience working at a company in a phase of rapid growth or organizational change.
– Knowledge of customer value development methodologies: CVM, customer lifecycle management.

What offers:
– The opportunity to build a function from scratch and define how it will work.
– A mandate to form the team and a budget for its development.
– A substantial client base with real growth potential within it.
– Direct interaction with company leadership and participation in the commercial committee.
– Competitive compensation: a fixed part plus a bonus tied to department results.
– A company with a stable market position and plans for international growth.

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