About the role
Responsibilities:
- Manage a portfolio of large enterprises, Global Capability Centers (GCCs), and startups, serving as the primary point of contact.
- Define success metrics, monitor pilot performance, and present outcomes that demonstrate value and drive conversion into paid engagements.
- Identify opportunities to expand product adoption across additional teams, roles, and locations within existing client organizations.
- Work closely with hiring managers and recruiters to understand hiring requirements and success criteria, collaborating with the assessment team to ensure interviews evaluate the right skills.
- Track platform usage, interview turnaround times, candidate feedback, and assessment report quality to proactively identify potential issues.
- Conduct regular check-ins and provide monthly updates on hiring performance, client feedback, and platform improvements.
- Take end-to-end ownership of client concerns and escalations, ensuring timely resolution and clear communication.
- Represent client needs internally and collaborate with assessment and operations teams to ensure delivery against commitments.
- Oversee platform usage, contract renewals, and invoicing to maintain account continuity.
- Partner with recruitment account managers when both candidate sourcing and technical assessment services are provided, ensuring a high-quality interview experience.
Requirements:
- 6+ years of experience in Key Account Management, Account Management, or Customer Success.
- Prior experience in B2B SaaS, HR Tech, recruitment, or technology services is preferred.
- Experience managing relationships with large enterprises, GCCs, or multiple business stakeholders.
- Proven ability to convert trials or pilot programs into paying customers and expand existing accounts, supported by measurable results.
- Ability to engage in meaningful discussions with engineering managers about technical hiring and interview quality. Coding experience is not required.
- Strong data-driven approach with the ability to analyze platform usage, customer feedback, and performance metrics to identify improvement opportunities.
- Strong stakeholder management skills with the ability to coordinate cross-functional teams and drive outcomes without direct reporting authority.
- Strong problem-solving skills with the ability to manage customer escalations, competing priorities, and time-sensitive requirements effectively.
- Excellent verbal and written communication, presentation, and relationship-building skills.
- Proactive, hands-on ownership mindset focused on building processes, improving customer experience, and establishing scalable account management practices.