Head of Account Management ( Market Intelligence

Position: Head of Account Management (ISS Market Intelligence)

Let’s be #Brilliant Together

Role Overview

The Head of Account Management, North America, is responsible for defining and executing the long-term vision for the Account Management function, ensuring alignment with the company’s strategic goals. This role leads a high-performing team focused on client retention, expansion, and satisfaction, driving revenue growth and maximizing client lifetime value.

Main Responsibilities Strategic Leadership

• Define and communicate the long-term vision for Account Management in North America.
• Align team goals and initiatives with broader company strategy and growth objectives.
• Represent Account Management in executive planning and cross-functional leadership forums.

Team Management & Development

• Lead, coach, and develop a team of Account Managers to exceed performance targets.
• Provide structured management, regular feedback, and career development pathways.
• Foster a culture of accountability, recognition, and continuous improvement.

Client Success & Revenue Growth

• Own account retention, expansion, and satisfaction targets.
• Drive upsells and cross-sells strategies to increase client lifetime value.
• Act as an executive sponsor for strategic accounts, resolving escalations and identifying growth opportunities.

KPI Management

• Define and manage key performance indicators for the Account Management team, aligned with company revenue and retention goals.
• Monitor individual and team performance across upselling, renewals, client satisfaction, and engagement metrics.
• Use CRM dashboards and reporting tools to track progress, identify gaps, and implement corrective actions.
• Conduct regular performance reviews and provide coaching based on KPI outcomes.

Forecasting & Reporting Performance

• Own forecasting for account growth, renewals, and upsell revenue across the North American portfolio.
• Deliver accurate, data-driven performance reports to senior leadership, highlighting trends, risks, and opportunities.
• Collaborate with Sales Operations and Finance to ensure forecasts align with company targets and inform strategic planning.
• Maintain visibility into pipeline health and account status through CRM dashboards and reporting tools.

Cross-Functional Collaboration

• Partner with Marketing, Client Success, and Product to deliver impactful campaigns and solutions.
• Ensure seamless handoffs from New Business and BDR teams to Account Management.
• Champion client feedback and insights to inform product development and service enhancements.

Process Optimization

• Continuously improve account management workflows, tools, and reporting.
• Ensure data integrity and visibility across CRM and client engagement platforms.
• Build clear structure, process, and expectations for directly managed teams.

Qualifications

• BA/BS degree in a related field.
• 10+ years of experience in a customer-facing organization with a focus on service delivery, account management, and client engagement.
• Demonstrated success in building structured, process-driven environments.
• Proven track record of recruiting, managing, and developing high-performing teams.
• Energetic self-starter who uses performance metrics and user data to drive decisions.
• Strong professional etiquette and relationship-building skills, with empathy for client needs and perspectives.
• Excellent analytical, problem-solving, and project management capabilities.
• Exceptional communication and presentation skills.
• Skilled in influencing actions outside of direct reporting lines through relationship building, persuasion, and consensus.
• Deep understanding of value drivers in recurring revenue business models.
• Knowledge of the financial services industry.

The expected base pay range for this role based in Boston, MA is $145,000- $175,000 per year. Exact compensation may vary based on skills, experience, and level of education. The role is bonus or incentive eligible.

What You Can Expect from Us

At ISS STOXX, our people are our driving force. We are committed to building a culture that values diverse skills, perspectives, and experiences. We hire the best talent in our industry and empower them with the resources, support, and opportunities to grow—professionally and personally.

Together, we foster an…