Strategic Account Manager & Team Lead, North America

About Sedex

Sedex is a trusted partner for over 100,000 businesses worldwide, helping them create socially and environmentally sustainable supply chains. Through our platform's powerful data insights and expert guidance, we simplify the management, assessment, and reporting of sustainability performance. Our Vision is to be a leader in making global supply chains more socially and environmentally sustainable. Our Mission is To provide data-driven insights, accessible tools, and exceptional services that support businesses in improving environmental, social, and governance (ESG) performance and outcomes.

We are seeking a Strategic Account Manager - Team Lead in North America. The role mission is to lead, motivate and drive the performance and workflow of a regional Account Management team (team of
4), evolving sales processes that support supplier membership growth, additional revenue, retention and customer satisfaction. In parallel, you will own and grow a portfolio of around 15 strategic, high-profile customer accounts — building long-term relationships that embed Sedex as a critical business partner and drive shared value and profitability over the long term. You will ensure that a consistently high standard of customer service and technical support is delivered across the team's full portfolio, for customers and all other stakeholders.

We are looking for candidates with exposure to the ESG and sustainability landscape, along with a genuine passion for this space. As a trusted advisor to your customers, you will help them navigate sustainability challenges and best practices, making a strong interest in ESG and responsible business essential for success in this role.

• Build and evolve a skilled, qualified Account Management team (1 Strategic Account Manager, 2 Account Managers, 1 Account Executive) aligned to current and future business goals.
• Manage, motivate and support the team in delivery of their roles and core outputs; provide sales coaching to optimise performance.
• Set team sales targets, quotas and approach, using data to accurately track and forecast against budget.
• Implement and deliver KPIs across the team, continuously reviewing ROI across work streams.
• Review and enhance the Account Management strategy for the team's portfolio, ensuring a structured approach to customer needs and value creation.
• Develop sales enablement documentation to support negotiations, and design campaigns that generate supplier growth or additional revenue.
• Support the Global Head of Account Management with regular leadership reporting.
• Act as the escalation point for the team, driving timely resolution and root-cause analysis.

• Define and develop the retention and growth strategy for own strategic account portfolio.
• Produce and embed an Account Management Plan for each account, setting out defined goals and measures of success.
• Develop a pipeline to manage and measure business growth, retention forecasting and accounts at risk.
• Set and manage customer expectations and SLAs, ensuring key internal stakeholders are engaged and supportive.
• Explore and expand relationships across own accounts beyond the operational team, engaging senior/executive stakeholders.
• Proactively identify up-sell opportunities and deliver against personal revenue KPIs.
• Own renewals and contract negotiations for own accounts, in line with internal governance and process.
• Promote and embed new tools and services across own accounts.

• Own and resolve customer complaints (team and own portfolio) in a timely manner, balancing Sedex and customer needs.
• Sign off service agreement documents at point of sale across the combined…