Apac Account Manager

**About us**
Human Made is a globally distributed* company that helps organisations drive customer engagement, reinforce brand value and improve operations with digital solutions powered by Altis, our WordPress digital experience platform, and Human Made the agency.
**About you**

You are ambitious, highly communicative, up for a challenge and looking to make an impact.
You have a passion for excellent digital project delivery and for awesome SaaS products and services. You are excited at managing client relationships, and have had experience growing your enterprise accounts by imaginatively identifying opportunities and inspiring your colleagues to deliver.
Now you’re looking for a new opportunity to grow, to join a highly skilled team with a superb set of services & products.
We’re that team - We’re global, with a strong presence in Singapore, Australia and across the APAC region. We have outstanding global enterprise clients based here, and we need you to help us grow the value we deliver to them, and to expand the portfolio.
**If you have a background in web project management, SaaS or PaaS account management, or Customer Success, we’re particularly interested to hear from you. But honestly, we don’t know who you are, or where you are now, and we’d love to be surprised.**
**Role Description**
The APAC Senior Account Manager is responsible for the health and growth of a regional portfolio of clients. Your performance is measured against the retention of clients, the growth of revenue, and will be tracked against client satisfaction.
You will work alongside Project Managers to plan and manage the professional services project delivery process and collaborate with Account Executives to drive new sales opportunities to grow our business in the region. You will work with our product team to grow and develop our SaaS product (Cloud & Accelerate) delivery to our clients, and support our partners in delivering outstanding solutions built upon our Platform (Altis).
**Responsibilities**
- Maintaining a healthy and growing portfolio of existing clients in the APAC region.
- Meet and exceed specified targets for client account value growth year on year.
- Nurture our relationship with the client to ensure ongoing growth in value for supplier and client, the continued alignment of our respective expectations, and address early any potential issues, with a managed regular cadence of business reviews.
- Be the point of escalation for client-related issues
- Manage the risk associated with professional services and platform clients in your region.
- Ensure the timely, accurate, and complete processing of essential operational data, including CRM data, financial estimates, and management data.
- Perform risk analysis & management consistently
- Source for and internalise outcomes matching to key client success metrics to increase visibility on delivery value
- Maintain an outcome focussed strategic account plan for each client account.
- Ensure successful transition of projects from sales into delivery
- Actively participate in the generation and maintenance of coherent, outcome focused regional sales strategies.
- Join in the production of pitch decks or documents built by Sales for project sustainability
- Take responsibility for the relationship with the lead through the client onboarding process.
- Ensure delivery teams have adequate resources and information to deliver the project.
- Ensure the commercial success of squads in the region
- Collaborate with the delivery lead and engineering managers
- Be the point of escalation for commercial issues within the squad
- Ensure the prioritisation of team members for commercial support
- Maintain the commercial alignment within squad
- Actively contribute to improving systems and processes in the client services team, across the region, and the wider company.

**Requirements**:
**Experience**
- Minimum 2 years of leading relationships with enterprise clients in a project or account management capacity
- Background in technology professional services and/ or SaaS product sector.
- Experience and/or knowledge working with:

- an agile framework and/or with agile management principles
- a distributed team, geographically distributed and communicating across a variety of synchronous and asynchronous channels
- A professional services agency context, delivering to clients under a range of contractual arrangements.

**Skills & Knowledge**
- Excellent English language written and verbal communication skills, both internally and with clients.
- Confidence with business presentations
- In depth practical understanding of the business cultures across the region, especially those in Japan, Singapore, and Australia.
- You will demonstrate a high level of emotional intelligence and be comfortable making decisions based upon partial information, leaning upon good intuition and judgment, and be able to bring a team along with you.
- Robust organisational skills, time manage