Vp, Account Management

Reporting to Chief Commercial Officer (CCO) Location:Luxembourg (preferred) Publication Date:07/08/2026 If you apply, please include your CV. Responsibilities: Revenue retention & growth:
- Defend and grow the $60M+ ARR installed base, defining and operating a CSM strategy tailored to each Business Unit’s customer profile, contract sizes and engagement needs.
- Build and qualify upsell and cross-sell pipeline, leading a land-and-expand motion across key accounts and driving cross-sell of the wider portfolio (Revenue Management, payments, Insights).
- Maintain oversight of upcoming contract renewals and actively secure renewal or extended term, underpinned by customer health scoring and proactive renewal management to curb churn.
- Ensure appropriate billing and assist in revenue collection of all services where required. Customer engagement & satisfaction:
- Establish and develop direct contacts with the relevant senior decision-making executives in the accounts managed, networking effectively to promote CHAMP’s products and services.
- Actively engage existing clients with high-value proposals and presentations that showcase additional and new/upcoming services and the business benefits CHAMP brings to their operation.
- Ensure customer satisfaction throughout the customer user base, providing pro-active account management that delivers both growth and retention.
- Oversee the Additional Work Requests (AWRs) process with the customer, in line with contracted procedures, where the customer seeks additional CHAMP services (training, new solution enhancements, etc.). Account planning & governance:
- Own a formal account plan for each strategic account
- stakeholder map, whitespace analysis, expansion roadmap and renewal timeline
- reviewed and refreshed quarterly with the CCO.
- Run a structured QBR cadence with senior stakeholders, with agreed outcomes, actions and owners tracked through to closure.
- Maintain contract and commercial compliance: scope adherence, indexation and uplift clauses, and consumption against contracted volumes. Onboarding, adoption & value realization:
- Own the post-sale onboarding handover from Sales, ensuring a clean transition of commitments and agreed success criteria.
- Drive product adoption and utilisation across the installed base,
- Lead the Cargospot Neo migrations of the existing CHAMP customers from Cargospot Classic. This entails engagement, organizing demos, articulating the neo value proposition, business case preparations, and contract negotiations.
- Evidence value delivered through benefit tracking and business cases that the customer’s own executives can defend internally. Risk & churn prevention:
- Maintain a churn-risk register with early-warning indicators and documented recovery plans for at-risk accounts.
- Lead customer satisfaction improvement plans where survey results fall below target. Commercial discipline & forecasting:
- Own renewal and expansion forecasting accuracy, underpinned by disciplined CRM hygiene and clean pipeline handover to Sales.
- Support pricing, re-negotiation and contract restructuring discussions alongside Sales, Legal and Finance. Leadership & cross-functional:
- Lead, coach and develop the Account Management team, setting account coverage, capacity planning and performance standards.
- Serve as the formal Voice of the Customer into Product, Delivery and Operations, with structured input into the roadmap.
- Build a customer advocacy and reference programme, including case studies, user groups and industry event participation.
- Other duties as assigned by management
- Travel required Primary KPIs: Net Revenue Retention (NRR)
- year-on-year growth of the installed base, including upsell, cross-sell and contractual indexation, net of churn and downgrades. Gross revenue and logo retention
- ARR and customer numbers retained across the $60M+ base, with churn held within agreed tolerance. Renewal performance
- percentage of contracts renewed on or before expiry, and the average uplift or extended term secured. Expansion revenue
- incremental ARR won from upsell, cross-sell and Additional Work Requests within the managed accounts. Qualified pipeline generated for Sales
- value of upsell and cross-sell opportunities handed over, and their conversion rate. Migration and adoption
- customers migrated to Neo and Cargospot against plan, and product utilisation levels across the installed base. Customer satisfaction (CSAT / NPS)
- survey results against target, with improvement plans agreed and closed out where scores fall short. Account governance
- account plans and QBRs completed to cadence for all strategic accounts, with agreed actions tracked to closure. Forecast accuracy- variance between forecast and actual renewal and expansion revenue, supported by CRM data quality. Billing and collections
- accuracy and timeliness of invoic