TrueCommerce
Senior Manager, Client Management
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Senior Manager, Client Management (EMEA)
The Senior Manager, Client Management (EMEA) leads a dedicated team responsible for a portfolio of TrueCommerce's enterprise accounts across EMEA. Working alongside our other Client Management leaders to provide complete, consistent coverage across the full client base, this quota-carrying role owns retention, growth, and relationship strength for its segment of the region's customers. The Senior Manager directs a team of Account Managers and Key Account Managers, setting the standard for proactive engagement, commercial discipline, and executive-level relationship management. We are looking for a seasoned leader who is customer-focused and commercially minded, with a track record of coaching high-performing teams, deepening strategic account relationships, and delivering measurable retention and expansion in a fast-paced SaaS environment.
What You'll Do
Strategic Account Retention & Growth
- Carry a quota for the portfolio, taking personal accountability for net retention and growth (bookings) targets alongside the team.
- Lead the team accountable for net retention, add-ons, and upsell performance across your portfolio of TrueCommerce's enterprise accounts in EMEA.
- Build and sustain a high-performance culture that consistently meets or exceeds retention and growth (bookings) targets for the account portfolio.
- Establish proactive, executive-level engagement models that strengthen renewals, expansion, and long-term advocacy within key accounts.
Key Account & Executive Relationship Management
- Guide Key Account Managers in building strategic account plans for complex, high-value customers.
- Support the team in developing and maintaining senior stakeholder and C-level relationships across enterprise accounts.
- Personally engage in the region's strategic accounts and escalations to protect and grow critical revenue.
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Customer Health, Risk & Satisfaction
- Define and run routines to monitor account health, satisfaction, and risk indicators across your portfolio.
- Ensure early identification and mitigation of churn risk through proactive engagement and clear action plans.
- Champion a customer-first mindset that delivers exceptional experiences and measurable outcomes across your accounts.
Team Leadership, Coaching & Development
- Lead, coach, and develop a team of Account Managers, Senior Account Managers, and Key Account Managers through strong leadership rhythms, including team meetings and regular one-on-ones.
- Develop and scale playbooks, tools, and training that raise team effectiveness and elevate the enterprise customer experience.
- Coach the team on consultative selling, strategic account growth, and enterprise customer engagement.
Cross-Functional Partnership & Peer Alignment
- Partner closely with fellow Client Management leaders to ensure consistent standards, shared best practices, and seamless coverage across the full client base.
- Collaborate with Sales, Services, Support, and Product to align on customer outcomes, remove roadblocks, and resolve escalations.
- Lead adoption of sales enablement methodologies and best practices within the team.
Operational Excellence & Execution
- Apply strong operational discipline to track performance, outcomes, and key retention and growth metrics for your portfolio.
- Build scalable processes and routines that support team performance in a fast-paced, high-growth environment.
- Adapt priorities and processes as business needs evolve while maintaining focus on results.
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Who You Are
- Bachelor's degree in Business or equivalent experience is preferred
- 6+ years of Account Management or Customer Success experience supporting existing customers, including enterprise or strategic accounts
- 3+ years managing a quota-carrying team responsible for growth (add-ons, upsells) and net retention
- Proven success managing and growing large, complex enterprise accounts and senior stakeholder relationships
- Experience operating in fast-paced sales environments with competing priorities
- Strong background in sales frameworks, enablement methodologies, and coaching teams to quota attainment
- Experience with SaaS, EDI, B2B commerce, eCommerce, or supply chain solutions (preferred)
- Passion for driving customer success while achieving revenue goals
- Strong analytical, troubleshooting, and problem-solving capabilities
- Excellent relationship-building and executive communication skills
- Ability to understand and communicate technical concepts at the appropriate level
- Knowledge of ERP systems such as Microsoft Dynamics, Sage, SAP, or NetSuite (preferred)
Who is TrueCommerce?
TrueCommerce is a high-performing global supply chain network that delivers fully integrated, end-to-end supply chain visibility and management. We help some of the world’s leading brands improve supply chain performance, including Schneider Electric, DanoneWave, Siemens, Ocean Spray, and many others.
For additional information, visit our website http://www.truecommerce.com/
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