Director, Customer Account Manager

Do you want to be help enrich the lives of learners worldwide?
At RM, we’ve been pioneers of education technology since 1973. We provide technology and resources to the education sector supporting over 10 million students around the world. We work with 28,000 schools, nurseries, and education trusts in 115 countries to deliver customer-centric solutions that improve education outcomes worldwide.
What we do helps leaners at all stages of their lives, from preschool to higher education and professional qualification, we partner with schools, examination boards, central governments and other professional institutions, to enrich the lives of learners.
Within the school’s market teachers believe that technology can play a vital role in delivering great teaching and learning, bringing the classroom to life. RM’s focus in this area is in IT managed services, internet connectivity, classroom and school software, hardware, and infrastructure.
Within the assessment market we are experts in providing solutions for online exam testing and marking and the management and analysis of educational data. Each year, our software is used globally to conduct hundreds of thousands of on-screen tests and to mark millions of paper-based scripts. Reporting to the Business Growth Director, the Strategic Account Director role is key to the execution of the RM Results Growth strategy across the assessment sectors for a portfolio of Major Accounts, with a focus on driving strong revenue and profitability with their portfolio of customers and across market sectors.
At RM our vision is to grow from our current strong position as the leading provider of high stakes eMarking solutions into an organisation that is a major force in the eAssessment arena, and one that is recognised as a thought leader in the market, bringing ideas such as artificial intelligence and adaptive testing into the eAssessment market in new, valuable and innovative ways. We do not just provide the technology solutions to our customers within the digital assessment arena we also provide a partnership that transforms their current ways of managing paper based examinations within in a global setting. To modernised assessments that allow learners to thrive and advance their potential through digital assessment solutions including world leading product solutions and service and support packages.
As Strategic Account Director you will lead a portfolio of Major accounts and have responsibility for the effective and long-term partnership with some of the most significant customers within the RM Assessment Portfolio . It is essential the role holder can demonstrate thought leadership centred around market trends within assessment and resulting in proactive growth and profitability of the major accounts that meet or exceed the agreed financial targets and manage a range of matrixed and diverse teams supporting the long-term success and ambition for your account portfolio .

Major Account Portfolio Strategy and Business Development
Accountable for the definition and successful execution of a growth strategy for the Major accounts and the subsequent achievement of the order, revenue, profitable growth, and customer delivery objectives.
Exceptional leadership skills demonstrated across a matrix structure developing a winning mentality for growth within your portfolio of major accounts. Leading with strong account planning framed with a strong creative narrative that in turn leads to positive sales objectives for the customer portfolio. Pro-actively engage within the assessment industry and supporting events. Gaining market knowledge about advancements in the assessment landscape that help shape up vital investment plans for RM both in product and services and people. Demonstrate through a robust commercial vision for growth that investment will positively accelerate growth for revenue and profit.
Demonstrating strong and robust short- and longer-term growth in line with the RM Assessment strategic intent for growth across your given markets/major accounts.
Understand the Sector and markets, including changing dynamics, to evolve the thinking and strategy within their accounts and new business opportunities. Align major customer priorities for assessment across a 5–7-year horizon and establish how RM through creative solutions can partner with these key major customers’ long term. Lead the major account portfolio stakeholder engagement strategy and execution, personally own strong relationships with the key customer at C-Suite level. Knowing how and when to engage RM SLT and Exec partners to benefit the maturing of the customer relationship and growth plans. Brining a positive energy to both RM internal teams as well as key customer relationships. Strong leadership for Account Management processes in line with customer objectives sales opportunities and therefore drive extraordinarily strong growth. Engage all key internal and external stakeholders to ensure the insight from account plans informs priorities for development that drive growth and profitability.
Drive the sales of change, products, and services into the account, successfully closing most deals within the account team – but collaborating with members of the Sales and Marketing team for major opportunities as required and as agreed with the Business Unit Director.
Drive the migration of paper based examinations to digital. Demonstrating that a partnership with RM holds more than just products and services. Leading around thought leadership for innovation and insight into new concepts of assessment that will transform a learners experience and build long terms partnerships with RM for all major accounts.
Financial and Commercial
Fully accountable for their major customer portfolio and accounts P&Ls, with accountability and responsibility for meeting and exceeding Order, Revenue, Profit and Cash targets set in line with budget.
Present to SLT and Exec level on the financial performance of your major account portfolio (monthly). Demonstrating performance against in year target. Demonstrate the thought process and plan for the 3–5-year growth strategy and how that will significantly increase growth for the major account portfolio.
Lead and own financial & commercial risks and opportunities for their major accounts and how they deliver to the overall business performance for Assessment. Embed provided frameworks for assessing probability and impact and taking proactive management for any matters that require action to improve or deliver upon.
Leadership for the driving of important level of financial and commercial acumen across the teams that support and deliver for the portfolio of accounts led by the account director, through mentoring, coaching and support.
Maintain a clear view of the financial performance (actual and forecast) of all elements of the major account portfolio and be able to lead discussions confidently with the team and stakeholders across the business as required.
Lead the financial management for major account portfolio into the monthly forecasting process for the major accounts within the portfolio, and into the annual budget process for those accounts. Accountable for delivery across the portfolio of accounts owned by the Strategic Account Director, ensuring that the team delivers customer contracts and expectations, across all stages of a customer/contract lifecycle.
Leadership for the contractual framework that supports the major accounts within your remit. Clarity on the service levels provided by the Functional Divisions meet the requirements of the existing and new contracts by working closely with the Head of Delivery role and the Customer Relationship Managers. Ensure service does not impact opportunity for growth and where it is at risk own corrective action planning to resolve.
Leadership for the customer experience model through bid, on boarding and delivery for new opportunities within major account portfolio, to contract close, renewal or extension. Meet and exceed the key measures across the customer experience lifecycle.
Leadership for the driving of important levels of commercial acumen within the teams delivering within the account portfolio to ensure that RM Results revenue and profit opportunities are maximised, and business objectives are met, whilst maintaining a sense of ‘value add’ to customers.
Leadership and management
Matrix manages a diverse team for the major accounts that the Strategic Account Director is accountable for. Leading with positive energy and engagement across teams to engage a commitment to support the plans outlined within the account planning process to ensure all parties are committed to protect and grow the relationship, investment, and growth for the account portfolio.
Acting appropriately to develop talent and when required step in to address any performance challenges.
Lead the team to work within a matrix model, to ensure that functional resource requirements for account delivery, are fully understood and agreed to by the relevant stakeholders and cost owners.
Be a visible and creative leader within the business growth team and drive strong, clear communication to ensure the full team understand the account strategy and plan to enable them to succeed in supporting their execution.
Leadership for business unit governance meetings and reporting including up to exec level.
Embed the business unit governance model for the major account portfolio, ensuring adherence.

Experience in developing major accounts sales strategy that drives significant growth in revenue and profitability.
Able to demonstrate o utstanding leadership for C-Suite level customer relationships . Brining a dynamic and positive energy to our key customer relationships.Able to demonstrate leadership for hunting growth opportunities across major accounts of multi-million revenue per annum.
E xperience in managing multimillion pound IT service account s and a portfolio of major strategic accounts.
Outstanding leadership in successful key account planning using Miller Heiman or other planning tools .
Proven experience of leading and managing and motivating teams during periods of high pressure and operational challenge, in a high stakes, high volume, and high quality (ideally regulated) environment, excel ling at maintaining a positive customer relationship .
E xperience of delivering , successfully and sustainably, against revenue, order intake, cost/ profit, and cash collection/debt targets across a complex range of accounts
Able to demonstrate leadership for PR to external markets when successfully winning and growing within Major Account Management.
Extraordinarily strong experience of leading strategic b id opportunities for growth and or contract renewal cycles to protect and grow revenue and profitability.
Very Strong a bility to develop and manage business relationships at all levels , includin g senior customer relationships, and to effectively influence senior internal stakeholders.
O rganisational planning, resource mobilisation and problem-solving abilities .
Creative solutions to customer priorities and objectives that generate growth potential that turn into strong sales plans.
Experience on - boarding new customers with a range up to £50m TCV , into a managed service and /or the delivery of IT software and services change programme s is desirable.
At RM have My Work Blend @RM which provides office-based colleagues with multi location and hybrid working options to suit them. As well as your office base, you can spend a proportion of your time working at other locations that suit your role and your life, including home, other offices, customer sites, distribution centres or on the move. We expect how we make best use of hybrid working may continue to adapt as we adjust to our new ways of working.
As well as a competitive salary and our core benefits package which includes private medical healthcare, life assurance and a Group Personal Pension Plan with higher contribution levels available, some roles are also eligible for a performance-related bonus. You could buy additional annual leave, join our dental plan, sign for a health assessment, or take part in our cycle to work scheme. You could even earn yourself an extra bonus for successfully recommending a friend or family member for a position within RM.
To better reflect the society that we serve, we’re committed to building a diverse workforce and creating an inclusive and welcoming environment for all. Should you require additional support with your application or through the interview process, please contact us at recruitment@rm.com .