UK Head of Key Accounts

We are excited to find our new Head of Key Accounts at Famly! As the Head of Key Accounts, you will lead and oversee the UK&I and Nordics Key Accounts team of five. You’ll manage and grow a portfolio of customers who make up the Famly Key Accounts, ranging from nurseries with 10 sites to 500.

A leader of Key Account Managers, you will ensure we have the frameworks and commercial acumen to deliver on both our growth and retention metrics. You will be an inspiring leader of people, who is passionate to be in customer conversations and deliver incremental growth MoM.

You will build the playbooks, motion and strategies to smoothly transition recently won customers through onboarding into active and renewal or upsell stages.

What excites you:

• Building a high performing team of passionate IC’s

• Commercially minded, with a focus on revenue generation, customer experience and retention

• Creating frameworks that are repeatable and scalable

• Customer facing problem solving

What excites us:

• A confident commercial leader who can drive 25% growth YoY

• Ability to maximise the use of community to grow the Famly brand and NPS

• Getting closer to our customer needs with a strong focus on relationship management and efficiency

What you’ll be doing:

For the team:

• Set the vision for UK&I and Nordics key accounts

• Provide guidance, mentorship, and support to the team, ensuring they deliver exceptional customer experiences and meet their performance goals.

• Optimise a single source of truth for Key Account data and insights (currently planhat and notion)

• Create a strong working cycle in standups, retros and OKR reviews

Day-to-day

• Align with the UK GM on the overall commercial vision and broader Famly 3 year business plan

• Build and maintain strong external relationships with key stakeholders and decision-makers and understand their business objectives and align our solutions to meet their needs.

• Oversee the training, onboarding and deployment process for new customers, ensuring a smooth and efficient implementation of our software solutions. Collaborate with the Implementation and Support teams to develop and execute onboarding plans, and work closely with clients to address any technical or operational challenges during the deployment phase.

• Champion customer needs and collect feedback/reviews from the clients on our review platforms.

• Consolidate feature requests into a central database to influence product needs that help achieve growth and customer satisfaction in the UK market.

• Monitor key customer health metrics and take proactive measures to prevent churn. Conduct regular business reviews with customers to showcase value delivered and identify areas of improvement.

• Stay up-to-date with industry trends, best practices, and competitor offerings. Apply this knowledge to enhance customer success strategies and continuously improve processes, workflows, and methodologies to optimize efficiency and effectiveness.

What you bring to the role:

• Experience in leading a team of 3+ individual experts

• Have led and developed key accounts across UK and at least one other country

• Proven experience in customer success management and or sales within a B2B SaaS environment, with a demonstrated track - record of meeting and exceeding customer retention and expansion goals

• Leadership experience, including managing and developing a team of Customer Success Managers.

• Strong understanding of B2B sales cycles and account management practices.

• Exceptional communication, negotiation, and presentation skills.

• Demonstrated ability to handle challenging customer situations with tact and diplomacy

About you:

• Dare to break things to create scalable new processes

• Are customer obsessed to create value in every interaction

• Are an analytical thinker with a deep passion for insight led actions

• Think scale in every step

• Are passionate about creating a culture of performance, clarity and confidence!

We appreciate that everyone brings something unique, so even if you don’t tick every box above, we’d still love to read your application.

And Famly are...? … you wonder

It all began when our co-founder Henrik’s daughter was ready to start at daycare. He couldn’t believe the amount of work being done on paper - and how distant he felt from his first child during the day. With his friend, Famly’s co-founder and CEO Anders, they set about solving that.

These days, the 150 of us building Famly are trying to do two things for our 3,200 customers:

• Giving children the best possible start to life.

• Championing the vital work that goes into making that happen.

We do that with software that brings hundreds of thousands of parents closer to their child’s day while they’re away from them. We also make financial, pedagogical, and planning tools for more than 34,000 childcare professionals, saving them hours and reducing their admin stress.

Ultimately, that gives them more time and headspace for the little ones that really matter. Come help us make that happen.

You’ll love working here because:

• We’re all about hiring clever people who are good humans too. It means Famly is full of top thinkers and generous teammates waiting to help you shine.

• We like to give a lot of ownership both in terms of responsibility and freedom to try new things. We’ll get you up and running and collaborate along the way, of course.

• A value of ‘make your colleagues shine’ is all about breaking down silos, celebrating one another, and staying connected across departments, offices, and oceans.

• Flexible hours in a hybrid work environment. We fit work around our lives - not the other way around. If you need to work different hours sometimes or take the day from home we trust you to do just that.

• A big focus on people support with personal and career development, including leadership training in a wide-variety of topics.

Interested? Let us know! We're looking to fill the position as soon as possible, so get your application in today by sending us:

• Your CV

• A cover letter, in which you tell us about yourself and why you’re the best person for this position.

This is what our interview process looks like:

• Video conversation with Senior People Partner

• Logical test

• Interview with the UK General Manager

• Case Study

• Final interview with a panel of potential peers.
  
  

We are looking forward to hearing from you!

Famly is committed to creating a more diverse, equal, and inclusive workforce, building teams that represent a variety of backgrounds, perspectives and experiences. It is a fundamental policy at Famly not to discriminate on any basis or characteristics and celebrate diversity. Everyone is welcome and encouraged to apply.