Account Manager - Strategic

Reporting to the Team Lead, Strategic Account Management, the Account Manager - Strategic is responsible for managing a portfolio of ELMO's highest-value and most strategically important customer accounts. This role is focused on depth over volume, with ownership of a concentrated portfolio of high-value accounts, placing a strong emphasis on retention, renewal outcomes, executive engagement, and long-term account value.

Acting as a trusted commercial partner, you will lead strategic account planning, identify risk and growth opportunities, and align ELMO's solutions, innovation roadmap, and AI-enabled capabilities to customer business priorities.

• Strategic Portfolio Ownership: Act as the primary commercial lead across assigned accounts, maintaining a high-touch approach tailored to the complexity, value, and risk profile of each customer. Build and execute detailed strategic account plans.

• Renewal, Retention & Risk Management: Lead the customer renewal cycle, managing against cancellations, protecting recurring revenue, and maintaining a Gross Renewal Rate (GRR) of 96% or higher. Identify churn, adoption, and service risks early to coordinate internal action plans.

• Strategic Relationship Management: Build strong, multi-threaded relationships with decision-makers, champions, and executive stakeholders. Lead regular executive business reviews and value-led planning sessions.

• Selective Growth and Expansion: Identify and progress targeted upsell, cross-sell, and product expansion opportunities that connect customer objectives to measurable solution outcomes, aiming for a Net Revenue Retention (NRR) rate of 110% or higher.

• Cross-functional Collaboration: Work closely with Customer Success, Pre-Sales, Services, Product, Marketing, and Finance to progress strategic customer outcomes and represent the voice of the customer internally.

• Salesforce & Reporting: Maintain accurate and up-to-date Salesforce records and provide precise monthly forecasts for revenue, renewals, and churn.

To be successful in this role, you will bring:

• A Bachelor's degree in Business, Marketing, or a related field.

• A minimum of 5 years' experience in B2B account management, strategic customer management, or related commercial roles.

• A minimum of 3 years' experience within the technology industry, ideally with SaaS, HCM, HRIS, or Payroll-related solutions.

• Demonstrated success managing high-value or complex customer portfolios with strong renewal, retention, and selective expansion outcomes.

• Proven ability to build strategic relationships and manage complex stakeholder groups, including executive-level customer contacts.

• Experience developing detailed account plans and translating customer business priorities into commercial growth and retention strategies.

• Strong commercial, negotiation, and presentation skills, with the ability to confidently articulate the value of product innovation and AI-enabled solutions.

• Strong analytical capability with experience using data, insights, and account signals to inform account strategy.

• Excellent written and verbal communication skills, with strong attention to detail and experience using CRM-driven account management tools (Salesforce preferred).

• A customer-centric, commercially minded approach capable of balancing relationship building with clear revenue accountability.

ELMO Software Pty Ltd is an equal opportunity employer, and we encourage applicants from diverse backgrounds to join our team. We are also committed to advancing reconciliation at ELMO through our Reflect Reconciliation Action Plan (RAP).

At ELMO, we are passionate about empowering HR with responsible, secure and safe Al, aiming to be among the first in Australia and New Zealand to achieve ISO 42001:2023 certification. Handling sensitive employee data necessitates strict adherence to our ISO 27001:2022 Certified security policies, making data privacy and security paramount in every role.