[Hiring] Senior Manager, Client Management @TrueCommerce

Role Description

The Senior Manager, Client Management (EMEA) leads a dedicated team responsible for a portfolio of TrueCommerce's enterprise accounts across EMEA. This quota-carrying role owns retention, growth, and relationship strength for its segment of the region's customers.

• 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.
• 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.

Qualifications

• 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).

Company Description

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.