Strategic Account Leadership
- Own and drive the strategic direction of assigned client accounts
- Develop and maintain multi-year account plans aligned with client and organisational objectives
- Build long-term partnerships focused on value realisation and sustainability
- Position the organisation as a trusted strategic partner
Stakeholder Engagement & Relationship Management
- Build and maintain strong relationships across:
- Operational stakeholders
- Management level
- Executive / C-level stakeholders
- Conduct regular stakeholder engagement sessions to assess:
- Client satisfaction
- Emerging challenges
- Strategic priorities
- Serve as the primary point of contact for all client-related matters
On-Site Client Engagement
- Use on-site engagement to:
- Identify opportunities for AI-enabled improvements
- Assess readiness for automation and analytics solutions
- Gather real-world insight to support AI-driven solution proposals
- Advocate for customer needs in product and business planning
TVET Sector Advisory
- Develop and maintain deep understanding of:
- TVET regulatory requirements
- Funding and operational constraints
- Academic and administrative processes
- Translate sector challenges into practical and relevant solutions
- Provide advisory input aligned to the specific context of TVET institutions
- Coordinate complex solution delivery across multiple departments
Service Delivery Oversight
- Collaborate with Project Managers, Consulting, and Support teams to ensure:
- Delivery quality meets agreed standards
- Timelines and SLAs are achieved
- Scope and expectations remain aligned
- AI-enabled solutions delivered to clients meet expectations
Innovation & Continuous Improvement
- Identify opportunities to improve:
- Client processes
- System utilisation
- Service delivery models
- Propose and drive innovative, value-adding solutions
- Support continuous improvement initiatives across accounts
Governance, Risk & Escalation Management
- Participate in and lead governance structures including:
- SteerCo meetings
- Account review sessions
- AI-enabled reporting improvements
- Provide structured reporting on:
- Account performance
- Financials
- Risks and mitigation plans
- Act as escalation point for critical issues and ensure resolution
Cross-Functional Coordination
- Coordinate across internal teams:
- Consulting
- Support
- Product / Development
- Finance
- Ensure alignment between client expectations and delivery capability
- Drive accountability across all stakeholders
Forecasting, Planning & Reporting
- Develop accurate revenue forecasts and strategic account plans
- Track and report on account performance, risks, and opportunities
- Contribute insights to leadership for business planning and strategy.
KEY OUTPUTS / SUCCESS MEASURES
- Sustained retention, renewal, and profitable growth across the assigned TVET client portfolio.
- High levels of client confidence, stakeholder trust, and executive engagement across strategic accounts.
- Disciplined account planning, forecasting, and reporting that inform sound business and client decision-making.
- Strong delivery governance, with risks, issues, and escalations identified early and resolved decisively.
- Demonstrable value realisation through improved service delivery, solution adoption, and institutional performance outcomes.
- Conversion of strategic growth opportunities into expanded client value, innovation, and continuous improvement initiatives.
- Credible account leadership and consistent governance participation across internal and client-facing forums.
KEY PERFORMANCE INDICATORS (KPIs)
- Revenue growth, account expansion, and share of wallet within strategic client accounts
- Client retention, renewal performance, and contract continuity
- Account profitability and commercial sustainability
- Client satisfaction, stakeholder confidence, and loyalty within the TVET portfolio
- Execution of strategic account plans and governance commitments
- Solution adoption, utilisation, and realised value across client institutions
Internal & External Interfaces
- Internal: Senior Leadership, Sales, Marketing, Support, R&D and Finance
- External: Executive sponsors, senior stakeholders, procurement, and operational teams within customer organisations.
KEY SKILLS & COMPETENCIES
- Strategic account leadership and relationship management capability, with the credibility to build trust across operational, management, and executive stakeholders.
- Strong understanding of the TVET and broader higher education environment, including governance structures, regulatory requirements, funding pressures, and institutional operations.
- Commercial acumen spanning contract management, renewals, revenue growth, forecasting, and account profitability.
- Executive communication, stakeholder engagement, negotiation, and presentation capability.
- Service delivery oversight and the ability to align cross-functional teams to client commitments, timelines, and service standards.
- Strong judgement, problem-solving capability, and escalation management within complex client environments.
- Analytical and reporting strength, with the ability to interpret account performance, risk exposure, adoption trends, and growth opportunities.
- Change leadership and solution adoption capability, particularly across digital, data, automation, and AI-enabled solutions.
