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Head of Customer and Partnerships

Brisbane, Australia

The Opportunity:

This is an exciting and important role for Kapiche, being the first role responsible for renewals and expansions at a company that is very customer-centric. It calls for a motivated and outgoing self starter who is comfortable with a technical product but can balance that with commercial acumen.

Reporting to the CEO, this role plays a critical role in business growth for us by proactively partnering with our customers to uncover what their business objectives are, and how Kapiche can help solve them. The role is quota carrying and responsible for renewals and expansions in a mixture of both Mid-Market & Enterprise companies through close relationships and our reputation as a disruptor in the text analytics industry.

Calling on your previous experience we want you to establish the account management function at Kapiche, its processes and workflows. Proven ability to successfully build scalable business operations to track, prioritize, and drive multiple accounts is a huge advantage.

Secondly, we want you to lead a new Customer team - that covers account management, onboarding, support and engagement - on the execution of both long and short term strategies to drive customer revenue, retention, satisfaction and profitability. The outcome of this will be a customer success playbook for Kapiche that can be adapted and scaled globally.

What you will do:

  • Lay the foundations: Establish and document account management processes required to ensure success of our customers. Identify key systems/software required to execute the processes.

  • Be Customer First: Identify, create, and implement solutions set on achieving measurable business results for our customers.

  • Embed Kapiche: Conduct regular business reviews with your existing client pool to check in on the health and status of each account, proactively identifying issues that may impact a renewal, up-selling cross-selling across your client pool.

  • Own churn, retention and growth targets: Define and execute your strategy for maturing and expanding customer accounts - Achieve quarterly and annual renewal and expansion targets.

  • Stakeholder management: Present to decision makers to articulate the value and ROI of Kapiche.

  • Lead the Customer Team: Work with cross-functional counterparts in Sales, Marketing, and Product to evolve, scale and improve our customer’s experience.

Essential for the role:

  • 5+ years proven quota carrying experience in account management, software sales or strategy.

  • Bachelor’s degree OR evidence of high achievement in academics and extracurriculars.

  • Business Acumen with a proven track record in fulfilling and exceeding quota targets.

  • You have previous people management experience and understand what’s required to be a leader in a high-growth organisation.

  • You can deal with complex or escalated customer situations, and are able to navigate large organizations and gain Executive level buy-in.

  • Ability to both think strategically and execute to an exceptional standard - You can consider implications beyond individual customers.

  • Good written/verbal communication skills - Ability to listen, effectively synthesise important details and respond well to questions.

  • Entrepreneurial spirit - a high tolerance for ambiguity with ability to be efficient with limited resources.

  • Prior experience in a start-up environment is not required but will be weighed positively.

Why you will love working at Kapiche:

Kapiche is a customer-first company. We care deeply about helping our customers find tractable solutions to the problems that they face. Today, we do this by delivering a cutting edge product and exceptional customer support and we are looking to build on this with the addition of this role.

We are building the best possible team capable of winning the global race to own the text analytics market - Our people are our main focus. Our approach is to find A-player candidates like yourself, give you ownership of your work and everything you need to achieve outstanding results. What you can expect from us:

  • Competitive salary + super + bonus + options.

  • Flexibility to work from a new office in Fortitude Valley, Brisbane and from home.

  • Relocation package offered for the right person.

  • Encouragement and support for Professional Development.

  • Team activities and regular social gatherings.

  • Monthly Wellness Allowance.

Get in touch with our People Team at careers@kapiche.com