Strategic Accounts Lead
Job description
About the role
You will own the end to end lifecycle for a portfolio of strategic e commerce clients within the UK market driving both revenue expansion and gross margin improvement. You will translate complex operational data into clear commercial narratives that justify Relay's value proposition and underpin every conversation with executive stakeholders. You will act as the primary commercial link between the client and Relay ensuring that all cross functional teams remain aligned on shared objectives and delivery timelines. You will spearhead the design and execution of bespoke growth initiatives that leverage Relay's network intelligence to unlock new service offerings. You will continuously challenge the status quo by testing new hypotheses for pricing packaging and capabilities that enhance client loyalty. You will mentor junior account managers on best practices for data driven storytelling and stakeholder management. You will represent Relay at the highest levels of client organisations safeguarding long term strategic partnerships.
Key facts
What you'll do
Define and execute annual strategic account plans for assigned enterprise clients in close collaboration with sales product and operations leadership.
Own profit and loss responsibility for your portfolio articulating trade offs between growth retention and profitability to senior stakeholders.
Champion client use cases internally ensuring that product roadmaps and operational workflows reflect real world merchant needs.
Translate dense network data into actionable insights that reduce delivery costs improve speed and increase reliability for key customers.
Design and run joint business reviews with C level stakeholders to review performance against KPIs and agree on next steps.
Partner with the analytics team to build and refine cohort analyses that highlight trends across your strategic client base.
Lead complex contract negotiations including pricing changes service tiers and expansion terms while protecting Relay's margin.
Identify adjacent opportunity areas where Relay's technology can solve adjacent pain points beyond core delivery services.
Act as the crisis manager for escalated issues coordinating cross functional responses to minimise downtime and reputational risk.
Build and maintain a multi layered relationship map that includes economic buyers technical champions and day to day operators.
Run hypothesis driven experiments to test new value propositions and measure their impact on client health scores.
Own the narrative in boardroom discussions using data visualisation tools to present compelling return on investment stories.
Develop a deep understanding of each client's business model their customers and their competitive set to anticipate needs.
Ensure all commercial promises are kept by coordinating closely with delivery and operations teams on implementation timelines.
Requirements
You must possess a bachelor's degree in a quantitative discipline such as mathematics statistics or computer science.
You must have at least 5 years of progressive experience in B2B enterprise customer success or strategic account management.
You must have a proven track record of managing C level relationships in a fast moving technology environment.
You must be exceptionally comfortable working with large data sets and extracting meaning using spreadsheets and visualisation tools.
You must thrive in ambiguous fast paced situations where priorities shift multiple times per day.
You must be able to travel up to 25% of the time primarily within the UK and Europe for client visits and industry events.
You must have excellent written and verbal communication skills with the ability to simplify complex concepts for non technical audiences.
You must be fluent in English with professional written and spoken proficiency at a native level.
Nice to have
Experience in the e commerce logistics or supply chain technology sector.
Background in data science or advanced analytics with exposure to SQL Python or R.
Familiarity with freight and international shipping workflows.
Experience working with venture backed high growth startups.
Knowledge of European logistics regulations and customs procedures.
Practical notes
Work model is hybrid with 4 days on site in Shoreditch London and 1 day remote.
Standard full time hours apply with occasional evenings and weekends required during critical launch periods.
Visa sponsorship is not available for this position at this time.
Candidates must be legally authorised to work in the United Kingdom.
The selection process includes a talent acquisition interview a hiring manager interview a case study and a final interview with decisions rendered within 48 hours.