Head of Account Management Portuguese Market

We are looking for a hands-on Head/Manager of Account Management to lead our Portuguese market as part of our Customer Experience (CX) organization.Reporting to the Accounts Senior Director, you will own the retention, expansion, and customer success strategy for one of our key markets. You will be expected to stay close to the day-to-day reality of the business, support your team through complex customer situations, and drive continuous improvements across customer experience, retention, and revenue growth.We are looking for a player-coach who enjoys working closely with Account Managers, solving customer challenges, analyzing performance data, and turning insights into action.What You'll Be DoingOwn customer retention, renewal, and expansion targets for the Portuguese market.Monitor team performance and ensure KPIs are consistently achieved.Lead and Develop a High-Performing TeamRecruit, onboard, and develop top Account Management talent.Coach Account Managers through complex customer situations, negotiations, and escalations.Foster a high-performance culture focused on accountability, customer outcomes, and continuous improvement.Conduct regular performance reviews and provide actionable feedback.Use data to identify trends, uncover root causes, and drive informed decision-making.Act as the Voice of the Customer and MarketBuild strong cross-functional relationships with Product, Sales, Marketing, and Operations.Advocate for the needs of Portuguese customers and help shape product and service improvements.Your ProfileMust-Have RequirementsNative Portuguese speaker with direct experience working in the Portuguese market.Fluent English communication skills.3+ years of leadership experience within Account Management, Customer Success, Customer Experience, or a related SaaS function.What We Are Looking ForA hands-on leader who enjoys being close to customers and operations.Ability to navigate ambiguity and make data-driven decisions.Strong business acumen with the ability to balance short-term execution and long-term strategy.About usAt Factorial, we’re building the leading business management software for companies of all sizes. Our platform centralizes key workflows across HR, finance, and operations, freeing teams from manual processes so they can focus on what really matters: leading, growing, and taking care of their people.If you're excited to shape the future of business management technology, we’d love to meet you.Our ValuesWe own it: We take responsibility for every project.

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