Account Management Lead

Titanbay

  • London
  • Permanent
  • Full-time
  • 14 days ago
About TitanbayAt Titanbay, we are on a mission to open up private market investing for wealth managers, private banks, and their customers. We are deeply committed to delivering unmatched value and service to our clients by offering innovative solutions that empower our customers to navigate private markets with confidence and success.Our ethos revolves around customer obsession and our ability to solve difficult problems well for our customers. We believe in fostering a culture of transparency, integrity, and accountability, where every team member is empowered to take ownership, act with urgency, and earn the trust of our colleagues, clients, and partners.Join us on our journey to reshape the future of private market investing and unlock new opportunities for wealth managers and investors alike.About the RoleWe are hiring an Account Management Lead to own and define the Account Management function at Titanbay.This is a high-visibility, high-accountability role that blends strategic leadership with hands-on execution. You’ll operate as the single point of ownership for our highest-value Tier 1 clients while building the playbooks, metrics, and KPIs that will define our client engagement model.You’ll be the face of Titanbay to our most important relationships, trusted to represent us at C-level, identify commercial opportunities and be the voice of the customer back into the business. Your work will directly enable the sales team to focus on new business by taking full ownership of strategic account management.What You’ll Be Responsible For:Function Leadership & Design
  • Build and own the Account Management operating model from scratch
  • Create tiering, engagement strategies, and governance structures for strategic accounts
  • Establish and track performance KPIs, client health metrics, and reporting cadence
  • Own Titanbay’s NPS program — from survey design to actionable insight delivery
Strategic Account Ownership
  • Personally manage and grow our most valuable Tier 1 accounts (100m+ AUM or strategic designation)
  • Build deep, trusted relationships with client executives and key stakeholders
  • Deliver Quarterly Service Reviews and regular client engagement meetings
  • Identify upsell/cross-sell opportunities and work closely with Sales on execution
Commercial Impact
  • Act as a commercial partner, spotting growth opportunities within existing accounts
  • Free the sales team from day-to-day account management by owning client delivery and retention
  • Translate client needs into commercial proposals and product discussions
Voice of the Customer
  • Serve as the primary channel for client feedback into Product, Fund Operations, Compliance, and Commercial teams
  • Influence product roadmap and operational improvements based on client insight
Risk & Escalation Management
  • Anticipate and mitigate risks to client satisfaction, retention, and revenue
  • Lead the resolution of high-impact escalations, ensuring swift, coordinated action
Travel & Client Presence
  • London office–based with frequent travel to client sites for in-person engagement and relationship building
What We’re Looking For:Experience
  • 5–10 years in Account Management, Client Success or Client Relations
  • Experience operating at a Team Lead/Head of level, ideally in B2B financial services or fintech
  • Proven ability to manage high-value strategic accounts with C-level stakeholders
  • Strong commercial initiative, experience identifying and closing opportunities within existing accounts
  • Track record of designing and implementing Account Management frameworks, KPIs, and NPS programs
Skills & Attributes
  • Executive presence and influence with senior stakeholders
  • Hands-on operator who thrives in building from zero
  • Commercially astute with a focus on retention and expansion
  • Exceptional relationship builder with high trust and credibility
  • Highly organised and disciplined in follow-up and delivery
  • Skilled at cross-functional collaboration and navigating complex organisations
Benefits
  • 28 days holiday p/a + Bank holidays (option to roll up to 5 days)
  • Employee Share Options
  • Private Health & Dental insurance
  • Life Insurance (3x salary)
  • ClassPass Health and Wellness membership
  • Juno Flexi benefit allowance
  • EAP support
  • Company pension
  • ParentPromise digital new parent support
Our Commitment to DiversityTitanbay does not discriminate on the basis of race, sex, colour, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity, or any other protected status under the law. We are committed to providing equal employment opportunities and benefits to all.

Titanbay