Overview

The Account Director plays a pivotal role in ensuring Powerfleet’s customers achieve their desired outcomes with our solutions. You will be responsible for the management of high value contracts and will build and maintain board level business relationships with the customers. You will act as a strategic advisor, guiding customers on how our technology based solutions will provide commercial and competitive advantage for their business. By proactively identifying opportunities and mitigating risks, you will maximize customer satisfaction, retention, and revenue growth.

This position is ideal for a commercially astute, customer-centric professional who thrives in a collaborative, fast-paced environment and is passionate about leveraging technology to drive business success.

Key Responsibilities

Relationship Management & Customer Advocacy

· Serve as the primary point of contact for assigned accounts, building and maintaining trusted partnerships at board and operational level.

· Understand the customers business objectives and strategy. Leverage your understanding of industry trends and developments together with competitive landscape to deliver strategic value.

· Be the voice of the customer, advocating for their needs and ensuring continuous engagement.

· Take responsibility for driving resolution of customer challenges in collaboration with internal stakeholders

· Build and maintain a high awareness level of technological advancements, industry trends and best practices to provide strategic recommendations.

· Lead the creation and presentation of proposals, pitches and strategic plans

· Develop and maintain an Account Development Plan ensuring that effective stakeholder mapping is in place

Customer Onboarding & Implementation

· Work in partnership with the Implementation team to ensure that new customers adopt Powerfleet’s solutions seamlessly.

· Build a clear understanding of the customer landscape and stakeholders, establishing and nurturing relationships to set the foundation for a successful, long-term partnership.

· Establish an account plan with clear objectives, actions and success metrics, aligning Powerfleet’s capabilities with the customer’s business goals.

· Track and manage the ongoing execution of key actions as identified in the Account Plan.

Proactive Engagement & Value Delivery

· Monitor and drive product adoption through ongoing education and coaching, ensuring that customers are using Powerfleet’s solution effectively to derive business value.

· Monitor customer health metrics, proactively addressing challenges and identifying opportunities for improvement.

· Leverage customer feedback, ensuring that survey results and insights drive tangible action resulting in positive feedback from customers and internal business improvements.

· Review customer progress through formal and regular business reviews, demonstrating ROI and uncovering opportunities for further engagement.

Collaboration & Cross-Functional Partnership

· Work closely with Sales, Product, Support, Finance, Marketing and Operations to ensure a seamless customer experience.

· Share customer insights to drive continuous improvement and enhance Powerfleet’s offerings.

· Keep Powerfleet leadership informed of critical escalations and risks associated with the customer relationship.

Retention & Expansion

· Identify growth opportunities within existing accounts, presenting relevant upsell and cross-sell solutions in collaboration with Sales team members.

· Proactively manage contract delivery and renewals by understanding customer needs and aligning them with Powerfleet’s evolving capabilities. Ensure that we deliver against contractual obligations.

· Partner with Sales and marketing team members to expand our footprint within customer organizations in alignment with Powerfleet’s strategic objectives.

Reporting & Insights

· Track and analyze customer engagement, usage trends, and key success metrics.

· Provide data-driven insights to inform Powerfleet’s customer engagement strategies.

· Provide accurate forecasts internally demonstrating a thorough understanding of sales cycle stage on business development opportunities and highlight any potential churn risks

Qualifications

Required Skills & Experience

Must be fluent in French

Spanish is desireable

· 5+ years in customer success, account management, or a related customer-facing role within a B2B or SaaS environment.

· Proven track record in managing large scale clients

· Strong communication skills, experienced in operating at board level

· Strong ability to analyze and interpret customer data to identify opportunities for improvement.

· Business acumen: Demonstrate sound commercial acumen including revenue and growth awareness, financial literacy, strategic thinking, negotiating and problem solving.

· Self-driven and motivated to drive outcomes and value for customers, using a methodical and strategic approach.

· Excellent board level relationship-building and communication skills.

· Passion for helping customers leverage technology to drive business success.

· Ability to work cross-functionally and collaborate with internal teams.

Preferred Skills

· Experience in SaaS, IoT, logistics, or asset management industries.

· Familiarity with customer success tools and CRM platforms.

· Strong problem-solving skills and ability to work in a fast-paced environment.

Education

· Bachelor’s degree in Business, Finance, Communications, or a related field preferred. Or 5 years relevant experience

Key Performance Indicators

· Performance against revenue and profitability budgets / targets

· NPS results

· Relationship CSAT results

· Churn rate

· Net Revenue Retention and growth