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Powerfleet (Nasdaq: AIOT; JSE: PWR) is a global leader in the AIoT software-as-a-service (SaaS) for the mobile asset industry. With more than 30 years of experience, Powerfleet unifies business operations through data ingestion, harmonization, and integration, delivering actionable insights to help companies save lives, time, and money. Our people-centric approach empowers customers to realize impactful and sustained business improvement. Powerfleet serves over 2.6 million subscribers across more than 48,000 customers in 120 countries, with commercial operations on every major continent.
About the Role
The Account Director plays a pivotal role in ensuring Powerfleet’s customers achieve their desired outcomes with our solutions. You will manage high-value contracts, develop and maintain board-level business relationships, and act as a strategic advisor—guiding customers on how our technology solutions create commercial and competitive advantage. This role involves proactively identifying opportunities, mitigating risks, and driving customer satisfaction, retention, and revenue growth. Ideal candidates are commercially astute, customer-centric professionals who thrive in a collaborative, fast-paced environment and are 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 trusted partnerships at board and operational levels.
- Understand customers’ business objectives, strategy, and industry trends to deliver strategic value.
- Advocate for customer needs and ensure continuous engagement.
- Collaborate internally to resolve customer challenges.
- Stay informed on technological advancements and best practices to provide strategic recommendations.
- Lead the creation and delivery of proposals, pitches, and strategic plans.
- Maintain an Account Development Plan with stakeholder mapping.
- Customer Onboarding & Implementation: Partner with Implementation teams to ensure seamless solution adoption.
- Build a deep understanding of the customer landscape and stakeholders.
- Establish account plans with clear objectives, actions, and success metrics aligned to business goals.
- Monitor and manage execution of account plan actions.
- Proactive Engagement & Value Delivery: Monitor product adoption, providing education and coaching to ensure effective use.
- Track customer health metrics, addressing challenges and identifying improvement opportunities.
- Use customer feedback to drive internal and product improvements.
- Conduct regular business reviews demonstrating ROI and identifying further engagement opportunities.
- Collaboration & Cross-Functional Partnership: Work with Sales, Product, Support, Finance, Marketing, and Operations to deliver a seamless customer experience.
- Share customer insights to drive continuous improvement.
- Keep leadership informed of critical escalations and risks.
- Retention & Expansion: Identify upsell and cross-sell opportunities in collaboration with Sales.
- Manage contract delivery and renewals to meet customer needs.
- Partner with Sales and Marketing to expand our footprint within customer organizations.
- Reporting & Insights: Track and analyze customer engagement, usage, and success metrics.
- Provide data-driven insights to shape customer engagement strategies.
- Deliver accurate forecasts and highlight churn risks.
Qualifications
Required
- Fluent in French; proficiency in Spanish desirable.
- 5+ years in customer success, account management, or a related customer-facing role within a B2B or SaaS environment.
- Experience operating at board level.
- Strong ability to analyze and interpret customer data to identify opportunities.
- Demonstrated commercial acumen, financial literacy, strategic thinking, negotiation, and problem-solving skills.
- Self-driven with a methodical, strategic approach to driving customer outcomes.
- Excellent relationship-building and communication skills.
- Passion for helping customers leverage technology for business success.
- Ability to work cross-functionally with internal teams.
Preferred
- Bachelor’s degree in Business, Finance, Communications, or a related field, or equivalent relevant experience.
Key Performance Indicators
- Performance against revenue and profitability targets.
- Net Promoter Score (NPS).
- Relationship CSAT
- Churn rate.
- Net Revenue Retention and growth.
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