General Manager

Your Departments & Teams Client Management The Client Leads run the client management department day-to-day. You work alongside them to bring structure, goals and standards to the department. Escalation priority for all high-level client management issues. You set KPIs, run the weekly rhythm, hold the team accountable. Own the department-level Net Retention Rate (NRR): you are accountable for whether the department is growing, retaining or leaking revenue. Lead all new deal negotiations, contract renewals, pricing adjustments and expansion conversations. Client Leads provide account context and assist but commercial decisions rest with you. Final say on all commercial concessions, trial extensions, pricing holds and scope concessions. Client Leads recommend - you decide. Decide where the Floating Client Manager is deployed, jointly with the relevant Client Lead. When both pods need the Floating CM simultaneously, you break the tie. Activate cross-region backup when a full pod is offlin...