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Team Leader – Digital Segment Account Manager

14/05/2025
27/06/2025
Permanent - Full Time
Melbourne or Sydney
HR & Recruitment,IT,Sales
 

Who we are…

Founded in 2002, ELMO Software is the trusted provider of HR technology solutions to 2,000+ mid-sized organisations and more than one million end users across Australia and New Zealand.With a comprehensive suite of ISO-certified solutions that span the full employee lifecycle, ELMO Software is designed to scale as organisations grow. Flexible and configurable, ELMO’s one-stop HRIS fits to your specific needs and workflows.Through powerful technology, automation, data and analytics, ELMO Software empowers HR professionals to play an integral role in company decision making.

Life & Culture...

At ELMO you will be joining an epic team with the opportunity to make a big impact. We foster an authentic, collaborative, fun working environment and being an ELMOnian means you're part of an amazing team that will push you to grow, support you with challenges and allow you to shine. Some of our benefits include:

  • Hybrid work set up
  • Paid Parental leave - 12 weeks primary, 6 weeks secondary
  • Birthday leave, YOU day each year, as well as connecting people leave (up to 6 weeks working from anywhere)
  • Inhouse Learning and Development initiatives
  • ELMO Social and Diversity clubs
  • Wellbeing initiatives such as boot camp, yoga etc.
  • Mental Health/EAP programs
  • Flare Benefits (great discounts, novated leasing, salary sacrifice)

Our values:

  • Obsess over customers - Everything we do is designed to positively impact our customers
  • Help others thrive - Be they colleagues, communities or customers, we champion ways to help others thrive
  • Seek out different - We constantly look to innovate, challenge the status quo and defy barriers
  • Be fearlessly optimistic - We bring unwavering positivity to any challenge as we know it will drive meaningful change

 

Job Description

About the opportunity..

Are you a dynamic and experienced leader ready to shape the success of our Digital (LMM/SMB) customer segment? ELMO Software is seeking a driven Team Leader – Digital Segment Account Manager to join our talented Account Management team in either Sydney or Melbourne! In this pivotal role, you will lead a team of passionate Account Managers, driving exceptional customer retention, expansion, and overall satisfaction. Your expertise in team leadership, strategic execution, and customer relationship management will be key to ensuring operational excellence and achieving ambitious renewal and upsell targets. You will be instrumental in fostering a high-performing team culture that embodies ELMO’s values.

 

Key Responsibilities:

  • Lead and coach a team of junior Account Managers for exceptional support.
  • Execute data-driven digital account management strategy.
  • Implement effective onboarding programs and playbooks.
  • Monitor performance metrics and KPIs using dashboards.
  • Utilize Totango to identify at-risk customers and engage proactively.
  • Ensure consistent and accurate Salesforce usage across the team.
  • Streamline efficiency via automated workflows.
  • Apply customer segmentation frameworks for resource allocation.

 

What You'll Achieve:

  • Lead a high-performing, data-driven account management team.
  • Drive improvements in retention, adoption, and satisfaction.
  • Foster growth through effective coaching and mentorship.
  • Optimize team execution of digital and human touchpoints.
  • Maintain high-quality customer data across systems.
  • Drive increased customer value realization.

Desired Skills and Experience

  • 5+ years in account management, digital stream, or related SaaS.
  • 2+ years in team leadership or coaching.
  • Strong experience in LMM/SMB SaaS customer segments.
  • Proven ability to drive commercial outcomes and satisfaction.
  • Proficient in CRM (e.g., Salesforce), SaaS metrics, and digital engagement.

 

Skills & Attributes:

  • Inspirational leadership with a focus on coaching.
  • Strong commercial acumen and results orientation.
  • Exceptional communication and stakeholder management.
  • Analytical mindset focused on operational efficiency.
  • Strong alignment with ELMO’s core values.

ELMO Software Limited is an equal opportunity employer, and we encourage applicants from diverse backgrounds to join our team. Key to this role is an awareness of data privacy and security as you will be dealing with sensitive employee data in accordance with ELMO’s ISO27001:2022 Certified security policies and practices.

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