Capillary Technologies is a global SaaS company that provides solutions to help businesses delight their customers. Capillary offers an intelligent loyalty and customer engagement platform that enables brands to delight customers across their purchase journey during acquisition, analysis, insights, and activations. We partner with leading brands across industries to create personalized customer experiences, drive loyalty, and boost revenue. With offices in 30+ countries and clients in 100+ countries, we offer a truly global experience. For more information visit our website
www.capillarytech.com
1. Role Overview
As the Strategic Account Director, you will be the commercial and strategic lead for our most significant partnerships in the ANZ region. This is a \"Full-Cycle\" growth role designed for a high-performer who excels at the intersection of Customer Success (CS) and New Business Acquisition (Hunting). You will be responsible for protecting and expanding a multi-million dollar portfolio while simultaneously identifying and winning high-value \"Greenfield\" accounts. You will act as a trusted advisor to CMOs and Heads of Loyalty, ensuring our platform drives measurable marketing ROI and consumer engagement.
2. Key Responsibilities
* Net Revenue Retention (NRR): Own the full renewal cycle and commercial health of a dedicated portfolio.
* Expansion & Upsell: Identify opportunities for product cross-sells and seat expansions to drive organic growth.
* Strategic Success Planning: Develop 12-month roadmaps for clients that align our SaaS capabilities with their specific marketing KPIs (CLV, Churn reduction, Engagement).
* Value Realization: Lead Quarterly Business Reviews (QBRs) that demonstrate data-driven ROI to C-suite stakeholders.
B. Strategic Acquisition (Hunter)
* Pipeline Generation: Target and penetrate a curated list of \"Must-Win\" enterprise accounts in the ANZ region.
* Sales quote: Lead the sales process for 4-5 key hunting opportunities in the region
* Market Positioning: Position our loyalty and marketing solutions against competitors by leveraging deep industry expertise.
C. Subject Matter Expertise
* Loyalty Consulting: Advise clients on loyalty mechanics (points, tiers, gamification) and marketing automation best practices.
* Product Advocacy: Act as the \"Voice of the Customer\" for our Product team to ensure the roadmap reflects the unique needs of the Australian market.
3. Qualifications & Experience
* SaaS Expertise: 8+ years of experience in Enterprise SaaS, specifically within Loyalty, CRM, MarTech, Payments sectors.
* Proven Track Record: Demonstrated success in meeting/exceeding quotas for both renewals and new business acquisition.
* Domain Knowledge: Deep understanding of the Australian retail, travel, hospitality, or financial services landscape.
* Stakeholder Management: Exceptional ability to influence and negotiate with C-level executives (CMOs, CTOs, CXOs).
4. Key Performance Indicators (KPIs)
* Net Revenue Retention (NRR): Target of 100%+ across the assigned portfolio.
* New Business Value (NBV): Annual revenue target from strategic \"Hunting\" accounts.
* Account Health Score: Maintaining high NPS and platform adoption rates across the portfolio.
* Pipeline Velocity: Consistency in moving prospective enterprise leads through the sales funnel.
Disclaimer
It has been brought to our attention that there have recently been instances of fraudulent job offers, purporting to be from Capillary Technologies. The individuals or organizations sending these false employment offers may pose as a Capillary Technologies recruiter or representative and request personal information, purchasing of equipment or funds to further the recruitment process or offer paid training. Be advised that Capillary Technologies does not extend unsolicited employment offers. Furthermore, Capillary Technologies does not charge prospective employees with fees or make requests for funding as a part of the recruitment process.
We commit to an inclusive recruitment process and equality of opportunity for all our job applicants
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