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- The Strategic Account Director manages 3–5 of Adaptavist’s most strategic global enterprise customers, owning multi-year growth strategies and acting as a long-term transformation partner by coordinating cross-functional teams. - They build executive relationships, lead virtual teams across Sales, Presales, Delivery, and Customer Success, and pursue wallet-share expansion and sustainable account growth, including whitespace opportunities and pipeline generation. - They develop customer-centric viewpoints linking Adaptavist capabilities to measurable outcomes, perform structured discovery, create business cases and value realization plans, and apply MEDDPICC to qualify and progress opportunities. - They manage stakeholders including Economic Buyers and C-suite sponsors, cultivate multi-threaded relationships across technology and business leadership, mobilize internal champions, navigate complex structures, and lead partner ecosystem co-sell strategies. - They maintain operating rhythm and commercial excellence with CRM hygiene, forecast accuracy, quarterly reviews, governance, deal quality, and contribute to QBRs and sales excellence initiatives.

This role is for a Software Support Team Lead who will guide, mentor, and support a team of Software Support Engineers, managing day-to-day operations, performance management, and talent development including hiring, onboarding, and training materials. You will work with the Head of Product Support and Support Operations Manager to monitor SLAs and KPIs, analyze trends, manage workload and leave, and drive operational improvements to enhance customer support. You will act as a key escalation point for complex tickets and incidents, lead incident management and post-mortems, address commercial risk, and collaborate cross-functionally with Customer Success, Product, and Development to drive improvements. The role requires strong leadership and collaboration, including standing up stand-ups, workshops, fostering an inclusive culture, building relationships, and translating business/product strategy into actionable updates for the team. A good understanding of coding (Groovy/JavaScript) is essential due to product capabilities, and you will contribute to tooling/automation, knowledge base content, internal docs, and ongoing training.