Account Director - Enterprise Client(s)

About us

Hugo is committed to Africa, to the future of its workforce, and to building an opportunity-engine worthy of both. Our path: we build high-performing remote-teams for some of the world’s largest technology and media companies, and specialize in omnichannel customer support, digital and AI operations, and trust and safety solutions.

Our “Why?” is simple. Outsourcing generates billions in income and opportunities globally, but less than 2% reaches African communities. We’re here to change that.    

As a company, we’re obsessed with excellence—we ask smart questions to build a thorough understanding of our clients’ needs; then pour ourselves into delivering not just great work, but also a perfect user experience. 

The only commitment greater than the one we have to our clients is the one we have to our community. We are dedicated to carving out a place in the digital economy for bright, young Africans, and we work tirelessly to equip them with the skills needed to build meaningful careers. Join us!

What you’ll be doing

You will be responsible for managing existing client relationships with large enterprise technology companies, ensuring their satisfaction and growth. Your primary goal is to maintain strong customer relationships, work internally to ensure strong service delivery, identify growth opportunities within your account(s), and drive upsell initiatives.

Key Responsibilities

Client Relationship Management:

• Serve as the primary point of contact for key enterprise tech client (s), building and maintaining long-term relationships.
• Develop a deep understanding of your client(s)’ business objectives, technical needs, and operational challenges.
• Act as a trusted advisor, ensuring that we are well informed on client needs as they evolve and ensure our solutions continue to meet those evolving needs.

Upselling & Revenue Growth:

• Identify upselling and cross-selling opportunities within your dedicated account.
• Present and propose new solutions, services, and contract expansions that align with your client’s goals.

Account Strategy & Planning:

• Develop comprehensive plans for your account(s), focusing on long-term growth and retention.
• Forecast account growth, track account performance metrics, and ensure account health remains strong.
• Regularly review service performance with client(s), conduct quarterly business reviews (QBRs), and address any service gaps.

Collaboration & Cross-functional Coordination:

• Partner with internal teams to ensure seamless service delivery and to craft solutions that address client needs.
• Work with the relevant teams to ensure client satisfaction, including troubleshooting, escalation management, and proactive problem-solving.
• Provide feedback to service teams regarding client needs and market trends.

Market & Industry Insight:

• Stay informed about industry trends and leverage your knowledge to provide clients with proactive insights and recommendations.

Qualifications: 

Experience:

• At least 10 years of work experience with 5+ years of experience in account management, customer success, or business development in a B2B environment, preferably with enterprise technology clients
• Proven track record in managing large accounts and driving upsell/ revenue growth within existing client relationships (having owned quotas / a growth target)

Industry Knowledge:

• Strong understanding of data annotation and digital operations services and the business areas they typically support (AI, ML, Trust & Safety and various Customer Experience Workflows etc).
• Experience working with or selling to enterprise tech companies in the Bay Area with a strong professional network in the area.

Skills:

• Excellent communication, presentation, and negotiation skills Ability to navigate and be effective across multiple levels of a large organization
• Ability to understand technical requirements and translate them into client solutions
• Strong organizational and project management abilities, with a strategic mindset focused on long-term success
• Relationship Building: Demonstrated ability to build trusted relationships with senior stakeholders and key decision-makers

The Hugo ethos and a passion for Africa and creating economic opportunity there

• Better is the Baseline (we get things done, we put empathy into action at work, we hold an unwavering commitment to quality and continuous improvements, we do things the right way)

What we provide

Hugo offers a hybrid work environment that balances employee flexibility with a collegial office culture. We pride ourselves on offering a dynamic environment where ambitious professionals can make an impact and accelerate their career. Our compensation and benefits are highly competitive.

 

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PRIVACY STATEMENT

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EQUAL OPPORTUNITY STATEMENT

Diversity, equity and inclusion are part of our DNA. Promoting and, where possible, improving diversity, equity and inclusion are a value-based and commercial necessity. We are an equal opportunity employer and welcome applications from all qualified individuals, regardless of race, sex, gender identify, sexual orientation, neurodiversity,  disability, or any other legally protected status