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The Strategic Account Director manages 3–5 of Adaptavist’s most strategic global enterprise customers, owns multi-year growth plans, deepens executive relationships, and leads virtual teams across Sales, Presales, Delivery, Customer Success and partners to drive wallet-share growth and long-term transformation. They identify whitespace, generate pipeline, and pursue value-based selling, developing customer-centric viewpoints that link Adaptavist capabilities to outcomes in areas such as Developer Experience, Toolchain Modernisation, AI Adoption, Compliance, Change Assurance, and Cloud Migration, using MEDDPICC to qualify opportunities. They build executive relationships with Economic Buyers and C-suite sponsors, cultivate multi-threaded relationships across technology and business leadership, mobilize internal champions, navigate complex organizations and influencer networks, and develop joint account strategies with strategic partners while executing partner-involved deals with co-sell discipline and margin management. They position Adaptavist as the preferred transformation partner within shared accounts and lead partner ecosystem collaboration to generate identifiable pipeline, building working relationships across partner sales and technical teams. They maintain CRM hygiene and forecast accuracy, lead quarterly account reviews and strategic planning, drive commercial governance and margin discipline through complex negotiations, and contribute to QBRs, deal inspections, and sales-excellence initiatives.

The Software Support Team Lead will guide, mentor, and support a team of Software Support Engineers to deliver best-in-class customer support, working with the Head of Product Support and Support Operations Manager to drive improvements and monitor performance against SLAs and KPIs. They’ll serve as a key escalation point for incidents and service outages, lead incident management and post-mortems, and collaborate cross-functionally to reduce commercial risk and enhance the customer experience. The role requires a blend of people leadership, technical understanding (including Groovy/JavaScript coding), and a data-driven mindset to improve processes and develop talent. Responsibilities include managing people—performance reviews, 1-2-1s, workload, hiring, onboarding, and creating training materials—and leadership duties such as owning customer outcomes, escalating high-risk tickets, coordinating with Customer Success, Product, and Development, translating strategy into actionable team updates, and leading stand-ups and workshops. In operations, they monitor metrics (CSAT, FRT, RoR, SLA), analyze trends, propose improvements, work with the Support Operations Manager to enhance tooling and automation, and contribute to knowledge base content and training materials.