Small-Medium Business Cluster Lead

About the Role: We are looking for an SMB Lead to drive the growth and success of our Small & Medium Business segment. In this role, you will build trusted relationships with a portfolio of clients, identify opportunities for business growth, and act as a strategic advisor. You will also shape and promote scalable service offerings for the SMB segment, collaborating with cross-functional teams to deliver solutions that create value for both clients and the business.

Account Ownership (70%):
- Own the client relationship from Sales handoff through the full lifecycle.
- Lead change management, ensuring client-side stakeholders are engaged, aligned, and progressing through each transformation phase.
- Provide omnichannel advisory guidance to help clients understand their channel model, make informed decisions on HCP engagement (CLM, email, digital portals, remote detailing), and evolve incrementally.
- Conduct Phase 4 evaluation with the client to assess outcomes, identify gaps, and build the case for next steps.
- Manage renewals end-to-end while identifying and developing expansion opportunities (upsell, cross-sell).
- Maintain account health visibility and flag risks early.
- Position and deploy packaged solutions with clients, advocating for standardized approaches over bespoke requests.
- Provide a clear handoff brief when an account grows beyond the SMB threshold into the strategic tier.
- Excluded from role: Day-to-day delivery coordination, operational resource scheduling, phase management, or bespoke solution design.

Packaged Solutions Leadership for the SMB Cluster (30%):
- Identify solutions needed at SMB scale based on cross-portfolio demand patterns and translate them into clear briefs for CGU teams specifying scope, use cases, delivery model, and commercial packaging.
- Work across CGUs to prioritize and drive packaged solution builds, owning the brief-to-launch process without managing CGU resources directly.
- Act as the internal sponsor for SMB-relevant packaged solutions-securing prioritisation, building business cases, and representing SMB demand in CGU planning cycles.
- Track deployment across the portfolio, gather structured feedback, and drive continuous refinement.
- Own the overall SMB P&L (NRR, expansion ARR, churn rate) and report upward on commercial performance.
- Own transition decisions when an account outgrows the SMB tier, coordinate the handoff to the strategic accounts team, and manage reverse-tiering where appropriate.
- Set and enforce delivery and quality standards across the SMB operating model, feeding back to delivery operations and CGUs where playbooks or packaged solutions need updating.