Team Lead, Account Management, Iberia

About the Role

As Team Lead, Account Management for Iberia, you are a hybrid player-coach: you own a named book of accounts across Spain and Portugal while taking on coaching responsibility for a subset of Account Managers. This role exists to close the gap between individual AM performance and org-wide strategy, providing the day-to-day coaching, escalation support and execution accountability that a growing team needs.

You’ll report into leadership and act as the first line of support for the AMs you coach, while continuing to carry your own NRR and AI targets and account relationships. You’ll partner closely with Iberia and EMEA leadership, working across CET (Spain) and WET (Portugal) time zones.

Aircall is going through an exciting transformation, building on our market-leading platform and introducing AI functionality that helps customers operate more intelligently and competitively. In Iberia, you’ll lead in a multilingual market where local relationships, language and business culture make a real difference. Join us and help shape that journey.

This is a hybrid role based in our Madrid office.

Key Responsibilities:

Account Management (Player)

• Own NRR: Manage a smaller book of named accounts across Spain and Portugal, right-sized to allow coaching bandwidth alongside account ownership, and drive renewals and expansion within your book.
• Carry Your Number: Deliver a personal NRR/retention and AI target.
• Know the Market: Adapt your approach to local buying habits, languages and renewal cycles.
• Set the Standard: Model the account management standard you coach others toward: deal execution, pipeline hygiene and customer relationship management.

Coaching & Team Leadership (Coach)

• Coach Day to Day: Provide day-to-day coaching and skill development for a subset of AMs, primarily newer and developing reps.
• Run the Cadence: Run weekly 1:1s, deal reviews and pipeline inspection with each AM you coach.
• Be the First Escalation: Serve as the first line of escalation for deal support, objection handling and methodology (SPICED) questions before matters escalate further.
• Share Insights: Share regular updates on team blockers, trends, pipeline, risk and churn, and coaching themes.
• Build Talent: Identify skill gaps early and build development plans for underperforming or ramping reps. If an individual’s performance requires a performance improvement plan, it will be administered by the Sr. Manager, Account Management.
• Lead Locally: Adapt your coaching and people management to the cultural and employment context of Spain and Portugal, partnering with HR and local leadership on any formal performance matters.

Qualifications:

• Fluency in Spanish and English is mandatory. Fluency in Portuguese is a plus.
• Current tenure as a high-performing Account Manager on the Iberia team (or equivalent), with a track record of strong NRR/retention results and at least 1 year of tenure as an Account Manager at Aircall, ideally supporting customers in the Iberian market.
• Deep working knowledge of the Aircall platform and AI products (AIVA, AI Assist Pro).
• Fluent in internal tooling (Salesforce, Gong, Hex, Claude) and familiar with the SPICED sales methodology.
• Solid understanding of the Spanish and Portuguese business landscape, including local buying behaviors, negotiation styles and cultural nuances.
• Working knowledge of GDPR and the local data protection and telecom regulations relevant to customer accounts in Spain and Portugal.
• Demonstrated informal leadership: teammates already come to you with questions, or you’ve mentored/onboarded peers.
• Strong judgment on when to solve something yourself versus escalate.
• Comfortable holding both an individual number and coaching accountability for your team at the same time.
• Analytical, with comfort forecasting against NRR and pipeline.

Success Looks Like:

• Your own book hits its NRR and AI targets.
• The AMs you lead show measurable coaching cadence (weekly 1:1s, deal reviews) and improving ramp/performance trajectories.
• Escalations are triaged and resolved at your level where appropriate, with clear judgment on what needs to go further up.
• Leadership has reliable, proactive visibility into team health and risk, not just through retros.
• Your team delivers a consistent, high-quality customer experience in the local language across both Spain and Portugal.