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Role Description

This role is responsible for leading the account management team focused on setting strategic goals for client retention and growth. The Director will also build key relationships with key clients, analyze customer program experience, and collaborate with other departments to drive revenue and achieve business objectives.

Duties and Responsibilities

• Guide, mentor, and motivate the account management team to meet and exceed revenue and retention goals
• Develop and implement overarching strategies for client retention, growth, and customer satisfaction
• Build and maintain strong, long-term relationships with high-value clients and ensure program success and compliance
• Drive expansion within existing client accounts and identify new business opportunities to increase revenue through upselling products and program expansions
• Work closely with departments like sales, marketing, and product management to improve customer experience and achieve business goals
• Track key customer experience and account performance metrics, analyze data, and report on progress and goals to senior leadership
• Manage account management budgets, establish financial goals, and forecast service revenue
• Negotiate contracts and pricing with existing clients
• Lead and mentor a team of account directors and account managers
• Drive the partnership team's success through coaching, skill development, and resource management
• Provide regular updates to the executive team on partnership progress, challenges, and performance metrics
• Align account management efforts with the company’s overall business strategy and growth goals

Qualifications

• Bachelor’s degree in business, Marketing, or a related field required
• 7+ years of experience in account management including 3+ years in a leadership role
• Proven track record of successfully managing high-level client relationships and driving business growth through collaborations
• Strong negotiation, communication, and interpersonal skills
• Ability to analyze market trends, customer behavior, and business data to inform strategy
• Experience working across multiple departments and with senior executives
• High-level problem-solving skills and an ability to address challenges in complex partnerships
• Excellent project management skills and ability to handle multiple initiatives simultaneously
• Strong leadership abilities and a collaborative mindset
• Ability to influence others, both internally and externally
• High-level strategic thinking with the ability to execute on tactical goals
• Comfortable with ambiguity and making decisions with limited information

Working Conditions

This job operates in a professional office environment or remotely. This role routinely uses general office equipment.

Physical Requirements

• Ability to communicate clearly and exchange accurate information constantly
• Constantly operates computer, keyboard, copy machine, phone, and other general office equipment
• Ability to occasionally move objects up to 10 lbs

Direct Reports

• Senior Account Director
• Account Director
• Senior Account Manager
• Account Manager