Director of Account Management

We are seeking an experienced Account Management Director to lead and optimize our Account Management team.
The Account Management Director is a leadership position that involves spearheading the AM teams efforts to maximize customer retention, revenue growth, and overall account health. You will be responsible for developing strategies to ensure customer satisfaction, retention and expansion while fostering a positive corporate culture, and driving continuous improvement in customer engagement.
The ideal candidate will possess a track record of exceeding expansion and retention targets within a fast-paced startup or SaaS company.
As the Account Management Director, you will develop and implement strategies, foster a culture of continuous improvement, and collaborate cross-functionally to enhance customer engagement and satisfaction.
Responsibilities
Leading the Account Management Team Leads with a focus on customer success and growth
Developing and implementing customer retention and expansion strategies
Identifying key customer experience indicators and trends
Driving continuous improvement in customer engagement and lifecycle
Manage, mentor, and inspire your regional Account Management Team Leads to achieve their goals and consistently excel.
Collaborate with internal teams, including Legal, Operations, Product, Payments, and Finance, to provide seamless support for your team.
Exhibit strategic thinking, superior presentation skills, and effective communication.
Work with the team to build and maintain strong client relationships by understanding their unique needs, managing overall partnerships, and addressing escalations with internal teams to ensure SLAs are met.
Drive revenue growth by identifying upselling and cross-selling opportunities within regions Book of Business.
Collaborate with the VP of Customer Success and stakeholders to support RFPs and RFIs, contributing to the development of compelling proposals that showcase the companys value proposition and participating in RFP interviews with the Sales team.
Strive for your team to achieve KPIs as defined by the organization, continuously monitoring progress and taking corrective actions as needed.
Optimize client interactions and sales strategies by utilizing playbooks and processes, providing valuable feedback and suggestions for process improvements based on real-world client experiences.