Job Title: Director, Account Management
Department: Sales
Reports to: Senior Vice President, Corporate Strategy
Summary of Position
The Director, Account Management is responsible for managing existing clients to ensure service level performance and client expectation is met. By analyzing and evaluating daily performance, the Director, Account Management will have direct oversight of all facets of the client, and be able to report high level overviews to upper management. The role involves examining various aspects of the business, creating workflows, monitoring service levels and escalations, leading client facing conference calls, onboarding new clients, and providing insights and recommendations for improvement. The Director, Account Management will utilize their analytical skills, business acumen, and problem-solving abilities to monitor client performance, assess opportunities for improvement, and recommend strategies that align with the organization's goals.
Responsibilities
- Client facing experience – must be able to engage, lead and drive client conversation
- KPI governance
- Cross functional communication leader across multiple business channels
- Lead enterprise wide initiatives, creating synergies between channels
- Assist with high severity requests or issue escalations as needed
- Works with Executive Management to address client requests
- Establishes and submits to Executive Management status reports on all applicable clients
- Coordinate all client conference calls
- Operate as the lead point of contact for any and all strategic matters specific to our clients
- Build and maintain strong, long-lasting client relationships
- Develop a trusted advisor relationship with key accounts, customer stakeholders and executive sponsors
- Ensure the timely and successful delivery of our solutions according to customer needs and objectives
- Communicate clearly the progress of monthly/quarterly initiatives to internal and external stakeholders
- Identify and grow opportunities within existing customers and collaborate with sales teams to ensure growth attainment
- Establishes productive, professional relationships with key personnel in assigned customer accounts.
- Coordinates the involvement of company personnel, including support, service, and management resources, in order to meet account performance objectives and customers’ expectations.
- Meets assigned targets for all assigned tasks and strategic objectives in assigned accounts
- Proactively assesses, clarifies, and validates customer needs on an ongoing basis
- Leads solution development efforts that best address customer needs, while coordinating the involvement of all necessary company personnel
- Maintain SalesForce Updates
- Travel is required, but minimal
Requirements
- Excellent analytical and presentation skills
- 3+ years of direct client engagement experience, preferably in a leadership role
- Excellent written and verbal communication skills
- Solid organizational skills including attention to detail and multi-tasking skills
- Strong working knowledge of Microsoft Office suite of products
