Director of Account Management

Position Overview

The Director, Account Management is responsible for the customer engagement and operational performance for multiple accounts. Develop and participate in relationship management, being the driver of continuous improvement and other ongoing initiatives with their assigned accounts. Identify and pursue continuous improvement opportunities by working with the CI team. Set priorities and drive action items for account development initiatives. Surface, monitor, communicate, and resolve issues, both internally and with the customer.

Key Responsibilities

• Deliver best-in-class service to exceed customer expectations.
• Seek new business opportunities to grow the portfolio both organically on existing accounts and with new customers.
• Multi Modal Expertise.
• Direct and manage customer relationships in accordance with overall account plan.
• Drive Quarterly Business Reviews (QBR) agendas and develop supporting data, reports, etc.
• Organize and schedule QBRs consistent with overall account plan.
• Raise any concerns or issues related to resources, financial performance, service levels, etc., with account owner / sales and senior management, providing recommended solutions for resolution.
• Financial Success – responsible for maintaining proper margins on all accounts handled by respective operational teams.
• Work with sales staff to identify, qualify, and progress potential new business opportunities.
• Support pre-sales activities including demos, opportunity assessments, and discussions with the client's management team (from field managers to senior executives).
• Oversee planning and execution of projects for customer start-ups, additions, and change programs.
• Scope, budget, timing.
• Resource planning.
• Contract adherence.
• Report development.
• Ensures that appropriate project management methods and reporting tools are used, and lessons learned are captured and recorded to aid account relationship development.
• Liaison with balance of account team, i.e., Sales and Customer Success, and work together on new products / services, software enhancements, National contracts, and business strategies.
• Utilize various software packages including Microsoft Access, Excel, Project, PowerPoint, and Microsoft Dynamics.
• Develop and implement strategic plans and operational goals to meet business / customer needs.
• Identify and select resources required to implement goals (people, equipment, etc.).
• Provide leadership, direction, and guidance to staff; establish performance goals / expectations and accountabilities for self and staff members.

Qualifications & Experience