Director, Account Management

This is a fully remote position, open to applicants in United States.

📋 Description

• Develop and oversee the account management capabilities of USGBC/GBCI.

• Directly manage the Customer Account Management and Channel Partner Account Management teams.

• Propel revenue growth within the existing customer, member, and partner base.

• Enhance customer adoption of the USGBC/GBCI portfolio while ensuring retention, renewals, and partner contributions.

• Set standards for account and partner planning.

• Mentor and evaluate account teams, managing portfolio workloads effectively.

• Provide leadership, performance management, and professional development to team members.

• Own targets for expansion revenue, customer retention, renewals, and partner contributions.

• Monitor account health, churn risk, expansion potential, pipeline, conversion, and revenue results.

• Identify opportunities for upselling and cross-selling across memberships, registrations, certifications, credentials, education, performance verification, and broad portfolio programs.

• Conduct regular pipeline assessments while supporting growth opportunities across regions.

• Establish criteria for account tiering, account plans, whitespace analysis, stakeholder maps, partner joint business plans, and review schedules.

• Act as the executive sponsor for major customer and partner relationships.

• Engage senior executives and procurement stakeholders, aiding in the negotiation of significant contracts.

• Supervise strategic global and multinational accounts.

• Define commercial handoff and escalation procedures across teams.

• Set segmentation for channel partners, recruitment priorities, activation standards, and engagement guidelines.

• Manage channel partner account management activities across all regions.

• Maintain oversight of customer onboarding, outcomes, and service escalations.

• Provide insights from customers and partners to the Product and Marketing teams.

• Forecast revenue from expansions and retention efforts.

• Ensure the accuracy and timeliness of Salesforce account, partner, and opportunity records.

• Report on portfolio performance to the Global Head of Market Development and organizational leadership.

• Collaborate with Sales Operations on CRM governance, reporting, attribution, and revenue forecasting.

• Manage team performance, account and partner assignments, team planning, commercial decisions, and escalations.

• Recommend targets, segmentation, staffing, incentive structures, bundled offers, and adjustments to partner programs.

• Work in partnership with Regional Directors, Market Leads, Sales Operations, Client Solutions, Customer Service, Product, Marketing, and Finance teams.

• Provide global leadership across various regions, countries, and time zones.

⛳️ Requirements

• A minimum of 10 years of progressively responsible experience in B2B account management, customer success, channel or alliance management, or consultative sales.

• At least 5 years of direct accountability for account growth, retention, or partner revenue.

• A minimum of 3 years of direct people-management experience leading account or partner teams.

• Proven track record of leading teams that meet or exceed targets in account growth, expansion revenue, retention, and renewals across complex, enterprise, or multi-site customer portfolios.

• Experience in a multi-region, multi-product, or membership-based organization with direct and partner-led business models.

• Background working with building owners and operators, commercial real estate, sustainability consultants, design firms, certification ecosystems, or complex professional-service portfolios.

• Expertise in consultative, value-based selling to existing customers, including whitespace analysis, multi-product solutions, and business cases for increased adoption.

• Experience in building, scaling, or significantly improving an account management or partner program.

• Proficiency in executive relationship management, account planning, opportunity qualification, forecasting, and negotiation within delegated authority.

• Understanding of partner-led business models, joint business planning, channel conflict resolution, and partner contribution attribution.

• Experience leading or coordinating account management activities across various regions or international customer portfolios.

• Proven experience leading geographically distributed teams and collaborating across time zones and cultural contexts.

• Experience in building or transforming account management functions, including team structures, performance expectations, account segmentation, and commercial governance.

• A Bachelor's degree in business administration, marketing, international business, finance, communications, or a related field is required.

• Proficiency with Salesforce or a similar CRM platform.

• Advanced skills in CRM account and opportunity management, sales forecasting, pipeline reporting, and customer portfolio analytics.

• Proficient in Microsoft 365 applications, including Excel, PowerPoint, Word, Outlook, Teams, and SharePoint, or comparable platforms.

• Experience with sales reporting and business intelligence tools such as Microsoft Power BI, Tableau, or similar platforms.

• Familiarity with customer account planning, partner relationship management, or customer success platforms.

• Ability to utilize digital collaboration and virtual meeting tools to lead global teams and engage with international customers and partners.

• Strong coaching, change leadership, cross-functional influence, prioritization, and executive communication abilities.

• Strong consultative selling, negotiation, and executive relationship management skills.

• Excellent written and verbal communication abilities.

• Strong analytical, financial, and commercial decision-making capabilities.

• Ability to manage competing priorities, complex customer relationships, and commercial escalations.

• Strong organizational skills and attention to detail.

• Ability to lead, coach, and develop geographically distributed account management teams.

• Ability to balance global account management standards with regional commercial needs.

• Strong financial and commercial acumen.

• Ability to collaborate effectively with global and cross-functional stakeholders.

• Commitment to the missions of USGBC and GBCI.

• Strategic account management training or certification, such as SAMA or IMPACT Selling, is preferred.

• Working knowledge of LEED and the green building marketplace is preferred.

• Current LEED credential is preferred.

• LEED Green Associate or LEED AP credential is preferred but not mandatory.

• Relevant professional certifications in customer success, channel partner management, or sales leadership are advantageous.

• Candidates progressing through the interview process must complete an assessment.

• Availability to work Monday to Friday, 9:00 AM to 5:30 PM in the candidate's time zone.

• Flexibility to collaborate across international time zones.

🏝️ Benefits

• Competitive compensation package.

• 401(k) plan with employer matching contributions.

• Reimbursement for professional development expenses.

• Healthcare coverage through Cigna, including medical, dental, vision, and prescription medications.

• USGBC covers 100% of healthcare premiums.

• Health Reimbursement Arrangement (HRA) to assist employees and dependents with in-network medical deductibles.

• $300 individual / $600 family upfront medical deductible before employer-funded HRA payments for in-network claims.

• 12 paid holidays each year.

• 9 paid personal sick days.

• 2 to 3 weeks of paid time off (PTO) based on career level.

• Operations are closed for a full week between Christmas and New Year’s.

• 6 weeks of paid renewal leave after 7 years of continuous service.

• Options for remote work within the U.S.

• Flexible collaboration opportunities across international time zones.

• Opportunities for domestic or international travel for team meetings, customer and partner engagements, and organizational events.

• A purpose-driven and inclusive corporate culture.

• Opportunities for career growth and ownership of impactful work.

• Chance to contribute to global sustainability initiatives.