Director of Account Management

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

📋 Description

• Lead, mentor, and enhance the capabilities of the Account Management team

• Set performance expectations, establish individual and team objectives, and maintain accountability standards

• Supervise the distribution of workloads, account assignments, and overall team performance

• Manage employee performance appraisals, training, professional growth, and initiatives for performance improvement

• Oversee client relationships and implement strategies to enhance engagement, satisfaction, and retention

• Ensure proactive communication with clients, conduct effective account reviews, and resolve client issues in a timely manner

• Act as an escalation point for complex client challenges while maintaining relationships with key accounts

• Monitor client engagement and portfolio activities to proactively mitigate retention risks

• Develop and implement strategies to boost account penetration, service utilization, and revenue growth

• Assist Account Managers in identifying and pursuing opportunities for account expansion

• Collaborate with the Sales team to align account strategies and support business development initiatives

• Establish and track KPIs related to retention, account growth, client satisfaction, and team effectiveness

• Analyze portfolio performance, profitability, and account trends to uncover risks and opportunities

• Ensure precise documentation in Salesforce, accurate reporting, and compliance with account management processes

• Provide executive leadership with insights on performance, strategic recommendations, and opportunities for operational efficiency

• Work closely with Executive Leadership, Operations, and Sales to shape business strategy and advocate for client success

⛳️ Requirements

• At least 10 years of professional experience specifically in the commercial collections sector

• Proven track record in managing client relationships, overseeing account portfolios, and enhancing business performance

• Demonstrated leadership experience in managing and developing client-facing account management teams, preferably within the commercial collections industry, with accountability for measurable performance outcomes

• In-depth knowledge of commercial collections operations, industry best practices, client relationship management, portfolio performance, and operational performance metrics

• Experience in developing and implementing strategic initiatives aimed at improving departmental performance and profitability

• Outstanding leadership, communication, negotiation, analytical, and problem-solving abilities

• Proficiency in CRM systems, performance reporting, and data-driven decision-making

• Willingness to travel up to 25%

🏝️ Benefits

• Comprehensive health benefits package

• Competitive salary with performance-based incentives

• Opportunities for professional development and advancement

• Supportive and collaborative work environment