Director of Account Management

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

📋 Description

• In the capacity of Director of Account Management, you will oversee the retention, growth, and overall satisfaction of Trustwell's customer portfolio, which spans SMB, Mid-Market, and Enterprise Accounts.

• This position leads both the Account Management team, tasked with renewals and expansion opportunities, and the Key Account Management team, which focuses on fostering executive-level relationships and implementing renewal, upsell, and cross-sell strategies for Trustwell's most strategic clients.

• You will be instrumental in forming robust client partnerships, maximizing customer value, and driving revenue growth through effective customer retention and expansion initiatives.

• Guide, coach, and mentor the account management team to consistently meet renewal and growth objectives while nurturing a culture that prioritizes customer retention and expansion.

• Take ownership of renewal, retention, upsell, and cross-sell performance across the account portfolio, with accountability for meeting revenue retention and expansion goals.

• Conduct regular portfolio assessments with Account Managers and Key Account Managers to evaluate renewal risks, validate forecasts, identify expansion prospects, and ensure effective execution.

• Collaborate with cross-functional teams, including sales, product development, and customer support, to maintain a cohesive approach to customer success.

• Promote operational excellence within the account management organization through the consistent application of CRM, customer success platforms, account planning processes, and performance reporting.

⛳️ Requirements

• Demonstrated experience in account management or a related role, ideally within the food safety or comparable industry.

• Strong leadership capabilities with a proven history of developing and managing high-performing teams.

• Excellent communication and interpersonal abilities to effectively engage with clients and internal stakeholders.

• Analytical mindset with the capacity to interpret customer data and trends.

• Strategic thinker with the aptitude to develop and implement effective account management strategies.

• Solid understanding of SaaS customer lifecycle management and revenue metrics (e.g., NRR, CAC, LTV).

• Proven success in managing complex customer relationships and driving revenue growth in a dynamic SaaS environment.

• Experience with CRM, customer success platforms, and data tools for account management and revenue forecasting.

• Exceptional organizational skills and attention to detail, capable of managing a complex portfolio of renewals, expansion opportunities, and customer risks.

• Established ability to manage revenue forecasts and deliver consistent retention and expansion results through disciplined portfolio management.

🏝️ Benefits

• Comprehensive healthcare benefits, including medical, dental, and vision coverage.

• Additional benefits such as STD, LTD, HSA, 401k, and more.

• Responsible Time Off (PTO) along with Holiday Pay.

• Competitive salary with bonus opportunities!

• A vibrant culture, opportunities for growth, and much more...