Director of Account Management – Client Success

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

📋 Description

• Lead, mentor, develop, and motivate a team of Account Managers tasked with managing and enhancing client relationships.

• Set performance expectations, accountability standards, and professional growth plans.

• Conduct performance assessments, coaching sessions, training programs, and career advancement activities.

• Cultivate a culture focused on client success, collaboration, accountability, and ongoing improvement.

• Assist Account Managers in forming strategic partnerships with clients and identifying opportunities to increase client value.

• Oversee the strategic management of client relationships throughout the organization.

• Establish and nurture executive-level relationships with key clients and stakeholders.

• Act as an escalation point for intricate client issues and ensure timely and effective resolution.

• Lead client business reviews and strategic planning meetings.

• Guarantee a consistent, high-quality client experience across the Account Management team.

• Develop and implement strategies aimed at client retention, engagement, and the success of long-term partnerships.

• Identify opportunities for account growth, additional service utilization, and revenue increase.

• Monitor client health metrics and proactively tackle retention risks.

• Collaborate with Sales and Operations to synchronize service delivery with client expectations and business goals.

• Establish and track KPIs related to retention, account growth, revenue, client satisfaction, and team performance.

• Utilize data and analytics to recognize trends, opportunities, risks, and areas for improvement.

• Provide executive leadership with strategic insights and recommendations.

• Ensure effective utilization of Salesforce and other business tools for forecasting, reporting, account visibility, and client engagement.

• Drive initiatives for process improvement that enhance operational efficiency and the client experience.

• Travel up to 25% to support client relationships, strategic business reviews, team development initiatives, and company objectives.

⛳️ Requirements

• Proven track record in leading and developing Account Managers, Client Success Managers, Relationship Managers, Client Services teams, or similar client-facing roles.

• Demonstrated success in enhancing client retention, relationship growth, customer satisfaction, and overall business performance.

• Experience managing teams responsible for strategic account management and executive-level client relationships.

• Strong grasp of commercial collections, accounts receivable management, client service, and relationship management best practices.

• Experience in developing and implementing strategies that enhance client engagement, retention, and revenue growth.

• Proficient in Salesforce, business reporting, and data-driven decision-making.

• Exceptional leadership, coaching, communication, presentation, negotiation, and relationship-building skills.

• Strong analytical, strategic thinking, and problem-solving abilities.

• Willingness to travel up to 25%.

• Preferred: a minimum of 10 years of progressive leadership experience within the commercial collections, accounts receivable management, financial services, or related B2B services industry.

• Preferred: experience leading Account Management, Client Success, Client Services, or Strategic Account teams within the commercial collections or accounts receivable management sectors.

• Preferred: experience in presenting business reviews and strategic recommendations to executive stakeholders.

• Preferred: a proven history of building high-performing teams while enhancing client retention and revenue growth.

• Must possess at least 5 years of direct leadership experience managing Account Managers, Client Success Managers, Client Services professionals, or Relationship Managers focused on client retention and account growth.

• Must have direct experience within the commercial collections, accounts receivable management (ARM), or commercial debt recovery industry.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health, dental, and vision insurance.

• Retirement plan with company matching contributions.

• Opportunities for professional development and career advancement.

• Flexible work hours and the possibility of remote work.