Director of Enterprise Account Management

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

📋 Description

• Lead, support, and nurture a team of Enterprise Account Managers, Customer Service Representatives, and Data Analysts.

• Conduct interviews, hire, onboard, train, coach, and mentor team members.

• Facilitate weekly team meetings and hold regular one-on-one coaching sessions.

• Assist in retaining key client relationships while identifying opportunities for expansion and revenue growth.

• Establish long-lasting relationships with decision-makers and stakeholders at enterprise clients.

• Act as a liaison between enterprise clients and franchise teams.

• Address escalated client issues effectively.

• Guide franchise partners and operations teams on service recovery, issue resolution, retention, and account growth.

• Lead and facilitate Quarterly Business Reviews and strategic discussions with clients.

• Ensure accurate documentation of account activity, service plans, and operational plans in the CRM.

• Oversee Master Service Agreement terms, renewals, price adjustments, and contractual obligations.

• Analyze account and departmental performance, detect trends, and refine strategies accordingly.

• Collaborate with Franchise Support, Legal, Operations, and Marketing teams.

• Enhance policies, procedures, workflows, and service delivery practices.

• Travel up to 30% to foster client relationships, support franchise teams, and address business priorities.

• Perform additional duties as required.

⛳️ Requirements

• A bachelor’s degree or equivalent experience in B2B sales, account management, customer success, business development, or a related area.

• Proven experience in leading, coaching, and developing teams that interact with clients.

• Demonstrated success in retaining and expanding complex B2B client relationships.

• Excellent verbal and written communication skills.

• Ability to establish trust, credibility, and rapport with clients, team members, franchise partners, and internal stakeholders.

• Strong judgment and decision-making abilities.

• Capability to remain composed and professional in challenging or escalated situations.

• Enthusiasm for training, mentoring, and aiding others in achieving success.

• Exceptional organizational, follow-through, time-management, and prioritization skills.

• Experience with CRM systems and maintaining precise account activity, client communications, and opportunity records.

• Proficient in Microsoft Office, including Excel, Word, and Outlook.

• A positive, helpful, and service-oriented mindset.

🏝️ Benefits

• Bonus compensation

• Medical insurance

• Dental insurance

• Vision insurance

• Life insurance

• Short-term disability insurance

• Long-term disability insurance

• Paid time off (PTO)

• 401(k)

• Flexible work environment

• Opportunities for ongoing learning and development

• Paid time to engage in charitable activities of choice