VP, Account Management

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

📋 Description

• Establish and oversee Stord's Account Management division from the ground up.

• Recruit and nurture the AM team while determining headcount, vertical organizational structure, territory and account assignments, and onboarding processes.

• Assume formal responsibility for accounts after go-live, ensuring AMs are engaged at the contract signing for a seamless transition.

• Manage the entire renewal portfolio, which includes maintaining forecast accuracy, executing timely renewals, and ensuring gross retention.

• Define and monitor book-of-business health metrics, such as gross retention, NRR, and expansion attach rate, segmented by vertical.

• Oversee expansion revenue across traditional fulfillment and parcel services, focusing on new facilities, channels, and growth in both domestic and international volumes.

• Manage add-on product sales within the Commerce Product Suite, including Engage, Resolve, Protect, Unbox, and Renew.

• Develop expansion playbooks for upselling in traditional fulfillment/parcel and the Commerce Suite initiatives.

• Create Account Management compensation structures that encompass renewals and both types of expansion.

• Collaborate with Customer Experience for smooth handoffs, shared visibility of account health, and coordinated escalation procedures.

• Work closely with Customer Experience, Solutions Consulting, and Marketing teams to enhance retention and foster growth within the installed base.

• Report directly to the Chief Revenue Officer (CRO).

• Prepare the function for the launch scheduled in January 2027.

⛳️ Requirements

• A Bachelor's degree or equivalent experience in business, sales, or a related discipline.

• Over 10 years of experience in Account Management, Customer Success, or a combined renewal/expansion sales role.

• A minimum of 5 years of experience in a leadership position.

• Ideally, experience within a B2B organization that offers a complex, essential solution and has a significant installed base.

• Proven experience in establishing an AM or CSM function from the ground up, which includes hiring, territory/book design, and compensation structure development.

• A strong record of meeting both renewal and expansion quotas.

• Possess a strong executive presence and adeptness in managing C-suite relationships in complex, multi-stakeholder settings.

• Proficient in CRM and renewal forecasting tools, such as Salesforce or comparable systems.

• Understanding of book-of-business health metrics, including gross retention, NRR, and attach rates.

• Experience in integrating software or product sales into a services/logistics framework.

• Familiarity with the supply chain, logistics, or e-commerce sectors.

• Experience working with vertically organized teams.

• Background at an organization managing a large, expansive installed base.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health, dental, and vision insurance.

• Opportunities for professional development and career advancement.

• Flexible working hours and remote work options.

• A collaborative and innovative work environment.