Director of Account Management
Job Summary
As a key member of the leadership team, the Director of Account Management will be the strategic owner of our client portfolio, driving revenue growth, retention, and world-class client experiences. This leader will architect and execute a scalable account management strategy for a rapidly growing organization, focusing on deepening client partnerships and maximizing lifetime value.
The Director of Account Management will partner closely with Sales, Marketing, and Executive Leadership to align client-facing strategies with business objectives, ensure exceptional service delivery, and lead a high-performing team capable of delivering sustained revenue expansion and operational excellence.
Key Responsibilities
- Develop and execute the overall account management strategy aligned with company growth goals.
- Own and exceed revenue targets for retention, upsell, cross-sell, and client expansion.
- Identify new opportunities to strengthen the client portfolio and guide strategic initiatives that increase lifetime value.
- Inspire, mentor, and manage a high-caliber team of Account Managers.
- Build a high-performance culture with clear expectations, KPIs, and continuous coaching programs.
- Oversee hiring, onboarding, training, and performance management for the account management department.
- Build and nurture deep, trusted relationships with C-level stakeholders at key client accounts.
- Serve as an executive escalation point for complex negotiations and strategic account planning.
- Partner with leadership across Sales, Delivery, and Finance to ensure alignment and seamless execution for clients.
- Implement scalable account management processes, playbooks, and best practices.
- Drive consistent use of CRM and reporting tools for accurate forecasting and insight.
- Oversee client health metrics, proactively manage risk, and champion operational efficiency.
- Provide accurate forecasts and comprehensive business reviews to executive leadership.
- Monitor and report on key performance metrics, client satisfaction (NPS/CSAT), and revenue trends.
- Develop strategic recommendations backed by data and industry insight to inform company strategy.
Qualifications
- Exceptional leadership presence with the ability to influence and engage senior stakeholders.
- Strong business and financial acumen, with a proven ability to translate client strategy into measurable revenue outcomes.
- Track record of delivering complex, enterprise-level client expansion in high-growth environments.
- Proven experience in managing major revenue portfolios and leading complex contract negotiations.
- Expertise in CRM platforms, data analysis, and sales forecasting.
- Skilled in client partner management, strategic planning, and cross-functional leadership.
- Deep understanding of customer success principles, retention strategies, and value-based selling.
- Demonstrated ability to lead, motivate, and develop diverse teams in a fast-paced environment.
- Excellence in delegation, talent development, and building accountable, high-performance cultures.
- Strong interpersonal and conflict resolution skills, with a collaborative and decisive approach.
- Proven ability leading remote global teams
- Bachelor’s degree in Business, Communications, or a related field; Master’s degree is a plus.
- 10+ years of progressive account management and sales leadership experience, including at least 5 years in a Director-level or above role, owning a significant revenue portfolio.
- Experience in outsourcing, BPO, tech, SaaS, or service-based environments.
- Background in scaling teams and building new processes from the ground up.
- Ability to work cross-culturally and manage accounts across global markets.
Why Join Us?
This is a pivotal opportunity to shape the client growth engine of a rapidly expanding organization. You will have the autonomy to build, the resources to execute, and the platform to make a tangible impact on our trajectory. We are looking for a transformational leader who is not just a manager of accounts, but a builder of partnerships and a driver of sustainable revenue.
Ready to lead our client growth strategy?
Apply now by submitting your application through the form below.
(US): +1-888-524-4799
buildyourteam@isupportworldwide.com applynow@isupportworldwide.com
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