Director, Account Management

US Green Building Council • Remote, US,

5h • $135,000 - $150,000 • Remote

About The Position

The Director of Account Management is a hands-on commercial leader and people manager who will build and lead USGBC/GBCI’s account management capability, directly supervising the Customer Account Management and Channel Partner Account Management teams. The role drives revenue growth within existing customer, member, and partner portfolios by expanding adoption of the USGBC/GBCI portfolio while protecting retention, renewals, and partner contribution.

This global leadership position is responsible for account management strategy, team performance, customer retention, revenue expansion, and channel partner engagement across the regions where USGBC/GBCI operates. The Director establishes account and partner planning standards, coaches account teams, and develops repeatable practices that turn customer and partner relationships into expanded adoption beyond individual projects or certification transactions. The position is remote in the United States and collaborates with colleagues and stakeholders across countries, regions, and time zones.

The Director reports to the Global Head of Market Development and partners closely with Regional Directors and Market Leads, the Director of Sales Operations, Client Solutions and Customer Service, and Product, Marketing, and Finance teams. The role includes direct people leadership and performance management, accountability for team targets and commercial outcomes, executive sponsorship of significant relationships, and oversight of account and partner coverage, forecasting, reporting, commercial governance, and escalations. Candidates advancing in the interview process will be required to complete an assessment.

Requirements

• At least 10 years of progressively responsible experience in B2B account management, customer success, channel or alliance management, or consultative sales.
• At least five years of direct responsibility for account growth, retention, or partner revenue.
• At least three years of direct people-management experience leading account or partner teams.
• Demonstrated track record of leading teams that meet or exceed account growth, expansion revenue, retention, and renewal targets across complex, enterprise, or multi-site customer portfolios.
• Experience in a multi-region, multi-product, or membership-based organization with both direct and partner-led business models.
• Background working with building owners and operators, commercial real estate, sustainability consultants, design firms, certification ecosystems, or other complex professional-service portfolios.
• Expertise in consultative, value-based selling to existing customers, including whitespace analysis, multi-product solutions, and developing business cases for expanded adoption.
• Experience building, scaling, or materially improving an account management or partner program, including account planning standards, review practices, and engagement rules.
• Practical experience in executive relationship management, account planning, opportunity qualification, forecasting, and negotiation within delegated authority.
• Understanding of partner-led business models, joint business planning, channel conflict resolution, and credible attribution of partner contribution.
• Demonstrated experience leading or coordinating account management activities across multiple regions, geographic markets, or international customer portfolios.
• Experience leading geographically distributed teams and collaborating with cross-functional stakeholders across time zones and cultural environments.
• Experience building or transforming account management functions, including defining team structures, performance expectations, account segmentation, and commercial governance.
• Bachelor’s degree in business administration, marketing, international business, finance, communications, or a related field.
• Proficiency with Salesforce or a comparable CRM platform, including using data to manage portfolios, forecast revenue, and drive team performance.
• Advanced proficiency with CRM account and opportunity management, sales forecasting, pipeline reporting, and customer portfolio analytics.
• Proficiency with Microsoft 365 applications, including Excel, PowerPoint, Word, Outlook, Teams, and SharePoint, or comparable productivity and collaboration platforms.
• Experience using sales reporting and business intelligence tools such as Microsoft Power BI, Tableau, or comparable platforms to evaluate retention, revenue expansion, and account performance.
• Experience using customer account planning, partner relationship management, or customer success platforms to support account health monitoring and commercial execution.
• Ability to use digital collaboration and virtual meeting tools to lead global teams and engage international customers and partners.
• Strong coaching, change leadership, cross-functional influence, prioritization, and executive communication skills.
• Ability to establish operational standards while managing active customer and partner portfolios.
• Strong consultative selling, negotiation, and executive relationship management skills.
• Excellent written and verbal communication skills, including presenting to senior leaders and external stakeholders.
• Strong analytical, financial, and commercial decision-making skills, including the ability to evaluate retention, renewal performance, expansion revenue, customer lifetime value, and partner contribution.
• Ability to manage competing priorities, complex customer relationships, and commercial escalations.
• Strong organizational skills and attention to detail, with the ability to maintain accountability for team performance.
• Ability to lead, coach, and develop geographically distributed account management teams while establishing consistent performance expectations.
• Ability to balance global account management standards with regional commercial needs and customer expectations.
• Ability to collaborate effectively with global market development leadership, regional directors, market leads, and cross-functional partners.
• Commitment to the USGBC and GBCI missions.

Nice To Haves

• Master’s degree in business administration (MBA), international business, or a related discipline.
• Strategic account management training or certification, such as SAMA, IMPACT Selling, or comparable commercial training.
• Working knowledge of LEED and the green building marketplace; preference for candidates holding a current LEED credential.
• LEED Green Associate or LEED AP credential.
• Relevant professional certifications in customer success, channel partner management, or sales leadership.

Responsibilities

• Establish the charter, role expectations, operating priorities, and service commitments for Customer Account Management and Channel Partner Account Management; coach and assess staff, manage portfolio workload, and develop repeatable practices.
• Provide direct people leadership, performance management, and professional development for account management team members supporting global regions.
• Own team targets for expansion revenue, customer retention, renewals, and partner contribution; allocate approved targets, monitor account health and churn risk, and hold the team accountable for pipeline, conversion, and revenue outcomes.
• Lead identification and qualification of upsell and cross-sell opportunities across memberships, project registrations and certifications, credentials, education, performance verification, and portfolio-wide programs; conduct regular pipeline reviews and coordinate cross-regional growth opportunities.
• Define account tiering, account plans, whitespace and cross-sell analysis, stakeholder maps, partner joint business plans, and account and partner review cadences.
• Lead account and partner reviews assessing relationship depth, coverage, risk, untapped product opportunities, and growth priorities, applying consistent global standards with appropriate regional flexibility.
• Serve as executive sponsor for significant customer and partner relationships; engage senior executives and procurement stakeholders and support negotiation and closing of significant multi-product and portfolio-wide agreements.
• Coordinate strategic global and multinational accounts, multi-property and cross-region account strategies, commercial engagement, and clear account ownership.
• Partner with Regional Directors and Market Leads to set acquisition-to-account-management handoff criteria, identify one commercial owner per opportunity, coordinate joint pursuits, and establish global handoff and escalation practices.
• Set channel partner segmentation, recruitment priorities, activation standards, and engagement rules; ensure partner-sourced and partner-influenced business is recorded and credited under approved attribution rules.
• Oversee channel partner account management across regions, supporting shared-account growth and consistent partner engagement, commercial accountability, and coordination with regional market development leadership.
• Work with Client Solutions and Customer Service to maintain visibility into onboarding, agreed customer outcomes, and service escalations.
• Provide Product and Marketing with structured customer and partner insights about unmet needs, adoption barriers, and growth opportunities, using feedback to inform strategy and continuous improvement.
• Forecast expansion and retention revenue within the approved Sales Operations process; maintain accurate Salesforce account, partner, and opportunity records and report portfolio performance to leadership.
• Partner with Sales Operations on CRM governance, reporting standards, commercial attribution, and forecasting processes while retaining direct accountability for account management team performance and results.
• Assign accounts and partners within approved coverage rules, establish planning standards, approve team plans, and make commercial decisions within delegated authority.
• Recommend team targets, segmentation, staffing, incentive design, bundled offers, and partner program changes; escalate disputed ownership, attribution issues, material account risks, channel conflicts, and contract, pricing, or service exceptions to appropriate approvers.
• Ensure consistent global commercial governance while respecting approved regional requirements, decision-making authority, and organizational policies.

Benefits

• 401(k) with employer matching.
• Professional development reimbursement.
• Healthcare plan through Cigna covering medical, dental, vision, and prescription drugs; USGBC covers 100% of premiums and provides an HRA to help with in-network medical deductible costs.
• 12 paid holidays, 9 paid personal sick days, and 2 to 3 weeks of PTO depending on career level; operations close for a full week between Christmas and New Year’s.
• Six weeks of paid renewal leave after 7 years of continuous service.
• Competitive compensation.

What This Job Offers

• Job Type: Full-time
• Career Level: Director