Director, Account & Relationship Management

Wolters Kluwer•USA-NJ-Remote, NJ

2d•$137,900 - $246,350•Remote

About The Position

The Director, Account & Relationship Management is responsible for leading Wolters Kluwer ELM Solutions' global Account Management organization and driving the commercial success of the company's enterprise customer portfolio. This is a quota-carrying leadership role with accountability for customer retention, expansion revenue, and long-term account growth across a global installed base of strategic enterprise customers. Reporting to the Vice President, Global Sales, the Director leads a team of Account Managers responsible for managing complex, multi-product customer relationships with many of the world's largest corporate legal departments. The Director develops and executes commercial strategies that strengthen executive relationships, modernize legacy commercial agreements, accelerate product adoption, and create long-term customer value. This leader combines strategic thinking with disciplined execution, partnering across the business to deliver exceptional customer outcomes while maximizing recurring revenue and customer lifetime value.

Requirements

Bachelor's degree required; MBA preferred.
10+ years of enterprise software, SaaS, or technology services experience.
5+ years leading Account Management, Strategic Account Management, Enterprise Sales, or Customer Growth organizations.
Demonstrated success carrying and achieving significant recurring revenue, renewal, and expansion quotas.
Extensive experience negotiating complex enterprise software and services agreements.
Experience managing Fortune 500 and multinational customer relationships.
Strong financial and commercial acumen.
Experience leading organizational transformation.
Executive presence with the ability to influence C-level stakeholders.
Strategic thinking combined with disciplined execution.
Exceptional commercial negotiation skills.
Strong business and financial acumen.
Ability to navigate complex global organizations.
Data-driven decision making.
Outstanding communication and relationship-building skills.
Proven ability to lead through change.

Nice To Haves

MBA preferred.

Responsibilities

Lead the global Account Management organization responsible for protecting and growing recurring revenue across the installed customer base.
Carry and achieve annual renewal and expansion quotas.
Establish annual and quarterly business plans that deliver Gross Revenue Retention (GRR), Net Revenue Retention (NRR), and Expansion ARR objectives.
Develop accurate forecasts and maintain disciplined pipeline management for all renewal and expansion opportunities.
Create a high-performance culture focused on accountability, execution, and measurable business outcomes.
Develop comprehensive account strategies for the company's largest and most strategic global customers.
Build trusted executive relationships with General Counsel, Chief Legal Officers, Legal Operations leaders, Procurement, Finance, IT, and executive sponsors.
Lead Executive Business Reviews that demonstrate measurable business value and align customer priorities with WK ELM's strategic roadmap.
Identify opportunities for cross-sell, upsell, geographic expansion, business unit expansion, and adoption of additional products and AI capabilities.
Act as executive sponsor for strategic customer relationships and lead executive engagement plans for key accounts.
Lead the modernization of legacy commercial agreements to better align with current products, pricing strategies, and customer business needs.
Simplify complex contractual structures while protecting commercial value and enabling future growth.
Partner with Legal and Finance to negotiate sophisticated enterprise agreements, renewals, amendments, and commercial restructures.
Develop innovative commercial strategies that improve profitability while creating long-term customer partnerships.
Identify contractual risks, renewal challenges, and commercial opportunities well in advance of renewal cycles.
Own strategic renewal planning across the global customer portfolio.
Develop proactive customer engagement strategies that increase retention and reduce commercial risk.
Drive adoption of new solutions, AI capabilities, and platform functionality to increase customer value realization.
Build multi-year account growth plans that expand customer investment and strengthen strategic partnerships.
Partner with Customer Success Management to improve customer health, adoption, value realization, renewal readiness, and executive engagement.
Partner with Customer Support Leadership to resolve escalated customer issues and improve the customer experience.
Partner with Product Management Leadership to influence roadmap priorities and accelerate adoption of new capabilities.
Partner with Engineering Leadership to prioritize strategic customer issues and support technical modernization initiatives.
Partner with Professional Services Leadership to ensure successful implementations and identify expansion opportunities.
Partner with Legal and Finance to negotiate commercial agreements, modernize contracts, and improve profitability.
Partner with Revenue Operations to improve forecasting, reporting, account planning, and commercial analytics.
Partner with Marketing to support customer engagement, advocacy, and expansion campaigns.
Partner with New Logo Sales Leadership to ensure seamless coordination between new customer acquisition and existing customer expansion.
Influence across organizational boundaries and drive coordinated execution.
Recruit, coach, mentor, and develop a high-performing Account Management team.
Establish consistent operating rhythms, account planning disciplines, and performance expectations.
Foster a culture of accountability, collaboration, customer focus, and continuous improvement.
Coach Account Managers in executive engagement, strategic selling, commercial negotiations, and business planning.
Develop succession plans and organizational capability.