Director of Account Management
About The Position
The Director of Account Management is a senior leadership role responsible for the strategic oversight, performance, and development of the company’s account management function. This position ensures the cultivation of strong, trust-based client relationships while driving retention, expansion, and long-term account growth. The Director provides leadership that results in measurable improvements in client satisfaction, contract stability, revenue expansion within existing accounts, and disciplined account governance. This role serves as the executive escalation point for key accounts and aligns account strategy with company financial and operational objectives.
Requirements
- 8+ years of progressive experience in Account Management, Client Services, or Strategic Accounts.
- 3+ years in a senior leadership capacity.
- Demonstrated success growing revenue within existing accounts.
- Strong executive presence and negotiation capability.
- Financial acumen with ability to interpret margin, forecasting, and revenue metrics.
- Experience operating within service-based or multi-location client environments preferred.
Nice To Haves
- 5+ years of fire protection experience is preferred.
Responsibilities
- Client Relationship Leadership Establish and lead a high-performance Account Management team focused on proactive engagement and strategic partnership.
- Develop executive-level relationships across the client portfolio.
- Implement structured account planning processes for top-tier accounts.
- Serve as senior escalation authority for high-risk or high-visibility client matters.
- Improve overall client retention, renewal rates, and satisfaction metrics.
- Strategic Account Growth Drive revenue expansion within existing accounts through disciplined cross-selling and upselling initiatives.
- Lead development of account growth plans aligned to client operational priorities.
- Partner with Sales and Business Development to identify expansion opportunities.
- Monitor account profitability and implement corrective strategies where necessary.
- Establish and track KPIs related to growth, retention, margin, and client health.
- Operational Alignment & Governance Ensure account managers are aligned with operations, billing, and service delivery teams.
- Implement standardized account review cadence (QBRs, executive reviews, performance scorecards).
- Improve visibility into account risks, contract compliance, and renewal pipelines.
- Drive internal accountability to meet contractual service obligations and client expectations.
- Team Development & Leadership Recruit, coach, and develop Account Managers to operate at a strategic level.
- Establish clear performance expectations and measurable success criteria.
- Build a culture of ownership, client advocacy, and disciplined follow-through.
- Provide mentorship to high-potential team members.
- Financial & Performance Accountability Own revenue retention and expansion targets within the existing portfolio.
- Forecast account performance and growth accurately.
- Monitor margin integrity and contractual compliance.
- Report portfolio performance to executive leadership with clarity and precision.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
