Director of Account Management

The Goodkind Co•Round Rock, TX

About The Position

Goodkind Co. is looking for a Director of Account Management to lead our Project Management team and own the strategic client relationships driving our revenue and growth. This is an operational leadership role responsible for ensuring our most important client relationships are healthy, well-managed, and contributing to our long-term growth. You will lead a team of Project Managers who serve as the day-to-day bridge between our clients and Goodkind's internal teams, while personally owning executive relationships and business outcomes across a portfolio of key accounts. You will bring together account leadership, project execution, and manufacturing expertise to ensure Goodkind delivers an exceptional client experience while protecting operational performance and business objectives. You will understand what our clients need, translate those needs into clear internal priorities, and hold the organization accountable for delivering against our commitments. As a leader, you will serve as a trusted partner to Goodkind's executive team and a strategic advisor to our clients. You will help shape account strategy, identify opportunities to deepen existing partnerships, anticipate risks to revenue, and ensure our teams are operating with the urgency, clarity, and accountability required to support a growing business.

Requirements

5+ years of experience in account management, client services, project management, operations, or a related function, with significant experience leading client relationships
3+ years of experience directly managing and developing teams
Demonstrated experience managing strategic, complex, or high-value client accounts
Proven ability to build trusted relationships with senior and executive-level stakeholders
Strong business acumen and the ability to understand the relationship between client needs, operational execution, profitability, and revenue
Experience working within a contract manufacturing environment such as cosmetics, personal care, food/beverage, pharma, or another consumer product manufacturing environment is strongly preferred
Alternatively, extensive experience managing manufacturing partners from the brand side
Strong understanding of how consumer products move from development through commercialization, manufacturing, and delivery
Familiarity with the operational realities of forecasting, procurement, quality, production, capacity, and supply chain
Exceptional written and verbal communication skills
Highly organized, proactive, and comfortable operating in a fast-moving environment
Ability to simplify complex information and communicate clearly with both executives and cross-functional teams
Confident navigating difficult conversations and high-pressure situations
Strong judgment and the ability to balance competing priorities, client needs, and business objectives
Bachelor's degree required

Nice To Haves

MBA, PMP, or other relevant certification is a plus, but not required for candidates with strong relevant experience

Responsibilities

Own the overall relationship strategy, health, and retention of Goodkind's key accounts
Serve as the senior relationship owner for strategic clients, building trusted partnerships with client leadership and executive stakeholders
Develop a deep understanding of each account's business, product portfolio, growth plans, operational needs, and commercial priorities
Identify opportunities to strengthen relationships, expand partnerships, and support long-term revenue growth
Lead regular business reviews and strategic client conversations, ensuring Goodkind is proactively communicating performance, opportunities, risks, and priorities
Understand client forecasts, product pipelines, and business plans and translate them into actionable internal priorities
Partner closely with Sales and Executive Leadership on account strategy, pricing conversations, and commercial negotiations
Monitor account health and revenue risk, proactively addressing relationship, service, operational, or commercial issues before they become retention risks
Lead, mentor, and develop a team of Project Managers responsible for the day-to-day management of client relationships and projects
Establish clear expectations for client service, communication, ownership, follow-through, and cross-functional leadership
Coach team members on how to manage complex client relationships, navigate difficult conversations, and proactively solve problems
Evaluate team capacity and account assignments to ensure the right level of support is aligned with account complexity and revenue value
Build a culture of accountability in which team members own outcomes rather than simply coordinating tasks
Develop the team's ability to anticipate client needs, identify risks, and independently drive resolution
Partner with leadership on team structure, hiring, performance management, and organizational development
Serve as the bridge between client expectations and Goodkind's operational capabilities
Partner closely with Planning, Procurement, Quality, Production, Process Engineering, R&D, and Warehouse leadership to ensure client commitments are achievable and clearly understood
Identify systemic issues that create friction for clients or internal teams and lead cross-functional efforts to resolve them
Establish appropriate escalation paths and ensure issues are resolved at the right level of the organization
Serve as an escalation point for high-impact client issues involving service, quality, manufacturing, supply, timelines, or commercial commitments
Evaluate client requests and priorities through a risk management decision process to ensure they are achievable and aligned with Goodkind’s operational capabilities, goals and long-term business objectives
Lead difficult client conversations with a calm, fact-based, and solutions-oriented approach
Translate complex internal issues into clear executive-level communication for clients and Goodkind leadership
Ensure lessons from significant client issues are translated into corrective actions and sustainable process improvements
Own the overall health of the account portfolio, including revenue, retention, client satisfaction, and growth opportunities
Partner with Finance and Sales to understand account profitability, revenue performance, forecasts, and commercial trends
Identify opportunities to increase share of wallet through new products, additional SKUs, expanded manufacturing programs, and deeper strategic partnerships
Maintain visibility into account forecasts and anticipated changes in demand, helping Goodkind proactively plan resources and capacity
Provide leadership with regular visibility into account health, revenue risk, growth opportunities, and major client concerns
Contribute to annual planning and strategic decisions related to customer mix, account concentration, and revenue diversification