Strategic Account Director – Channel Partner

DMD Systems Recovery LLC•Chicago, IL

3d•$180,000 - $210,000•Hybrid

About The Position

This is not a traditional Account Manager or Customer Success role. We are seeking a highly visible leader who can successfully operate at the intersection of customer success, project governance, commercial management, and account growth. The Strategic Account Director will serve as the quarterback between the Channel Partner, DMD Service Delivery, DMD Sales, Project Management, and our shared customers. They will be responsible for ensuring that customers achieve their desired outcomes, projects are delivered successfully, revenue opportunities are fully captured, account profitability is maintained, and the Channel Partner account base continues to grow. The successful candidate will become the trusted advisor for both Channel Partner and our customers while driving a proactive growth strategy across existing accounts.

Requirements

7+ years of experience in strategic account management, customer success, channel management, managed services, or enterprise services.
Experience managing large enterprise relationships and complex service engagements.
Proven track record of growing existing customer accounts.
Experience working alongside project management and delivery teams.
Excellent communication and presentation skills with a focus on customer service and problem-solving.
Ability to work independently, manage time efficiently, and prioritize tasks in a fast-paced environment.
Proficiency with CRM software and MS Office (MS Excel in particular).

Nice To Haves

Previous Channel Partner experience strongly preferred.

Responsibilities

Build and maintain strategic relationships with Channel Partner stakeholders and enterprise customers.
Ensure customers achieve their intended outcomes from DMD's services.
Serve as the executive escalation point for customer concerns.
Ensure customers receive a consistent, high-quality experience throughout their lifecycle.
Conduct regular account health reviews and executive business reviews.
Identify risks early and drive corrective action before they impact customer satisfaction.
Create referenceable customers and long-term advocates for DMD.
Partner closely with Channel Partner and DMD service delivery teams.
Ensure projects remain aligned to agreed customer expectations, timelines, and scope.
Hold both internal and external stakeholders accountable for commitments and deliverables.
Ensure smooth transitions from onboarding through ongoing operational delivery.
Own the commercial health of assigned accounts.
Monitor account profitability and gross margin performance.
Ensure all services, work orders, projects, and change requests are identified, documented, and billed appropriately.
Eliminate revenue leakage and improve commercial discipline.
Identify opportunities to increase service adoption and wallet share.
Maintain visibility into account performance, growth trends, and financial results.
Develop and execute account growth plans across Channel Partner-managed customers.
Expand customer adoption of ITAD Services, Redeployment Solutions, Depot Services, Imaging & Configuration Services, Lifecycle Management, Data Centre Decommissioning Services.
Lead Quarterly Business Reviews (QBRs) and expand wallet share across the Channel Partner customer base.
Identify expansion opportunities and coordinate pursuit strategies with Channel Partner and DMD sales teams.
Build executive sponsorship and drive long-term program adoption.
Consistently increase revenue, profitability, and customer engagement across the Channel Partner portfolio.