Account Management Director job description
An Account Management Director is a leadership role responsible for overseeing and maximizing customer retention, growth, and revenue in a company’s Account Management department.
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What is an Account Management Director?
An Account Management Director is a leadership position that involves spearheading the Account Management team’s efforts to maximize customer retention, revenue growth, and overall account health. They are responsible for developing strategies to ensure customer satisfaction and expansion, fostering a positive corporate culture, and driving continuous improvement in customer engagement.
What does an Account Management Director do?
An Account Management Director leads and mentors the Account Management team to achieve expansion and retention targets. They develop proactive customer retention and expansion strategies, analyze customer experience metrics, and collaborate with cross-functional teams to drive business growth and success.
Account Management Director responsibilities include:
- Leading the Account Management team with a focus on customer success and growth
- Developing and implementing customer retention and expansion strategies
- Identifying key customer experience indicators and trends
- Driving continuous improvement in customer engagement and lifecycle
Job brief
We are seeking an experienced Account Management Director to lead and optimize our Account Management team.
This leadership role will focus on driving customer success and revenue growth, ensuring long-term customer retention, and enhancing overall account health. The ideal candidate will possess a track record of exceeding expansion and retention targets within a fast-paced startup or SaaS company.
As the Account Management Director, you will develop and implement strategies, foster a culture of continuous improvement, and collaborate cross-functionally to enhance customer engagement and satisfaction.
Responsibilities
- Lead the Account Management team with a customer-centric approach, prioritizing customer success and growth
- Develop and execute proactive customer retention and expansion strategies
- Analyze customer experience and health metrics, identifying key indicators and trends
- Educate and influence peers and the team on marketplace dynamics and successful strategies
- Contribute to the development of new product and service offerings based on customer needs
- Maximize the effectiveness of Account Management tools and resources
- Act as an escalation point for complex negotiations, optimizing deal structures
- Promote a positive, diverse, and inclusive corporate culture aligned with company values
Requirements and skills
- 7+ years of Customer Success/Account Management Leadership experience in a fast-paced startup or SaaS company
- Proven success in exceeding expansion and retention targets
- Strong leadership capability in building and managing high-performing teams
- Experience with negotiating diverse customer accounts, from SMB to enterprise
- Ability to develop strategic plans and optimize processes for long-term scalability
- Empathy for customers combined with a passion for revenue growth
- Excellent collaboration skills with cross-functional teams
- Highly organized with strong written and verbal communication abilities
- Detail-oriented, adaptable, and able to prioritize in a dynamic environment
Frequently asked questions
- What does an Account Management Director do?
- An Account Management Director leads the team responsible for ensuring customer success, retention, and revenue growth in a company's Account Management department.
- What are the duties and responsibilities of an Account Management Director?
- An Account Management Director oversees the Account Management team, develops customer retention and expansion strategies, analyzes customer experience metrics, and fosters a positive corporate culture.
- What makes a good Account Management Director?
- A good Account Management Director possesses strong leadership, customer-centricity, strategic planning, and collaboration skills, along with a track record of exceeding expansion and retention targets.
- Who does an Account Management Director work with?
- An Account Management Director collaborates with cross-functional teams, including Customer Success, Sales, Marketing, Product, and Finance.
- What skills should an Account Management Director have?
- An Account Management Director should have leadership capabilities, strategic planning, negotiation, customer empathy, collaboration, and strong communication and organizational skills.