Senior Director, Account Management (Remote Opportunity)

Job Title: Sr. Director, Account Management
Department: Client Success
Reports to: VP, Client Relations
FLSA Status: Exempt
Company Information: DISA Global Solutions is an industry-leading safety and compliance solutions provider with customers across the U.S. and Canada since 1986 and more than 800 team members across 30 locations. When you join the DISA family, you join an industry leader that more than 27% of fortune 500 companies use. With a rich history of IT innovation, we have more than 40,000 customers and complete more than 6 million orders each year.
DISA is proud to be a “Top Workplaces” award winner across multiple locations in 2024. We offer competitive pay, a robust benefits package, and an exciting place to work. We have a collaborative and team-oriented culture with numerous opportunities for career advancement. We host monthly appreciation events, and our internal learning and development team provides the resources for employees to engage in continuing education and training.
Position Summary: The Senior Director of Account Management will develop a roadmap to create a best-in-class client service experience. This position is responsible for leading a disciplined methodology for taking the voice of the customer and translating it into the desired customer journey, and for prescribing the concrete touch points, people, and systems necessary to achieve high level customer service. This position is responsible for orchestrating the cross-functional teams in the execution plan of that target experience. The person will manage a budget of about 3 million USD, comprising about 10 Account Managers.
Responsibilities:

• Lead and manage a team of account managers, providing guidance, coaching, and support.
• Foster a collaborative and high-performance culture within the Account Management team.
• Develop and implement training programs to enhance the skills and knowledge of the team.
• Develop and execute strategic Account Management plans to achieve organizational goals.
• Collaborate with the executive team to align Account Management strategies with overall business objectives.
• Identify opportunities for growth and improvement in Account Management processes.
• Build and maintain strong relationships with key clients.
• Function as a primary point of contact for escalated client issues and concerns.
• Ensure client satisfaction through effective communication and understanding of client needs.
• Collaborate with the sales team to identify upsell and cross-sell opportunities within existing accounts.
• Develop strategies to maximize revenue from existing clients.
• Analyze account performance and implement initiatives to drive revenue growth.
• Establish key performance indicators (KPIs) for the Account Management team.
• Regularly analyze and report on team performance, identifying areas for improvement and implementing corrective actions.
• Provide regular updates to the executive team on Account Management achievements and challenges.
• Collaborate with other departments such as sales, marketing, and product development to ensure alignment in delivering value to clients.
• Provide insights from client interactions to inform product development and marketing strategies.
• Oversee contract negotiations and renewals with clients.
• Design, communicate, maintain, and continually optimize departmental processes that address business needs and that yield an excellent and brand-appropriate client experience that garners client retention.

Qualifications required:

• Bachelor’s degree in business, marketing, or a related field. Master’s degree preferred.
• Proven experience in Account Management, with a record of successfully managing high-value client relationships.
• Strong leadership and team management skills.
• Excellent communication and people skills.
• Strategic thinking and the ability to develop and execute plans to achieve objectives.
• Analytical skills to assess performance metrics and make data-driven decisions.
• Experience in negotiating and managing contracts.
• Industry knowledge and understanding of market trends.
• Minimum of 8-10 years of experience in Account Management or a related field.

Previous experience in a leadership role, managing a team of account managers.

• Proven success in driving revenue growth within existing accounts.

Work Schedule - M - F -8 a.m. - 5 p.m.
EOE/M/F/Vet/Disability

• Please Note: Your Actual Pay-Rate within the Pay Range will vary based on: Geography, Skill-Set and applicable Local and State Pay Practices. Any questions, please contact our DISA Recruiting Team at Recruitment.Recruitment@disa.com.

Continuing education credits, Opportunities for advancement