Director, Strategic Account Management

2 Months ago • 2 Years + • Account Management

About the job

6 skills required for this role

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leadership

cross-functional-collaboration

retention-strategies

account-management

cross-functional

saas-business-models

Job Description

Brandwatch is seeking an experienced leader to take charge of our team of Account Managers as the Director of Account Management. In this role, you will be instrumental in developing and executing a comprehensive strategy to retain and expand our presence within our largest and most strategic accounts. Your leadership will be key to driving performance and ensuring the ongoing success of both our customers and the account management team.

Responsibilities:

Team Leadership & Development: Lead, mentor, and inspire a team of Account Managers to execute on growth and retention strategies. Foster a culture of collaboration, accountability, and excellence.
Retention & Expansion Strategy: Drive the development and implementation of strategies focused on maximizing customer retention and expanding our footprint within strategic accounts. Ensure these strategies align with Brandwatch’s long-term goals.
Customer Relationship Management: Guide your team in building deep, trusted relationships with executive-level decision-makers and influencers within the largest accounts to secure long-term partnerships.
Tailored Solutions: Support your team in understanding the unique needs and challenges of each customer, crafting tailored solutions that enhance customer satisfaction and drive business outcomes.
Performance Tracking: Monitor account performance metrics, customer satisfaction, and market trends, using these insights to continually refine strategies and improve outcomes for both the customer and Brandwatch.
Contract & Renewal Oversight: Provide strategic guidance to your team during contract negotiations and renewals to ensure successful, timely execution and to capitalize on upsell opportunities.
Cross-Functional Collaboration: Collaborate with internal teams such as sales, product, marketing, and customer success to ensure seamless execution of account strategies and overall customer success.

Qualifications:

Leadership Experience: At least 2 years of experience managing and developing teams, with a focus on account management, customer success, or related fields in the software or SaaS industry.
Proven Results: A successful track record of driving customer retention and account growth, especially within large, complex customer portfolios.
Strategic Mindset: Ability to develop and implement strategies that drive long-term customer engagement and expansion.
Industry Knowledge: Strong understanding of the social listening and consumer insights space, with knowledge of earned media and customer needs.
Communication & Negotiation Skills: Excellent interpersonal, negotiation, and communication skills, with the ability to influence and engage at executive levels.

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