Sr. Account Director

Job Duties

• Manage a single enterprise level client account or a portfolio of accounts.
• Drive account growth to meet targets and business goals through strategic and tactical leadership.
• Identify opportunities to develop the account(s) through a strategic growth plan and relationship strategy.
• Identify opportunities to expand the business to other areas of the company.
• Create and execute client account plans.
• Implement strategies to improve and standardize all aspects of client operations.
• Execute modifications to organizational design and teams to optimize operational activity and improve client experience.
• Ensure delivery against operational and financial business targets.
• Manage the budgets to ensure profitability - escalating threats to targets when necessary.
• Monitor and control costs effectively.
• Implement the appropriate delivery model for all services/products, with a focus on lowering cost and delivering high quality.
• Deliver client service excellence, both externally and internally.
• Maintain continuous lines of communication, keeping client services informed of all critical issues and facilitating open cooperation between operations and client services.
• Partner with functional teams to implement appropriate policies, internal controls, and reporting.
• Be the senior point of contact for the client.
• Investigate and resolve issues escalated by the client and communicate significant issues to the Business Director.
• Craft and provide quotes. Build and expand client pricing schedules to align with client support requirements.
• Manage overall performance metrics of accounts/departments against contract/target or business unit metrics.
• Create and present regular business updates to both internal and Client leadership.
• Ensure operational controls and management information reporting requirements are fulfilled.
• Support with new business efforts.
• Participate as a key project team member for new business implementation.
• Partner with growth and operational teams on new business pitch opportunities, as relevant.

Job Qualifications

• A Bachelor’s degree or equivalent experience is required.
• Over 6 years’ experience and a proven track record of being a recognized leader and manager of people in a national or global customer service intensive environment.
• Minimum 3 years managing key Account teams globally/locally.
• Minimum 2 years responsibility for profit and loss in a large organization.
• Established accomplishments in successfully growing volume, profitability and client satisfaction.
• Excellent client service skills with a service-minded approach towards the client. Must be sensitive to client needs, remaining calm and confident, even in stressful situations.
• Proven experience in the development, implementation and management of complex multi-service solutions for clients.
• At least two years business development experience.