Account Management Director

2 weeks ago

Scottsdale, United States Lessen Full time

The Account Director provides leadership, and support, and ensures alignment to the strategic direction of the business in a complex, ever-changing environment. This position is responsible for supporting the departmental vision, strategy, and operating goals and building a culture of accountability and success. Responsible for driving high operational output & performance, forecasting, scheduling, and delivering operational excellence by creating and developing strong and effective relationships with their customers. This involves utilizing our software suite to analyze data and coach clients on best practices to improve KPI's This individual will serve as a single point of contact for leaders and influencers at our key customers, while also identifying and delivering strategic projects, initiatives, and effective change management.

What You'll Do:

    • Ensure that the departmental strategy and vision are communicated to all members of their team and reinforce on an ongoing basis to keep the department aligned in executing the vision.
    • Reinforce a positive working environment by modeling a positive leadership style, ongoing communications with the team, celebrating success, and rewarding outstanding performance.
    • Partner with the HR team to ensure the department is effectively staffed and trained.
    • Responsible for staff coaching, mentoring, and evaluation; deliver feedback, discipline, counseling, and performance reviews.
    • Manage poor performance swiftly and effectively.
    • Monitor quality and details of work product and accuracy of information.
    • Adhere to all Company policies and procedures.
    • Develop and maintain key customer relationships, travel as needed to meet with key stakeholders in markets to devise solutions to joint problems and collaborate on areas of improvement. Resolve customer concerns with a high sense of urgency.
    • Demonstrate thought leadership with customers by developing and presenting client industry/market research findings, trends, benchmarking, and other pertinent information.
    • Participate in communications and updates with key clients, including presenting at client meetings, sharing appropriate reports, etc.
    • Maintain a balanced proactive/reactive relationship with your assigned accounts.
    • Collaborate with account teams in coordinating monthly status updates with the customer and be the point of contact for senior management at key customers.
    • Ensure the achievement of financial goals through forecasting, budgeting, strategic planning, reporting, and monitoring financial performance.
    • Analyze business/financial data and develop innovative solutions.
    • Inform senior management of operational, or resource issues/obstacles in a timely fashion.
    • Contribute to various strategic projects to drive better outcomes, improved efficiencies, technology enhancements, and scalability of the business.
    • Work cross-functionally with other teams to make strategic decisions about capacity planning and fulfillment of services.
    • Ensure confidentiality of internal and external data
    • Foster a positive team environment.
    • Perform ad-hoc projects and other duties as assigned.
    • Operate within the Organization's Financial, Legal, and Ethical Policies. Be familiar with and comply with company rules and policies.
    • Act as a professional role model in performance and behavior by Lessen values.
You Should Have:
    • Bachelor's degree
    • At least 7 of experience in a customer-facing sales, service, or training role (B2B)
    • Demonstrable experience in solving tough customer issues.
    • Demonstrable experience managing and leading individuals and/or small teams.
    • Multi-unit management experience is preferred.
    • Experience working with trades preferred.
    • Experience in the facilities industry is preferred.
    • SaaS experience, preferably with large enterprise and mid-market customers, is a plus.
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