CONFIDENTIAL - Director, Account Management

Our client is looking for a confidential Director of Account Management. The role will have a strong focus on team leadership and development, working closely with individuals to improve performance, manage different personalities, and build a collaborative, engaged culture. In addition, this person will partner cross-functionally with Sales, Operations, and leadership to improve internal processes, drive alignment, and enhance the overall customer experience.

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• Manage and develop a team of 4–6 customer-facing professionals
• Oversee a book of business, ensuring strong client relationships and issue resolution
• Coach and mentor team members, focusing on performance, growth, and engagement
• Partner cross-functionally with Sales, Operations, and other teams to improve customer outcomes
• Drive process improvements and help evolve the team from a reactive customer service model to a more strategic account management function
• Use CRM tools and reporting to track performance, identify trends, and improve efficiency
• Act as the internal advocate for customers, helping escalate and resolve complex issues
Help build structure, organization, and alignment within the team as the department evolves

• 8–10+ years of experience in customer service, customer experience, account management, or operations leadership
• Proven experience managing and developing teams (ideally 4+ direct reports)
• Strong leadership skills with the ability to coach, motivate, and manage different personalities
• Experience owning or supporting a book of business / client relationships (not just call center support)
• Ability to work cross-functionally with teams like Sales and Operations
• Experience improving processes, driving change, or helping restructure a team/function
• Strong analytical mindset with experience using reporting, metrics, or CRM systems to make decisions
• Solid communication skills—comfortable working with both team members and senior leadership
• Bachelor’s degree required (Business or related field preferred

Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.