Director, Account Specialist

The Director, Account Specialist position plays a critical role in leading the account specialist team and ensuring smooth customer operations. This role involves driving the team to assist with sales, upsells, cross-sells, and supporting the renewal process while delivering exceptional customer service. The Director will lead a team of Managers and Account Specialists, ensuring they meet performance metrics and contribute to overall account management success.

About the Role:

In this opportunity you will:

• Collaborate with senior leadership to align account management strategies with overall business goals.
• Identify and mitigate potential risks to ensure the successful execution of strategic initiatives.
• Monitor industry trends and market conditions to inform strategic decision-making
• Ensure a high level of customer satisfaction by addressing issues promptly and effectively
• Monitor and report on sales, renewal, and upsell/cross-sell performance metrics delivering on results on assigned quotas and goals.
• Analyze customer data to identify trends and opportunities for improvement.
• Provide regular updates to the sales team and management on sales, renewal status, and performance metrics.

Key Success Measures:

• Sales Performance: Team sales and revenue, team quota achievement, net dollar retention.
• Customer Relationship Management: Customer satisfaction, customer retention, Net Promoter Score (NPS), customer inquiry response time, customer issue resolution time.
• Operational Efficiency: Task completion rate, average task completion time, error rate, first contact resolution rate.
• Administrative Tasks: Document accuracy, data entry accuracy, report generation timeliness.
• Collaboration: Team collaboration, cross-functional collaboration.

Mindsets & Behaviors:

• Customer Obsessed: Prioritize customer needs and satisfaction.
• Challenge & Commit: Take on challenges and commit to achieving goals.
• Growth Mindset: Embrace continuous learning and improvement.

About You:

You're a fit for the role if you have:

• 10+ years experience in account management, retention & renewals, sales, or a related field.
• 8+ years experience leading a team of managers and individual contributors to include talent development and strong performance delivery.
• Excellent communication and interpersonal skills.
• Proficiency in CRM software and sales tools, driving utilization of tools and process training
• Analytical thinking and problem-solving abilities.
• Ability to work effectively with cross-functional teams.
• Drives and delivers against the strategic goals of the business to ensure team meets revenue targets and growth
• Adapts and executes functional strategies and contributes to the development of department strategies
• Provides leadership and direction through managers to meet financial and operational performance requirements and accountable for the results of the team
• Solves unique and complex problems that impact the business
• Must have the ability to travel to Mexico City on a regular basis (typically once a month)

​

#LI-TK1

What's in it For You?

You will join our inclusive culture of world-class talent, where we are committed to your personal and professional growth through:

• Wellbeing: Comprehensive benefit plans; flexible and supportive benefits for work-life balance: flexible vacation, two company-wide Mental Health Days Off; work from another location for up to a total of 8 weeks in a year, 4 of those weeks can be out of the country and the remaining in the country, Headspace app subscription; retirement, savings, tuition reimbursement, and employee incentive programs; resources for mental, physical, and financial wellbeing.

• Culture: Globally recognized and award-winning reputation for equality, diversity and inclusion, flexibility, work-life balance, and more.

• Learning & Development: LinkedIn Learning access; internal Talent Marketplace with opportunities to work on projects cross-company; Ten Thousand Coffees Thomson Reuters café networking.

• Social Impact: Ten employee-driven Business Resource Groups; two paid volunteer days annually; Environmental, Social and Governance (ESG) initiatives for local and global impact.

• Purpose D