Sales Director, Strat Acct

About the Role

The Sales Director of Customer Experience & Operations is responsible for the operational health, project execution, and long-term success of the organization’s premier Production Print accounts. Reporting directly to the Sr. Director of Sales for Strategic and National Accounts, this leader serves as the operational backbone for the national sales team. The primary objective of this role is to champion the customer journey overseeing program management, technical onboarding, and project timelines to ensure seamless execution. By managing the Program Management teams, this individual removes operational barriers, allowing the sales team to focus on growth while ensuring the customer achieves maximum value through software adoption and workflow

Your Impact

1. Program Management Leadership ď‚· Team Oversight: Lead and develop the Program Management teams to ensure high-standard execution across all strategic accounts as well as US Sales. ď‚· Strategic Expansion: Leverage the proven success models established in Strategic Accounts and expand these methodologies to key and targeted accounts across the entire US Sales organization. ď‚· Onboarding & Implementation: Own the end-to-end customer onboarding process, ensuring project timelines are met and resources are effectively allocated. ď‚· Operational Planning: Manage inventory forecasting and deployment schedules to ensure equipment and solutions are delivered in alignment with customer expectations. ď‚· Barrier Removal: Identify and resolve internal operational bottlenecks that hinder the sales team ability to deliver or the customers ability to produce. 2. Customer Experience & Success ď‚· Revenue Protection: Direct oversight of the customer experience for accounts representing the majority of the company recurring revenue, ensuring retention through proactive health management. ď‚· Journey Mapping: Define and optimize the post-sale customer lifecycle to drive high satisfaction and long-term retention. ď‚· Success Governance: Establish and maintain governance processes, including Executive Business Reviews (EBRs/QBRs) and Customer Health Scoring. ď‚· Voice of the Customer: Manage feedback loops to ensure customer needs are integrated into operational improvements. ď‚· Escalation Management: Serve as the senior point of contact for critical service or implementation issues, driving rapid cross-functional resolution. 3. Sales Consultation & Credibility ď‚· Subject Matter Expertise: Add instant credibility to the sales process by demonstrating a deep understanding of complex customer challenges and industry pain points. ď‚· Relationship Building: Utilize a consultative approach to disarm customers, building high-level trust and creating influential relationships at multiple levels within the client organization. ď‚· Software Sales Support: Partner with the sales team to identify software opportunities that enhance workflow and increase customer stickiness.   4. Software Adoption & Solution Integration ď‚· Implementation Excellence: Ensure that workflow software, digital front ends (DFEs), and professional services are successfully integrated to drive measurable customer ROI. ď‚· Value Realization: Monitor software usage and adoption rates, intervening where necessary to ensure customers are utilizing the full suite of purchased solutions. 5. Operational Support for Sales Leadership ď‚· Sales Enablement: Support the Sr. Director and four Strategic Account Managers by managing the "back-office" complexities of large-scale deals. ď‚· Reporting & Analytics: Collaborate with the Sr. Director on performance reporting via CRM (SFDC), providing insights on customer retention, project status, and revenue mix. ď‚· Resource Allocation: Coordinate with Professional Services and Technical Support teams to ensure the right resources are deployed at the right time. 6. Cross-Functional Coordination ď‚· Internal Alignment: Act as the primary liaison between Sales, Professional Services, Supply Chain, and Marketing to ensure a unified customer experience. ď‚· Process Improvement: Continuously refine internal policies and procedures related to contract implementation and service level agreements (SLAs).

About You: The Skills & Expertise You Bring

Education: Bachelor’s degree in Business, Operations, or a related field. ď‚· Experience: 10+ years in Production Print or a high-tech industry, with a heavy emphasis on operations, project management, or customer success. ď‚· Leadership: Proven experience managing Project/Program Management teams and supporting high-level sales organizations. ď‚· Relationship Management: Demonstrated ability to influence C-suite stakeholders and navigate complex political environments within large organizations. ď‚· Technical Savvy: Strong understanding of workflow software and the technical requirements of production print environments. ď‚· Operational Expertise: Proficiency in CRM (SFD