Director, Account Management

About This Role

The Director, Account Management plays a critical role in overseeing and optimizing the performance of the account management team. This position involves leading, mentoring, and motivating account managers to achieve their targets while ensuring high levels of client satisfaction and retention. The role contributes to the overall growth and profitability of the organization and reports directly to the Head of Customer Engagement, Portfolio Management & Commercial Card.

Responsibilities

• Team Leadership and Development
  • Provide strong leadership to the account management team, setting clear goals, expectations, and performance standards.
  • Mentor and coach account managers to help them achieve their full potential and enhance their skills.
  • Conduct regular performance reviews and provide constructive feedback to drive continuous improvement.
  • Recruit, interview, and hire new or additional talent as needed in partnership with leadership.
• Strategic Planning and Execution
  • Develop and implement strategic plans to achieve company objectives related to client retention, satisfaction, and revenue growth.
  • Analyze market trends, client feedback, and performance metrics to identify opportunities for improvement and innovation.
  • Stay current with trends in the commercial payments industry, such as digital payments, security solutions, and regulatory changes, and incorporate these insights into product strategy.
  • Collaborate with cross-functional teams to align account management strategies with overall business goals.
  • Maintain knowledge of commercial payment products, including Commercial Card, Merchant Services, Treasury Services, Global Payments, and other related solutions.
  • Stay informed of new product updates, features, and functionality to effectively communicate their value to customers.
• Client Relationship Management
  • Oversee key client accounts and ensure their needs are met effectively and efficiently.
  • Act as an escalation point for resolving complex client issues and addressing concerns in a timely manner.
  • Foster strong, long-term relationships with clients through proactive communication and value-added service delivery.
  • Provide guidance on key accounts to ensure commercial payment products are being fully utilized.
  • Identify opportunities for upselling and cross-selling additional products.
• Sales and Revenue Growth
  • Actively manage the team’s growth and cross-sell opportunities within existing accounts.
  • Monitor contract terms and pricing to maximize profitability while ensuring client satisfaction.
  • Achieve and exceed the team’s retention, cross-sell targets, and growth goals.
  • Collaborate with Business Development teams to identify new business opportunities and provide strategic direction.
• Customer Satisfaction and Retention
  • Monitor client satisfaction levels and address any issues or concerns promptly and effectively.
  • Proactively identify areas for improvement and implement solutions to enhance the client experience.
  • Develop strategies to increase client retention and minimize churn.
• Cross-functional Collaboration
  • Collaborate closely with internal teams such as leadership, Agent Bank partners, Payment Advisors, sales, product development, marketing, and client servicing.
  • Serve as the voice of the customer within the organization, advocating for client priorities and requirements.
  • Gather insights from clients and sales teams to influence product development and ensure offerings remain competitive.
• Performance Monitoring and Reporting
  • Monitor team performance against key performance indicators (KPIs) and targets.
  • Analyze account metrics and trends to identify areas for improvement and develop action plans.
  • Prepare regular reports and presentations for senior management to communicate account management performance and strategic initiatives.
• Process Improvement and Best Practices
  • Continuously evaluate and refine account management processes to increase efficiency, productivity, and customer satisfaction.
  • Implement best practices and standard operating procedures to ensure consistency and quality in account management activities.
  • Stay abreast of industry trends and emerging technologies to drive innovation and competitive advantage.
• Risk Management and Compliance
  • Identify and mitigate potential risks or issues that may impact client satisfaction or business outcomes.
  • Ensure compliance with company policies, procedures, and contractual obligations in all team interactions and transactions.
• Perform other duties as assigned by leadership.

Requirements

• Bachelor’s Degree preferred (Finance, Business, or other related field of study).
• Minimum 7+ years of relevant experience working in account management or a related field, with at least 5 years in a leadership role.
• Strong knowledge and experience with Commercial Payments products (Treasury, Card, Merchant, Global Banking).
• Excellent communication, negotiation, and interpersonal skills.
• Strategic thinker with the ability to develop and execute effective business plans.
• Proficiency in CRM software and other relevant tools.
• Results-oriented mindset with a focus on driving business growth and exceeding targets.

Additional Requirements

• Strong analytical skills and attention to detail.
• Project management experience.
• Ability to thrive in a fast-paced, dynamic work environment.
• Commitment to continuous learning and professional development.
• Willingness to travel for client meetings or team events.

Desired Qualifications

• Commercial Card, Treasury, Global Banking, Merchant, and FinTech experience.
• Knowledge of applicable credit card Networks rules and regulations.
• Demonstrated ability to lead the implementation of products and services.
• Experience working with Salesforce.

Candidates must possess unrestricted work authorization and not require future sponsorship.

Pay

Compensation range (base pay): $97,774.00 - $166,216.00. This role may have a specific starting pay within this range. Final compensation offer to candidate may vary based upon work experience, education, and/or skill level.

Benefits

• Medical, Dental, Vision Insurance
• 401k, with Matching Contributions
• Time Off Programs
• Health Savings Account (HSA)/Dependent Care
• Employee Banking
• Growth Opportunities
• Tuition Assistance
• Short-Term/Long-Term Disability Insurance