Director of Enterprise Account Management
C
City Wide FranchiseBuilding maintenance
Workable workplace: remote; Workable locations: Lenexa, Kansas, United StatesFull-TimeDirector
Salary not disclosed
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Job Details
- Required Skills
- Microsoft ExcelMicrosoft OfficeCustomer SuccessAccount ManagementClient relationship management
Requirements
- Have a bachelor’s degree or equivalent experience in B2B sales, account management, customer success, business development, or a related field.
- Have experience leading, coaching, and developing client-facing teams.
- Demonstrate the ability to retain and grow complex B2B client relationships.
- Build trust and rapport with clients, team members, franchise partners, and internal stakeholders.
- Apply sound judgment and decision-making in challenging or escalated situations.
- Have strong organization, follow-through, time-management, and prioritization skills.
- Have experience using CRM systems and maintaining account activity, client communications, and opportunity records.
- Be proficient in Microsoft Office, including Excel, Word, and Outlook.
- Travel up to 30%.
Responsibilities
- Lead, support, and develop Enterprise Account Managers, Customer Service Representatives, and Data Analysts.
- Interview, hire, onboard, train, coach, and mentor team members.
- Support Enterprise Account Managers in retaining client relationships, identifying expansion opportunities, and growing books of business.
- Build long-term relationships with enterprise client decision-makers and key stakeholders.
- Serve as the primary liaison between enterprise clients and franchise teams.
- Resolve escalated client concerns and coach franchise partners and operations teams on service recovery, issue resolution, retention, and account growth.
- Lead and support Quarterly Business Reviews and other strategic client conversations.
- Ensure client relationship standards, account activity, and service and operations plans are documented in the CRM.
- Oversee Master Service Agreement terms, including renewals, price increases, and other contractual requirements.
- Analyze account and departmental performance, refine strategies, and partner with internal departments to improve client experience and service delivery.
- Travel up to 30% to support client relationships, franchise teams, and business priorities.
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