We’re seeking an experienced Senior Director of Account Management to step in and lead our global team while our Head of Account Management is on maternity leave. In this temporary leadership role, you’ll take charge of driving expansion sales, uncovering new revenue opportunities within existing accounts, and reducing churn for our top-tier customers globally.
As the Acting Director, you'll oversee a diverse team of Global Account Managers and their managers, guiding them to deliver exceptional customer experiences and drive business growth. You’ll work closely with cross-functional teams—including Customer Success, Product, and Marketing—to ensure we're meeting the unique needs of our highest-value customers. Your primary focus will be to optimize account retention and growth, implementing strategies that scale and drive measurable results.
What You’ll Do:
- Lead and Inspire a High-Performing Team:
Manage and mentor a global team of Managers and individual contributors empowering them to exceed targets and deliver outstanding value to our top 15% of customers. Foster a culture of results, accountability, and customer-centricity.
- Drive Expansion and Renewal Success:
Actively engage in high-priority expansion and renewal conversations, partnering with account managers to help drive successful outcomes. You’ll also develop strategies to increase account growth and ensure seamless renewals across our global customer base.
- Develop Scalable Retention Strategies:
Create and execute robust strategies to improve customer retention, expand relationships, and drive revenue within existing accounts. Drive predictability and rigor to address potential churn and capitalize on opportunities to up-sell and cross-sell.
- Optimize Processes for Efficiency:
Implement scalable processes, tools, and workflows to streamline global account management. Leverage CRM systems like Salesforce, Catalyst, Gong, and analytics to track performance and continuously improve our operations.
- Collaborate Across Teams:
Work closely with Sales, Customer Success, Marketing, and Product teams to ensure value delivery, and consistent engagement. Influence the product roadmap by gathering insights and feedback from key accounts.
- Drive Strategic Initiatives:
Partner with the VP of CX to refine and execute the account management strategy, focusing on expanding customer accounts. Work with senior leadership across marketing and product to ensure a unified approach to retention and upsell.
- Manage Financials and Reporting:
Lead budget management for the account management team, ensuring financial efficiency while meeting growth targets. Provide regular updates to executive leadership on key metrics like revenue growth, churn rates, and customer health.
Who You Are:
- Experienced Leader:
You bring 10+ years of experience in sales or account management, with a proven track record exceeding quota in leading global teams in the SaaS space.
- Data-Driven and Results-Oriented:
You thrive in fast-paced, high-growth environments. You create structure and predictability to find your path to quota. Youexcel at using data to make informed decisions. You are familiar with systems like Salesforce, SalesLoft, Gong, and Catalyst and leverage them to track performance and optimize results.
- Customer-Centric and Strategic:
You have deep expertise in customer retention and account expansion strategies. Your understanding of the software sales lifecycle and post-sales processes enables you to drive growth and mitigate churn.
- Collaborative and Influential:
You’re skilled at collaborating with cross-functional teams and have a talent for influencing key stakeholders at all levels of the organization.
- Strong Communicator and Leader:
You possess exceptional leadership and communication skills, with the ability to inspire teams, manage relationships, and influence outcomes. Your emotional intelligence allows you to navigate complex situations with ease.
- Global Experience:
You have experience managing global accounts and understand the nuances of working with customers across different regions, including North America,EMEA and APAC
Why PandaDoc?
At PandaDoc, we're on a mission to transform the way businesses manage documents and workflows. You’ll join a collaborative, fast-growing team where your contributions will directly impact the success of our customers and the company as a whole.
We offer competitive compensation, a remote-first work environment, and opportunities for professional growth in a dynamic, high-performing culture.
PandaDoc is an Equal Opportunity Employer. We are committed to equal treatment of all employees without regard to race, national origin, religion, gender, age, sexual orientation, veteran status, physical or mental disability or other basis protected by law.
The monthly OTE is $24,000-$30,000 (base + bonus combined).
Application deadline: 1/1/2025
