Director Account Specialist

he 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**:

- **Must have experience managing a team in Mexico/LATAM**:

- **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-ZM1**

**What’s in it For You?**
- **Hybrid Work Model**:We’ve adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected.**
- **Flexibility & Work-Life Balance**:Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset. This builds upon our flexible work arrangements, including work from anywhere for up to 8 weeks per year, empowering employees to achieve a better work-life balance.**
- **Career Development and Growth**:By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow’s challenges and deliver real-world solutions. Our Grow My Way programming and skills-first approach ensures you have the tools and knowledge to grow, lead, and thrive in an AI-enabled future.**
- **Industry Competitive Benefits**:We offer comprehensive benefit plans to include flexible vacation, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing.**
- **Culture**:Globally recognized, award-winning reputation for inclusion and belonging, flexibility, work-life balance, and more. We live by our values: Obsess over our Customers, Compete to Win, Challenge (Y)our Thinking, Act Fast / Learn Fast, and Stronger Together.**
- **Social Impact**:Make an impact in your community with our Social Impact Institute. We offer employees two paid volunt