The Director of Key Accounts oversees the organization’s strategic client relationships, driving strong partnerships and measurable outcomes. This role combines hands-on client engagement with cross-functional leadership to ensure service excellence, effective performance, and continuous improvement. The Director works closely with Sales, Analytics, Operations, and Implementation teams to support client onboarding, guide ongoing performance discussions, and contribute to service/product enhancements.

RESPONSIBILITIES AND DUTIES

• Serve as the lead point of contact for all customer matters, ensuring consistent, high-quality engagement across assigned key accounts.
• Acting as the client’s liaison to ensure that their requirements are met while improving customer experience, aligning expectations with delivery capabilities.
• Develop trusted advisor relationships with key accounts and customer stakeholders to foster long-term partnerships and strategic alignment.
• Collaborate and contribute to projects associated with clients, including but not limited to the management of internal and external communications, stewardship presentations, and ongoing account maintenance activities.
• Clearly communicate the progress of monthly and quarterly initiatives to internal/external stakeholders.
• Coordinate, lead, and document forums to support performance management and continuous improvement.
• Collaborate with the reporting and analytics team to develop and maintain internal and external reporting metrics aligned with client objectives and program outcomes.
• Responsible for working with the sales and implementation teams to onboard and integrate new clients, ensuring a smooth transition from sales to service and early program success.
• Provide guidance and oversight to Account Managers supporting key accounts, reinforcing service standards, reporting excellence, and outcome ownership.

QUALIFICATIONS

• BA/BS degree in a relevant field
• 8+ years of account management experience
• Experience in delivering client-focused solutions based on customer needs
• Excellent verbal and written communication skills
• Strong customer service and interpersonal skills for dealing with different types of customers and clients
• Exceptional analytical skills for analyzing client data.
• Solid experience with CRM software and MS Office (particularly Excel & PowerPoint).
• Proven ability to juggle multiple account management projects at a time, while maintaining sharp attention to detail.
• Self-motivated and able to thrive in a results-driven environment through critical thinking and problem-solving

*The Responsibilities and duties of this position may be modified from time to time at the discretion of the executive team.

Submit resume and cover letter to [email protected].