Director Of Account Management

About the Role

The Director of Account Management at Connecteam owns the full expansion lifecycle — across both touch and no-touch motions — from surfacing growth opportunities to closing upsells. This leader will drive Connecteam’s commercial expansion strategy within the existing customer base, ensuring every account reaches its full potential.

This role is both strategic and hands-on, blending leadership, commercial excellence, and operational rigor. The Director will lead a global, high-performing group spanning SDR, SMB Account Management, and Mid-Market Account Management teams — across the US, EMEA, and APAC regions — to build a scalable, data-driven expansion engine.

The ideal candidate combines analytical precision with sales acumen, optimizing funnels, elevating conversion and ACV metrics, and unlocking expansion opportunities through structured processes and deep customer understanding.

Key Responsibilities

1. Own the Full Expansion Funnel

• Oversee the complete expansion funnel — from lead generation within the existing customer base, through SDR qualification, demo booking, and conversion.
• Design and continuously refine scalable demo structures and messaging for SMB and MM segments to maximize impact.
• Manage both high-touch strategic deals and scaled no-touch motions, ensuring consistent and predictable growth across all customer tiers.

2. Team Leadership & Mentorship

• Lead, coach, and scale a global team of SDRs and Account Managers across multiple regions.
• Build clear ownership and alignment across functions and geographies.
• Develop team members through structured mentorship, feedback, and performance optimization.
• Foster a strong culture of accountability, collaboration, and continuous improvement.

3. Strategic Planning & Execution

• Build and execute data-driven expansion strategies aligned with Connecteam’s growth goals across industries and customer segments.
• Design playbooks and frameworks for identifying and surfacing upsell opportunities from within the customer base.
• Define success metrics, operational processes, and enablement frameworks to ensure repeatable and efficient execution.

4. Revenue Ownership

• Own and exceed quarterly expansion, conversion, and retention targets across all managed segments.
• Drive consistent achievement through proactive funnel management and disciplined forecasting.
• Leverage data insights to continuously optimize CR (conversion rate), ACV (average contract value), and ARR performance.

5. Cross-Functional Collaboration

• Partner with Customer Success, Marketing, Sales, Product, and RevOps to ensure alignment across all stages of the expansion journey.
• Collaborate closely with Marketing to enhance lead generation from the existing customer base.
• Champion the voice of the customer to inform product innovation and go-to-market strategy.

6. Process Optimization & Automation

• Continuously refine the Account Management and SDR playbooks—enhancing automation, segmentation, and data visibility.
• Build feedback loops to optimize funnel efficiency, lead routing, and demo quality.
• Drive scalability and efficiency across touch and no-touch expansion models.

7. Forecasting & Reporting

• Maintain clear visibility into expansion pipeline, performance analytics, and revenue projections.
• Report key trends, risks, and growth opportunities to executive leadership with clarity and insight.
• Translate data into actionable strategies to maximize performance across global teams.
  
  

Requirements & Qualifications

Technical & Industry Expertise

• Go-to-market operations: Proven experience building and scaling expansion playbooks across touch and no-touch motions; expertise in pipeline management and commercial metrics (CR, ACV, ARR, NRR).
• Data-driven mindset: Strong analytical and forecasting skills, with the ability to derive insights from performance data to influence strategy.

Leadership & Interpersonal Impact

• Executive leadership: Demonstrated ability to lead through vision, influence, and alignment across multiple teams and regions.
• High-performance team builder: Skilled in hiring, developing, and managing SDRs, Account Managers, and team leads; known for building ownership-driven cultures.
• Sales excellence: Deep command of discovery, negotiation, and value-based selling; able to coach teams through complex commercial conversations in both SMB and Mid-Market contexts.
• Operational excellence: Experienced in designing and evolving scalable processes while driving change with clarity and empathy.
• Cross-functional collaborator: Proven success working with Product, Sales, Marketing, and RevOps to align growth strategies and drive measurable outcomes.
• Culture builder: Balances empathy with high standards—creating a motivated, performance-driven environment.

Experience & Background

• 2+ years as a Group Lead or Director in Account Management or Sales or 3–4+ years as a Team Lead in Account Management or Sales
• Proven track record of meeting or exceeding revenue and retention targets
• Experience leading teams in SaaS or technology-driven environments
• Excellent communication, presentation, and stakeholder management skills