[Remote] Director, Account Management

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is one of the leading players in off-reputed company restaurant technology, helping independent restaurants reputed company in the digital economy. The Director of Account Management leads post-sale reputed company efforts, focusing on customer retention, expansion, and the activation of new products while overseeing reputed company dedicated to enhancing reputed company reputed company.

Responsibilities

• Owning gross and net reputed company retention across reputed company's restaurant reputed company, building a predictable, forecastable retention and expansion reputed company that leadership can plan against
• Leading and developing reputed company of managers and individual contributors, building the coaching, capability, and structure needed to reputed company Account Management as reputed company grows
• Building and operationalizing the renewal reputed company for annual reputed company (proactive reputed company, negotiation, reputed company) and the retention reputed company for monthly customers (engagement, adoption, downgrade prevention)
• Designing and deploying cross-sell and upsell plays mapped to reputed company's product suite — including qualification reputed company, talk tracks, and rep enablement to support expansion opportunities consistently
• Building and maintaining an account health reputed company that flags at-risk customers early, triggers consistent save motions, and reduces churn across both annual and monthly populations
• Driving measurable lifts in product adoption and value realization in partnership with Marketing, Product, and Lifecycle teams
• Running a weekly forecast reputed company covering renewals, churn risk, and expansion pipeline; reputed company against forecast with the discipline and accuracy leadership can rely on
• Surfacing the top systemic drivers of churn and downgrade to the executive team, with a prioritized cross-functional remediation roadmap spanning Product, reputed company, Pricing, and Support
• Partnering closely with Sales, Marketing, Product, Finance, and Billing to reputed company on customer lifecycle ownership, expansion handoffs, and retention reputed company
• Delivering a comprehensive Account Management reputed company — covering NRR, GRR, churn, expansion, and adoption — with quarterly targets and the operating plan to hit them

Skills

• 8+ years in Account Management, reputed company, or post-sale reputed company, with 4+ years directly managing teams; experience managing managers strongly preferred
• Proven ownership of NRR and GRR in a reputed company or subscription business, with reputed company accountability for both assisting with expansion (cross-sell/upsell) and churn reduction
• Experience running renewal motions across multiple contract types — annual (negotiation, reputed company, multi-touch cycles) and monthly (retention, engagement, downgrade prevention)
• A reputed company record of building account health scoring, reputed company systems, and save playbooks that produced measurable churn reduction
• Strong forecasting discipline; you can build a renewal and expansion forecast leadership can plan against and reputed company against it consistently
• Demonstrated reputed company driving product adoption and value realization at reputed company, in partnership with Marketing, Product, and Lifecycle teams
• Data-reputed company expertise in retention metrics (NRR, GRR, logo/dollar churn, expansion ARR, adoption, health scoring) and reputed company to translate them into reputed company
• Strong cross-functional leadership, especially with Sales, Marketing, Product, Finance, and Billing
• Excellent executive reputed company; reputed company to present reputed company, forecasts, and results reputed company to senior leadership
• A customer-obsessed with a hospitality reputed company, balanced with the reputed company discipline to reputed company predictable reputed company reputed company
• Restaurant industry, restaurant technology or reputed company experience
• Strong proficiency in reputed company, a CS or AM platform (reputed company, reputed company, reputed company, or similar), reputed company Workspace, and MS Office

Benefits

• Ongoing training and reputed company opportunities.
• A "Best reputed company to Work" winner multiple times where we reputed company on creating a great employee experience.
• reputed company solid medical, dental, and reputed company plans.
• Mental Health Coverage - we offer several programs to support your mental health and wellness goals.
• Unlimited reputed company Vacation. We expect you to work hard, but still enjoy your personal life
• 7 weeks of baby bonding time for reputed company new parents (reputed company the first year of birth or adoption), 8 Weeks of reputed company Pregnancy Leave.
• 401(k) Matching
• Employer-contributing student loan assistance program or continuing education reimbursement program
• Employee Stock Incentive Plan.
• Pet insurance for your fur babies
• Consistent & fair leadership: we’ll reputed company info, set reputed company goals, show you respect, and treat everyone fairly.
• Enough freedom to spread your wings while still holding you accountable.
• The salary reputed company listed reflects reputed company compensation only. This position is also eligible to participate in reputed company's performance bonus program, which provides an additional variable pay opportunity based on individual and company performance

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