Account Director

Responsibilities:

• Building, maintaining & managing client relationships and guiding staff on the team to create a successful client retention strategy and a high level of client service.
• Customer relations-oriented - Understanding Client needs and building trust to have the client’s and endpoint’s best interests at heart by offering suitable solutions.
• Set up goals and objectives for the team and provide feedback and counsel to leads to meet the team’s objectives. 
• Consciously create a team culture consistent with the organization’s mission, vision, and values by creating an effective line of communication on the company’s directives from the top down.
• Serve as the escalation point of contact for all customers in their portfolio both externally and internally.
• Thought leadership on strategic planning initiatives by making data-driven decisions and engaging the leads and other cross-functional teams to deliver high levels of overall service and delivery.
• Provide oversight on study delivery to complete projects on the agreed upon timeline, within an agreed budget while maintaining the agreed upon KPIs and monitoring the account performance against the implemented targets and benchmarks.
• Maintaining a good business insight – Actively identifying industry shifts, business trends, portfolio pipeline, Endpoint’s product, and any new areas of growth to pursue opportunities.
• Consistently demonstrate financial awareness by ensuring budget, revenue, and profitability targets are met.
• Inform management and business development on the overall business strategy of the account, and keep company leaders apprised of key client opportunities, potential risks, and other key nuances that affect the health of the business.
• Participate with cross-functional teams to recruit, interview, select, hire, onboard, and train staff and successfully manage people by creating opportunities for growth and development.
• Develop action plans based on employee engagement surveys and key performance indicators to recognize areas of opportunities and implement initiatives for retaining talent.
• Coordinate and run the regular agreed-upon client operational management meetings to maintain and strengthen customer relationships by promoting endpoint and our service offerings.
• Work effectively with the Business Development team to review key account sales plans, build rapport with sales representatives, respond effectively to RFPs, Contracts, and Change Orders and create an environment conducive to long-term growth and relationships.
• Present account health and initiatives quarterly to management on past quarter performance and upcoming quarterly plans with dates and measurable action items.
• Retain and grow existing client base through individual efforts and through the account team by delivering profitable, quality service and promoting endpoint’s product.
• Manage workload and capacity planning by facilitating regular meetings and best practices with the account team leads and management.
• Coach, mentor, and support team members to successfully meet teams’ targets, resolve issues, manage change, and partner with other cross-functional teams to roll new processes and to achieve team’s success.
• Responsible for ensuring a smooth process with strategic clients in handling a best-in-class onboarding experience.

Education:

• Bachelor’s degree or equivalent and/or appropriate experience

Experience:

• 5-7 years’ experience in a software Project Management role, with a proven ability to understand technical concepts and learn very quickly. 
• Previous experience working in a fast-paced, entrepreneurial environment preferred. 
• Prior experience delivering voice (IVR) web (IWR) and mobile (IMR) platforms a big plus. 
• Proven leadership ability, especially in a regulated industry, a huge plus.
• Ability to manage to a budget

Skills:

• Verbal and Written fluency in French (C1/C2 levels), highly preferred.
• Extremely strong attention to detail with excellent organizational skills and proven ability to multi-task.
• Excellent time management skills and ability to meet aggressive deadlines.
• Demonstrated leadership and interpersonal skills, and a willingness to lead by example.
• Excellent oral and written communication skills, ability to send and receive clear, concise, and professional communications, both internally and externally.
• Ability to work independently, as well as within teams.
• Models collaboration across the organization
• Promotes high visibility of shared contributions and goals
• Analytical and strategic mindset
• Driven by results, while proactively seeking to improve them
• Ability and willingness to wear multiple hats, without hesitation, to do what it takes to get things done
• Highly passionate about delving into and drawing insight from data
• Entrepreneurial mindset with the ability to adapt
• Work autonomously to achieve success