Account Director

CommerceIQ; United States; Remote; USD 140,000 - 240,000; Full time

Job summary

A leading company in the software development sector is seeking an Account Director to drive customer satisfaction and manage complex relationships. This strategic role combines customer success and product management, overseeing a $5M portfolio and requiring exceptional leadership and problem-solving skills. The ideal candidate will have a strong background in the Consumer Goods/Retail industries and be located in the New York tri-state area or Atlanta.

Benefits

Comprehensive medical, vision, and dental coverage

Short & long-term disability insurance

Life insurance

Paid parental leave

Monthly reimbursements for gym, phone, and internet

10+ paid company holidays

Quarterly Global Recharge Fridays

Unlimited PTO

Qualifications

• Strong strategic thinking and problem-solving skills.
• Excellent communication and interpersonal skills.
• Demonstrated commercial acumen with experience in contract negotiation.

Responsibilities

• Drive customer satisfaction, adoption, and retention.
• Build and maintain relationships with key stakeholders.
• Coordinate cross-functional teams to deliver on customer outcomes.

Skills

Strategic thinking

Problem-solving

Communication

Leadership

Commercial acumen

Data-driven mindset

Education

MBA

Engineering/Economics degrees

Job description

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This range is provided by CommerceIQ. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$140,000.00/yr - $240,000.00/yr

Additional compensation types

Annual Bonus and Stock options

Direct message the job poster from CommerceIQ

The Account Director at CommerceIQ will be a strategic leader responsible for driving customer satisfaction, adoption and retention. This role requires a deep understanding of the Consumer Goods / Retail industries, exceptional leadership skills, and the ability to manage complex customer relationships at the executive level. The ideal candidate will be passionate about customer success, demonstrate commercial acumen, and possess the expertise to lead cross-functional teams in delivering exceptional customer outcomes.

This is a unique role in that it is part Customer Success and part Product Manager as you help us invent AI-driven CS. Only a few companies are attempting to do what we are, and you will help to lead the charge on this while overseeing a $5M portfolio of key customers.

The role reports to our VP of Customer Success and will be remote from the New York tri-state area or Atlanta due to where the clients who you will support are located. Please only apply if you are located in New York, New Jersey, Connecticut, or the Atlanta, Georgia metro area.

What You'll Do:

Account Ownership:

• Ensure we drive value to customers and grow CIQ's commercial engagement with the Customer

Strategic Problem Solving:

• Move beyond surface-level issues to understand customers’ core business needs and desired outcomes.
• Identify opportunities to enhance customer success by defining and executing tailored strategies.

Executive Management:

• Build and maintain multi-threaded relationships with key stakeholders, including VP-level executives.
• Present and advocate for the right product-solution fit, constructively challenging customers when necessary to align with optimal outcomes.
• Develop value propositions that resonate with customers and drive business results.
• Negotiate contract terms, manage upsell and cross-sell opportunities, and independently close renewals.
• Manage dispute and SLA outcomes
• Collaborate with sales account executives to align on customer goals and expand account value.

Cross functional Leadership:

• Coordinate cross-functional teams to deliver on customer outcomes without direct authority, ensuring seamless execution and high customer satisfaction.
• Mentor and guide team members, fostering a culture of customer obsession, deep diving into challenges, and winning as a team.
• Regularly review customer sentiment and satisfaction using data and metrics.
• Implement strategies to continuously improve customer engagement, satisfaction, and retention.

Thought leadership:

• Serve as a thought leader in the CPG and e-commerce sectors, providing insights and guidance to both internal teams and customers.
• Stay informed about industry trends, competitive landscape, and emerging technologies to drive innovation and customer success.

What You’ll Bring:

• Engineering/Economics degrees are a plus. MBA is highly preferred.
• Strong strategic thinking and problem-solving skills, with the ability to translate customer needs into actionable strategies is a must
• Excellent communication and interpersonal skills, with experience engaging and influencing senior-level executives.
• Demonstrated commercial acumen with experience in contract negotiation, upselling, and renewals.
• Proven leadership skills with the ability to inspire and coordinate cross-functional teams.
• Data-driven mindset with experience using metrics to inform decision-making and drive customer success.
• Willingness to travel and engage directly with customers.
• Customer-facing experience at a consulting firm within the Consumer Goods / Retail vertical is highly preferred.
• Extensive experience in customer success, account management, or a related field within the software/SaaS/Analytics industry is preferred
• Knowledge of the CPG and e-commerce sectors, with a proven track record of success in these industries is preferred

The typical base pay range for this role across the US is USD: $140,000 - $240,000/per year. This does not include the variable which is also associated with this role.

This base pay range may be inclusive of several career levels at CommerceIQ and will be narrowed based on a number of factors including the candidate’s experience, qualifications, and location.

Base salary is just one part of your total rewards package at CommerceIQ. You may also be eligible for long-term incentives, in the form of company stock options, as well as potential discretionary bonuses. You will also receive access to:

• Comprehensive medical, vision, and dental coverage
• Short & long-term disability insurance
• Life insurance
• Paid parental leave
• Monthly reimbursements for gym, phone, and internet
• 10+ paid company holidays in each calendar year, quarterly Global Recharge Fridays, and unlimited PTO

Check out our LinkedIn page to learn more about what it’s like to work at CommerceIQ!

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status or any other category prohibited by applicable law.

Seniority level

• Seniority level

  Director

Employment type

• Employment type

  Full-time

Job function

• Job function

  General Business

• Industries

  Software Development

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Inferred from the description for this job

Medical insurance

Vision insurance

Paid paternity leave

Disability insurance

401(k)

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