Director, Account Specialist (Mexico/US Team)

Thomson Reuters; Hartford (CT); Remote; USD 177,000 - 331,000; Full time

Job summary

A leading company is seeking a Director, Account Specialist to lead a team focused on customer satisfaction and sales performance. The role involves strategic alignment with business goals, team leadership, and operational efficiency. Candidates should have extensive experience in account management and team leadership, particularly in the Mexico/LATAM region. This position offers flexibility, career development, and a comprehensive benefits package.

Benefits

Flexible work policies

Career Development programs

Comprehensive health plans

Paid volunteer days

Tuition reimbursement

Qualifications

• Must have experience managing a team in Mexico/LATAM.
• Ability to drive strategic goals and meet revenue targets.

Responsibilities

• Lead the account specialist team and ensure smooth customer operations.
• Monitor industry trends and report on sales performance metrics.

Skills

Leadership

Communication

Analytical

Problem-Solving

Collaboration

Education

10+ years in account management

8+ years leading a team

Tools

CRM software

Sales tools

Job description

The Director, Account Specialist position plays a critical role in leading the account specialist team and ensuring smooth customer operations. This role involves driving the team to assist with sales, upsells, cross-sells, and supporting the renewal process while delivering exceptional customer service. The Director will lead a team of Managers and Account Specialists, ensuring they meet performance metrics and contribute to overall account management success.

About the Role

In this opportunity, you will:

1. Collaborate with senior leadership to align account management strategies with overall business goals.
2. Identify and mitigate potential risks to ensure the successful execution of strategic initiatives.
3. Monitor industry trends and market conditions to inform strategic decision-making.
4. Ensure a high level of customer satisfaction by addressing issues promptly and effectively.
5. Monitor and report on sales, renewal, and upsell/cross-sell performance metrics, delivering results on assigned quotas and goals.
6. Analyze customer data to identify trends and opportunities for improvement.
7. Provide regular updates to the sales team and management on sales, renewal status, and performance metrics.

Key Success Measures

• Sales Performance: Team sales and revenue, team quota achievement, net dollar retention.
• Customer Relationship Management: Customer satisfaction, retention, NPS, inquiry response time, issue resolution time.
• Operational Efficiency: Task completion rate, average completion time, error rate, first contact resolution.
• Administrative Tasks: Document and data entry accuracy, report generation timeliness.
• Collaboration: Team and cross-functional collaboration.

Mindsets & Behaviors

• Customer Obsessed: Prioritize customer needs and satisfaction.
• Challenge & Commit: Take on challenges and commit to goals.
• Growth Mindset: Embrace continuous learning and improvement.

About You

You are a fit if you have:

• Must have experience managing a team in Mexico/LATAM.
• 10+ years in account management, retention & renewals, sales, or related fields.
• 8+ years leading a team of managers and individual contributors, including talent development and performance management.
• Excellent communication and interpersonal skills.
• Proficiency in CRM software and sales tools, with experience promoting their utilization.
• Strong analytical, problem-solving, and cross-functional collaboration skills.
• Ability to drive strategic goals, meet revenue targets, and adapt strategies accordingly.
• Leadership to meet financial and operational goals through managers and team members.
• Ability to solve complex, unique problems impacting the business.
• Must be able to travel to Mexico City regularly (typically once a month).

What's in it For You?

• Flexibility & Work-Life Balance: Flexible work policies, including work from anywhere up to 8 weeks/year, supporting personal and professional responsibilities.
• Career Development: Continuous learning and growth opportunities through programs like Grow My Way, preparing you for future challenges.
• Benefits: Comprehensive plans including health, dental, vision, retirement, tuition reimbursement, mental health days, and more.
• Culture: Inclusion, belonging, and shared values like customer obsession, agility, and collaboration.
• Social Impact: Paid volunteer days, pro-bono projects, and ESG initiatives through our Social Impact Institute.
• Making a Real-World Impact: Contributing to justice, transparency, and truth globally through our services.

In the US, Thomson Reuters offers a comprehensive benefits package, including health, dental, vision, disability, life insurance, 401k with match, paid time off, and additional benefits such as tuition reimbursement, employee stock purchase plan, and more. The targeted total compensation range is $177,800 - $330,200, depending on experience and location. The role is open until 07/05/2025.

About Us

Thomson Reuters provides trusted content and technology to legal, tax, accounting, compliance, government, and media professionals. With 26,000 employees worldwide, we are committed to objectivity, accuracy, fairness, and transparency, fostering a diverse and inclusive environment. Learn more at thomsonreuters.com.