Senior Director Client Account Management

LVI Associates; Cleveland (OH); On-site; USD 180,000 - 240,000; Full time

Job summary

LVI Associates is seeking a Senior Director of Customer Account Management in Cleveland, OH to lead the post-sale organization focused on client retention, account growth, and operational excellence.

The role will manage and develop the account management team, create a scalable engagement model, and improve renewal performance, contract quality, margins, and overall client experience.

Qualifications

• Bachelor's degree in business, communications, or a related field.
• 10+ years of experience in energy brokerage, retail energy, energy consulting, or a related sector.
• Proven success leading account management, retention, or customer success teams.
• Strong cross-functional experience across sales, pricing, and operations.
• Experience building processes in a growing or evolving organization.

Responsibilities

• Lead, coach, and develop the Customer Account Management team.
• Establish clear expectations, KPIs, and accountability.
• Own renewal strategy and execution across the customer portfolio.
• Improve client retention, contract tenure, and margin performance.
• Identify cross-sell and expansion opportunities within existing accounts.
• Segment accounts and establish appropriate service models.
• Implement consistent client engagement, review, and renewal processes.
• Partner with Sales, Pricing, and Operations to improve handoffs and contract execution.
• Use Salesforce and internal tools to improve forecasting and portfolio visibility.

Skills

Leadership

Account management

Cross-functional collaboration

Sales coordination

Process improvement

Education

Bachelor's degree in business, communications, or related field

Job description

The Senior Director of Customer Account Management will lead the post-sale customer organization, with responsibility for client retention, account growth, and operational excellence.

This leader will manage and develop the account management team, create a scalable customer engagement model, and improve renewal performance, contract quality, margins, and the overall client experience.

Key Responsibilities

• Lead, coach, and develop the Customer Account Management team.
• Establish clear expectations, KPIs, and accountability.
• Own renewal strategy and execution across the customer portfolio.
• Improve client retention, contract tenure, and margin performance.
• Identify cross-sell and expansion opportunities within existing accounts.
• Segment accounts and establish appropriate service models.
• Implement consistent client engagement, review, and renewal processes.
• Partner with Sales, Pricing, and Operations to improve handoffs and contract execution.
• Use Salesforce and internal tools to improve forecasting and portfolio visibility.

Qualifications

• Bachelor's degree in business, communications, or a related field.
• 10+ years of experience in energy brokerage, retail energy, energy consulting, or a related sector.
• Proven success leading account management, retention, or customer success teams.
• Strong cross-functional experience across sales, pricing, and operations.
• Experience building processes in a growing or evolving organization.