Account Director

Summary

Join CommerceIQ as an Account Director and become a strategic leader driving customer satisfaction, adoption, and retention. Leveraging your deep understanding of the CPG/retail industries and exceptional leadership skills, you will manage complex customer relationships at the executive level. This role blends customer success and product management, helping invent AI-driven customer success strategies. You will oversee a $5M portfolio of key customers and report to the VP of Customer Success. This remote position is based in the New York tri-state area or Atlanta, GA. Apply only if you are located in these areas.

Requirements

• 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

Responsibilities

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

Preferred Qualifications

• Engineering/Economics degrees are a plus
• MBA is highly preferred
• 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

Benefits

• Comprehensive medical, vision, and dental coverage
• A 401(k)-retirement plan
• 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