Account Director

Summary

Join SugarCRM as a Global Account Director and oversee strategic management of major global accounts, ensuring satisfaction, retention, and expansion across multiple countries. Develop and maintain strategic relationships with key stakeholders, understanding their business needs to align services effectively. Work closely with global Sugar teams for unified account management, tailoring strategies to regional differences. Act as a customer advocate, gathering feedback and communicating needs across teams to guide product development and marketing. Collaborate across Sugar to ensure seamless renewals and expansions, partnering with marketing and product teams to refine offerings. Track and analyze key account metrics, preparing comprehensive reports for executive leadership. Serve as the escalation point for issue resolution, maintaining customer trust and satisfaction. This role requires strong global business understanding, expert communication, and navigating complex organizational structures.

Requirements

• 7+ years of experience in customer success, account management, or a related field, with at least 3 years in a role managing large, global accounts
• Strong understanding of global market dynamics and cultural sensitivities
• Exceptional communication and interpersonal skills
• Proven track record of successfully managing large, complex customer accounts
• High level of strategic thinking and analytical skills

Responsibilities

• Develop and maintain strategic relationships with key stakeholders within large global accounts
• Understand their business goals, processes, and challenges to align our services with their strategic needs
• Work closely with Sugar teams across different regions to ensure a unified approach to account management
• Tailor strategies to accommodate regional differences in business practices, culture, and regulatory environments
• Act as the voice of the customer within the company
• Gather feedback and communicate customer needs and insights across product, sales, and marketing teams to help guide the direction of product development and marketing strategies
• Collaborate throughout Sugar to ensure account renewals and expansions are executed seamlessly
• Partner with marketing and product teams to help create and refine offerings that meet the diverse needs of global customers
• Track and analyze key account metrics across regions
• Prepare and deliver comprehensive reports detailing account status, risks, and opportunities to executive leadership
• Serve as the escalation point for resolving any issues or challenges faced by customers
• Ensure prompt and effective resolution to maintain customer trust and satisfaction

Benefits

• Excellent healthcare package for you and your family
• Savings and Investment – 401(k) match
• Unlimited Paid Time Off
• Paid Parental Leave
• Online Legal Services (Rocket Lawyer)
• Financial Planning Services (Origin)
• Discounted Pet Insurance (Embrace Pet Insurance)
• Corporate Benefit Program (Working Advantage). This benefit offers you exclusive travel and entertainment offers and special discounts that are not available to the general public
• Health and Wellness Reimbursement Program
• Travel Discounts
• Educational Resources - Career & Personal Development Program
• Employee Referral Bonus Program
• We are a merit-based company - many opportunities to learn, excel and grow your career!