Director, Enterprise Account Management

Summary

Join Upwork as a Director of Account Management to lead the Enterprise Segment, delivering business results and maximizing customer value. Lead and develop high-performing Account Management teams, setting strategic direction and driving growth. Responsibilities include owning segment-level targets, forecasting, and proactively addressing performance gaps. You will build strong customer relationships, leverage data for informed decision-making, and collaborate with cross-functional teams. The ideal candidate possesses extensive leadership experience, a proven track record of exceeding quotas, and exceptional communication skills. Upwork offers a competitive salary and benefits package, including comprehensive medical coverage, unlimited PTO, a 401(k) plan, paid parental leave, and an Employee Stock Purchase Plan.

Requirements

• 1+ years of second-line leadership experience
• 5+ years of people leadership experience with quota-carrying Account Management, Sales and/or Account Executive teams
• Proven track record of meeting/exceeding quota and strong business acumen
• Strong leadership and coaching abilities, with experience developing high-performing teams that operate as trusted advisors to customers
• Exceptional communication and executive presence, with the ability to influence senior stakeholders and decision-makers
• Excellent data-driven problem solver, thrives in ambiguous fast-paced environment, anticipates challenges, and handles unknown gracefully
• Strong sense of ownership, bias for action, and resilience - you are scrappy, will roll up your sleeves and can make things happen
• Equally comfortable discussing long-term strategy of the business, while also diving into the details of a challenging situation or personally ‘fixing’ a broken process

Responsibilities

• Lead the entire Expand Segment consisting of several Account Management teams: hire, coach, motivate and empower teams and leaders to deliver business results and achieve customers’ goals
• Own segment-level growth targets, existing customer spend retention and contract renewals, including a rigorous operational bottoms-up Forecasting cadence
• Define strategic direction for the Enterprise Segment ensuring our teams continuously evolve to meet the needs of our customers, our product capabilities & Upwork priorities
• Take ownership of team performance, proactively identifying gaps and implementing corrective actions to drive growth and retention
• Leverage data to understand and drive our business, build new processes and best practices to improve customer experience, and team’s effectiveness and efficiency
• Develop relationships with senior stakeholders at our customers, navigate complex situations, coach internal teams and make decisions leading to successful outcomes
• Maintain deep understanding of the talent/workforce management/staffing market trends
• Actively participate in full product feedback loop - provide thoughtful product feedback to R&D teams, and represent product roadmap and vision to the customer
• Work effectively with cross-functional partners like Customer Success, Professional Services (Classification, Managed Services Delivery, etc), Support, Marketing, and R&D
• Exercise sound judgment, customer-centricity, and bias for action in resolving issues through effective and collaborative problem-solving, appropriate escalations

Preferred Qualifications

Experience with Staffing/Contingent workforce, VMS/MSP, HR tech, Talent Acquisition industries a plus, as well as with SaaS and consumption-driven business models

Benefits

• Comprehensive medical coverage for you and your family
• Unlimited PTO
• A 401(k) plan with matching
• 12 weeks of paid parental leave
• An Employee Stock Purchase Plan