Director of Enterprise Account Management

Job Description:

• Lead, support, and develop a team of Enterprise Account Managers, Customer Service Representatives, and Data Analysts.
• Interview, hire, onboard, train, coach, and mentor team members.
• Lead weekly team meetings and conduct regular one-on-one coaching meetings.
• Support retention of key client relationships and identify expansion and revenue-growth opportunities.
• Build long-term relationships with enterprise client decision-makers and stakeholders.
• Serve as liaison between enterprise clients and franchise teams.
• Resolve escalated client concerns.
• Coach franchise partners and operations teams on service recovery, issue resolution, retention, and account growth.
• Lead and support Quarterly Business Reviews and strategic client conversations.
• Ensure account activity, service plans, and operational plans are accurately documented in the CRM.
• Oversee Master Service Agreement terms, renewals, price increases, and contractual requirements.
• Analyze account and departmental performance, identify trends, and refine strategies.
• Partner with Franchise Support, Legal, Operations, and Marketing.
• Improve policies, procedures, workflows, and service-delivery practices.
• Travel up to 30% to support client relationships, franchise teams, and business priorities.
• Perform other duties as assigned.

Requirements:

• A bachelor’s degree or equivalent experience in B2B sales, account management, customer success, business development, or a related field.
• Experience leading, coaching, and developing client-facing teams.
• Demonstrated ability to retain and grow complex B2B client relationships.
• Strong verbal and written communication skills.
• Ability to build trust, credibility, and rapport with clients, team members, franchise partners, and internal stakeholders.
• Sound judgment and strong decision-making skills.
• Ability to remain calm and professional in challenging or escalated situations.
• Passion for training, mentoring, and helping others succeed.
• Excellent organization, follow-through, time-management, and prioritization skills.
• Experience using CRM systems and maintaining accurate account activity, client communications, and opportunity records.
• Proficiency in Microsoft Office, including Excel, Word, and Outlook.
• Positive, helpful, and service-focused approach.

Benefits:

• Bonus compensation
• Medical insurance
• Dental insurance
• Vision insurance
• Life insurance
• Short-term disability insurance
• Long-term disability insurance
• Paid time off (PTO)
• 401(k)
• Flexible work atmosphere
• Continual learning and development
• Paid time to support charities of choice