Director of Account Management

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About COURSER

COURSER accelerates the growth of IT service provider companies. We forge dynamic partnerships, leveraging our values of Teamwork, Service, Growth‑Mindedness, Trust, and Innovation to deliver impactful solutions and phenomenal customer experiences. If you thrive in a fast‑paced IT environment, join our rapidly expanding team and contribute to our ongoing success.

Director, Account Management

The Director of Account Management is responsible for overseeing the retention and growth of existing clients within a portfolio of Courser brands (GEOs). This role centers on building lasting relationships, ensuring client satisfaction, and driving organic growth through strategic account management. The Director will work closely with service teams to deliver a seamless customer experience, from onboarding and strategic business reviews to ongoing budgeting and client success initiatives.

• Manage a portfolio of Courser GEOs, focusing on retention and organic growth.
• Develop and execute strategies to maximize client satisfaction, loyalty, and lifetime value.
• Collaborate with service teams to ensure a smooth customer journey, including onboarding, strategic business reviews, and ongoing support.
• Conduct regular business reviews with clients to identify growth opportunities and address challenges.
• Partner with key clients to understand their business goals and align the geo solutions to support their success.
• Manage the Code Red program in the region, partnering with service teams to resolve cure plans and ensure rapid issue resolution for at‑risk clients.
• Support new product launches, collaborating with cross‑functional teams to expand client wallet share and drive adoption among existing accounts.
• Track and report on key account metrics, including retention rates, client growth, and satisfaction scores.
• Lead initiatives to improve the client experience, proactively addressing issues and ensuring high levels of service.
• Mentor and develop account management professionals, fostering a collaborative and client‑centric environment.
• Communicate client feedback and needs to internal stakeholders for continuous improvement of products and services.
• Prepare regular reports on account performance, client trends, sales forecasts, and opportunities for growth.

• Client retention rate across managed portfolio.
• Client satisfaction scores and Net Promoter Score (NPS).
• Successful completion of strategic business reviews and onboarding processes.
• Achievement of budget adherence and client success milestones.

• Bachelor’s degree in Business, Marketing, or related field (MBA or advanced degree preferred).
• 5+ years of experience in account management, client success, or related roles, with at least 3 years in a leadership position.
• Proven success in managing client portfolios to achieve high retention and growth.
• Strong analytical, strategic thinking, and problem‑solving skills.
• Exceptional communication and interpersonal abilities.
• Experience collaborating with service and support teams to deliver outstanding customer experiences.
• Willingness to travel within the region as required.
• Leadership:
  Ability to inspire and lead a high‑performing account management team.
• Client Success Orientation:
  Commitment to delivering outstanding customer service and relationship management.
• Strategic Vision:
  Skilled in setting strategic goals and ensuring team alignment with company objectives.
• Analytical Ability:
  Proficient in analyzing account metrics and leveraging data for decision‑making.

At COURSER, we prioritize the personal and professional development of our employees. We offer best‑in‑class training, mentorship, and clear self‑promotion paths to help you grow. We foster a culture of innovation and encourage challenging the status quo. With teams located across the country, we leverage a wealth of knowledge and a collaborative spirit, eager to share and grow together.

• Competitive benefits package, including medical, dental, vision, and life insurance.
• 401(k) company match.
• Flexible vacation time*.
• 10 Holidays including…