Sales Director, Strat Acct

Overview

The Sales Director of Customer Experience & Operations is responsible for the operational health, project execution, and long‑term success of the organization’s premier Production Print accounts. Reporting directly to the Sr. Director of Sales for Strategic and National Accounts, this leader serves as the operational backbone for the national sales team. The primary objective of this role is to champion the customer journey, overseeing program management, technical onboarding, and project timelines to ensure seamless execution while removing operational barriers that allow the sales team to focus on growth and the customer to achieve maximum value through software adoption and workflow.

• Lead and develop Program Management teams to ensure high‑standard execution across all strategic accounts and U.S. Sales.
• Leverage proven success models established in Strategic Accounts and expand methodologies to key targeted accounts across the entire U.S. Sales organization.
• Own the end‑to‑end customer onboarding process, ensuring project timelines are met and resources are effectively allocated.
• Manage inventory forecasting and deployment schedules to ensure equipment and solutions are delivered in alignment with customer expectations.
• Identify and resolve internal operational bottlenecks that hinder the sales team or customers from delivering or producing.
• Directly oversee customer experience for accounts representing the majority of the company’s recurring revenue, ensuring retention through proactive health management.
• Define and optimize the post‑sale customer lifecycle to drive high satisfaction and long‑term retention.
• Establish and maintain governance processes, including Executive Business Reviews (EBRs), Quarterly Business Reviews (QBRs), and Customer Health Scoring.
• Manage feedback loops to ensure customer needs are integrated into operational improvements.
• Serve as the senior point of contact for critical service or implementation issues, driving rapid cross‑functional resolution.
• Provide subject‑matter expertise to add credibility to the sales process, demonstrating a deep understanding of complex customer challenges and industry pain points.
• Build high‑level trust and influential relationships at multiple levels within the client organization through a consultative approach.
• Partner with the sales team to identify software opportunities that enhance workflow and increase customer stickiness.
• Ensure that workflow software, digital front ends (DFEs), and professional services are successfully integrated to drive measurable customer ROI.
• Monitor software usage and adoption rates, intervening where necessary to ensure customers fully utilize purchased solutions.
• Support the Sr. Director and Strategic Account Managers by managing the back‑office complexities of large‑scale deals.
• Collaborate with the Sr. Director on performance reporting via CRM (SFDC), providing insights on customer retention, project status, and revenue mix.
• Coordinate with Professional Services and Technical Support teams to ensure the right resources are deployed at the right time.
• Act as the primary liaison between Sales, Professional Services, Supply Chain, and Marketing to ensure a unified customer experience.
• Continuously refine internal policies and procedures related to contract implementation and service level agreements (SLAs).

• Bachelor’s degree in Business, Operations, or a related field.
• 10+ years of experience in Production Print or a high‑tech industry, with a heavy emphasis on operations, project management, or customer success.
• Proven experience managing Project/Program Management teams and supporting high‑level sales organizations.
• Demonstrated ability to influence C‑suite stakeholders and navigate complex political environments within large organizations.
• Strong understanding of workflow software and the technical requirements of production print environments.
• Proficiency in CRM (SFDC) and project management methodologies.
• Willingness to travel up to 50% to support key client implementations and reviews.

Base salary range: $117,790–$190,000 annually. Eligibility for commission under the applicable plan. Eligible for a transportation allowance. The company offers a comprehensive benefits package including medical, dental, vision, 401(k) savings plan, discretionary profit sharing, discretionary success sharing, educational assistance, recognition programs, vacation, and more.

You must be legally authorized to work in the United States. The Company will not pursue or support visa sponsorship.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.