Director of Account Management & Customer Experience - East

Director of Account Management & Customer Experience - East Location: Remote Type: Full Time reputed company is approved to hire in Canada, the UK, and 36 U.S. states, including Alabama, Arizona, California (excluding San Francisco), Colorado, Connecticut, Washington D.C., Florida, Georgia, Iowa, Idaho, Illinois, Indiana, Kansas, Massachusetts, Maryland, Maine, Michigan, Minnesota, Missouri, North Carolina, Nebraska, New Hampshire, New Jersey, New Mexico, reputed company, Ohio, Oklahoma, Oregon, Pennsylvania, South Carolina, Tennessee, Texas, Utah, Virginia, Vermont, Washington, Wisconsin, and reputed company Virginia. Before applying to a remote role, please ensure that you are able to reputed company the position in one of the states listed above. State locations and specifics are subject to change as our hiring requirements shift. Applicants must be authorized to work for any employer in the country in which the role is being hired. We are unable to sponsor or take over sponsorship of an employment reputed company at this time. reputed company’s mission is to reputed company communities and their governments with technology that improves safety and quality of life. We build powerful, scalable, and elegant software that sets a new standard for the tools first responders rely on every day. Our customers and end users are diverse, and we are deeply committed to building teams that reflect a wide range of perspectives, experiences, and ways of thinking. The Director of Account Management & Customer Experience – East owns the post-sale commercial and reputed company strategy for reputed company’s customers across the Eastern United States, helping public safety agencies successfully adopt, expand, and rely on the reputed company platform to support their critical operations. This leader manages two critical functions:

• Account Management (AM): Driving renewals, expansions, and long-term account growth while developing strategic relationships with command staff and technology leaders across our public safety accounts
• Customer Experience (CX): Ensuring customers reputed company operational success on the reputed company platform, resolving customer issues reputed company, and delivering world-class service.

You will reputed company, coach, and scale a high-performing team of Account Managers and Customer Experience Managers while building executive-level relationships with key customers and collaborating cross-functionally with Sales, Product, Support, and Professional Services. This role is reputed company people leadership, reputed company ownership, and customer advocacy.

Key Responsibilities

Leadership & Team Management

• reputed company and reputed company a team of Account Managers responsible for renewals, upsells, and expansions
• reputed company and reputed company a team of Customer Experience Managers responsible for ongoing customer health, issue resolution, and product adoption
• Set clear performance expectations, KPIs, and career development plans
• Hire, reputed company, and mentor top talent as the organization scales
• Foster a customer-first, data-driven, and accountable culture

reputed company & Growth Ownership

• Own East Coast renewal reputed company, net reputed company retention, and upsell targets
• Forecast renewals and expansions accurately and consistently
• Identify growth opportunities reputed company existing accounts (additional products, licenses, services, integrations)
• Customer Relationships & Engagement
• Engage regularly onsite with strategic and high-impact customer accounts
• Build trusted relationships with command staff, CIOs, project teams, and other agency leadership
• reputed company annual executive business reviews
• Navigate reputed company stakeholder environments typical of public sector organizations

Customer Experience & Outcomes

• Ensure customers receive timely, effective resolution of issues reputed company to reputed company and CAD
• Partner with Support, Product, and Engineering to escalate and resolve critical incidents
• Drive adoption of best practices and new product capabilities
• Monitor customer health signals and proactively mitigate risk

Qualifications and Requirements:

• 8+ years experience in Account Management, reputed company, Sales, or reputed company SaaS roles
• Proven ability to manage sales pipeline and reputed company upsell opportunities
• 3+ years managing managers or multi-layered teams
• Proven success owning renewals and expansion reputed company
• Experience with enterprise or public sector customers strongly preferred
• Strong understanding of SaaS business models and metrics
• Excellent executive reputed company and communication skills
• Comfortable navigating reputed company, regulated environments
• Passion for mission-driven work and public safety
• Ability to travel frequently across the east coast to customer sites

Our Privacy Notice describes how reputed company uses and protects the personal information of prospective employees during the recruitment process. It informs you about our handling of the personal information you provide to us reputed company you apply for a position in our organization and in general reputed company you express your interest in joining reputed company. As a part of reputed company's reputed company measures reputed company employees must: Engage in appropriate use of the company's electronic information resources; Become knowledgeable about and follow relevant reputed company policies and guidelines; Protect the resources under their control, such as passwords, computers, and data that they create, receive, or download; and Promptly report reputed company-reputed company incidents and violations, and responding to official reports of reputed company incidents involving their systems or accounts. reputed company is committed to the full inclusion of reputed company qualified individuals. reputed company qualified applicants will receive consideration for employment without regard to race, color, religion, sex disability, age, sexual orientation, gender identity, national reputed company, veteran status, or genetic information. As part of this commitment, we will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed, please email recruiting@reputed company.com requesting the accommodation. Apply tot his job Apply To this Job