Director, Enterprise Account Management

Position Overview

• Location Type: Remote
• Employment Type: Full-time
• Salary: Not specified

Upwork is the world’s largest work marketplace, connecting businesses with highly skilled professionals worldwide. From entrepreneurs to Fortune 100 enterprises, companies trust Upwork’s platform to access expert talent, leverage AI-powered work solutions, and drive meaningful business outcomes. Upwork’s AI-powered platform has facilitated over $20 billion in economic opportunity for professionals worldwide. With professionals spanning 10,000+ skills, including AI and machine learning, software development, sales and marketing, customer support, finance and accounting, and more, Upwork empowers businesses of all sizes to scale, innovate, and build agile teams.

We are seeking a Director of Account Management to lead our Enterprise Segment. These teams are responsible for delivering business results while helping customers maximize the value of Upwork’s solutions. As a Director of Account Management, you will provide strategic leadership, coaching, and operational discipline to ensure your team operates at the highest level of performance. Your goal is to develop a high-performing team that is successful at strategic customer partnership and influencing customers’ contingent workforce strategies.

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.

Requirements

• 1+ years of second-line leadership experience
• 5+ years of people leadership experience