National Account Director at Williams

Myrtle Point, Oregon, United States

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$110,000 – $135,000Compensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

N/AIndustries

Requirements

Bachelor’s degree or equivalent experience
Over 8 years’ experience and proven track record as a recognized leader and manager of people in a national or global customer service intensive environment
Demonstrated record in developing operational solutions that permanently resolved poor contract performance or difficult situations
Established accomplishments in delivering on client SLAs, building high-performing teams, and creating client relationships
Excellent client service skills with a service-minded approach; sensitive to client needs, calm and confident in stressful situations
Proven experience managing large teams and knowledge of multiple service lines
At least one year of business development experience
Minimum of five years of successful financial management; understanding of how day-to-day operations and strategic decisions impact client P&Ls
Preference for candidates located in Atlanta, GA; Chicago, IL; Houston, TX; New York, NY; or Washington DC

Responsibilities

Manage a portfolio of multiple accounts (2-7) with gross profit of at least $300,000
Provide people leadership: lead, develop, and empower highly functioning client teams
Oversee selection, induction, development, retention, motivation, and performance of direct and indirect reports
Provide training and development opportunities; serve in a mentoring role for direct reports; ensure managers support their teams similarly
Manage operations staff performance: establish development goals, set business objectives, priorities, and provide ongoing feedback
Encourage a culture of structured succession planning for key roles
Ensure operations leadership: accounts meet or exceed client expectations and SLAs
Ensure operational controls, management information, and reporting requirements are fulfilled
Oversee overall performance metrics of accounts/departments against contract/target or business unit benchmarks
Serve as Engage expert: familiar with all aspects; train managers on proper utilization; set up for new clients; ensure utilization as designed; contribute to ongoing development
Implement strategies to improve and standardize all aspects of operations
Share knowledge, best practices, and solution designs within management teams for continuous business improvement
Execute modifications to organizational design and teams to optimize operations and improve client experience
Investigate and resolve escalated client issues; communicate significant issues to reports
Provide operational oversight for day-to-day performance, address/escalate concerns, ensure core processes align with best practices
Support Senior Account Directors and Managing Directors in sales and account growth initiatives
Work closely with internal teams (Client Operation Directors, Senior Client Operation Directors, Account Directors, Senior Account Directors, Managing Directors) and external client contacts/vendors

Skills

Key technologies and capabilities for this role

Account ManagementTeam LeadershipOperational OversightClient SLA ManagementBusiness DevelopmentFinancial ManagementClient Relationship Building

Questions & Answers

Common questions about this position

What is the salary range for the National Account Director position?

The pay range is $110,000 - $135,000.

Is this role remote, hybrid, or on-site?

The role can be on-site, hybrid, or remote, with preference given to candidates in Atlanta, GA, Chicago, IL, Houston, TX, New York, NY, or Washington DC.

What are the key qualifications and skills required for this role?

Candidates need a Bachelor’s degree or equivalent, over 8 years of leadership experience in customer service, proven track record in resolving performance issues, delivering on SLAs, building teams, managing large teams and multiple service lines, plus financial management and business development experience.

What does the team structure look like for this position?

The role works closely with internal teams including Client Operation Directors, Senior Client Operation Directors, Account Directors, Senior Account Directors, and Managing Directors, and externally with operational client contacts and vendors.

What makes a strong candidate for the National Account Director role?

Strong candidates have over 8 years of proven leadership in customer service, experience managing portfolios with at least $300,000 gross profit, building high-performing teams, delivering on SLAs, and financial management skills.