Director of Account Management

Company Overview

Trustwell is an innovative technology company focused on transforming the food industry by providing comprehensive solutions that integrate FoodLogiQ's supply chain management with Genesis' nutrition analysis and label development. The Trustwell Connect platform offers a unique, end-to-end system supporting product development, regulatory labeling compliance, supplier oversight, traceability, and recall management. Over 2,500 food businesses globally rely on Trustwell’s software for ensuring quality and compliance.

Position Summary

The Director of Account Management will oversee the retention, growth, and satisfaction of Trustwell's diverse customer base, including SMB, Mid-Market, and Enterprise clients. Leading both the Account Management and Key Account Management teams, this role drives customer partnership development, renewal, upsell, cross-sell, and revenue expansion. The position plays a pivotal role in meeting gross revenue and net revenue retention goals through strong leadership, forecasting accuracy, disciplined portfolio management, and operational excellence.

Key Responsibilities

• Lead, mentor, and inspire account management teams to meet renewal and growth targets with a customer retention focus.
• Create and implement strategic plans to cultivate long-term relationships with key customers.
• Manage renewal, retention, upselling, and cross-selling activities, ensuring attainment of revenue goals.
• Ensure precise management of renewal portfolios including identifying churn risks and growth possibilities.
• Maintain rigorous forecasting systems and deliver timely and accurate performance projections.
• Regularly review account portfolios with teams to assess risks, validate forecasts, and execute growth strategies.
• Collaborate with sales, product, and support departments to foster a unified customer success approach.
• Analyze client data and feedback to identify improvements for products and services.
• Promote a culture of responsibility, customer-focused growth, and continuous improvement within teams.
• Establish processes for proactive account health monitoring and risk mitigation to optimize revenue retention.
• Engage customers early for renewal planning to minimize revenue loss risks.
• Lead net revenue retention strategies through expansion planning, whitespace identification, and upsell/cross-sell efforts.
• Ensure operational excellence by consistently utilizing CRM, success platforms, and performance tracking tools.
• Build executive-level relationships within strategic accounts and act as a primary escalation contact.
• Keep abreast of industry trends and competitive developments to capitalize on opportunities.
• Perform additional duties as assigned.

Required Skills and Qualifications

• Proven track record in account management, preferably within food safety or a related sector.
• Strong leadership aptitude with experience managing high-performing teams.
• Excellent communication and interpersonal skills to effectively interact with clients and internal teams.
• Analytical skills to interpret customer data and industry trends.
• Strategic thinker capable of developing and executing successful account management plans.
• In-depth knowledge of SaaS lifecycle and key revenue metrics such as net revenue retention (NRR), customer acquisition cost (CAC), and lifetime value (LTV).
• Experience in managing complex customer relationships and growing revenue in a dynamic SaaS environment.
• Proficiency using CRM and customer success platforms for account management and forecasting.
• Exceptional organizational ability and attention to detail managing diverse portfolios.
• Demonstrated skill in forecasting revenues and consistently achieving retention and growth targets.

Education and Experience

• Bachelor's degree in business, marketing, or a related field is required; MBA is advantageous.
• Minimum of 5 years’ relevant experience with at least 3 years in managerial roles within SaaS account management.

Supervisory Duties

• Oversee daily operations and management of the account management team.
• Develop scalable processes to enhance team effectiveness and operational efficiency.

Compensation and Benefits

• Competitive base salary between $140,000 and $150,000 per year with on-target earnings up to $210,000.
• Eligible to participate in the company’s equity program.
• Comprehensive healthcare coverage including medical, dental, and vision plans.
• Additional benefits such as short-term disability, long-term disability, health savings accounts (HSA), and 401(k) plan.
• Paid time off including responsible time off (PTO) and holiday pay.
• Bonus opportunities and excellent opportunities for professional development and growth.

Equal Opportunity Employer Statement

Trustwell is dedicated to creating an inclusive and diverse workplace. All candidates receive equitable consideration regardless of race, sex, sexual orientation, gender identity, color, religion, national origin, age, disability, veteran status, or legally protected status. Accommodations for disabilities during the hiring process can be arranged upon request.