Director Global Account Management
WFA Digital Insight
As the remote job market continues to evolve, demand for skilled account managers has surged, with a 25% increase in global listings over the past year. Loadsmart, a logistics tech unicorn, is at the forefront of this trend. With its commitment to innovation and customer-centric approach, this company stands out in the industry. To succeed in this role, candidates will need to leverage their expertise in CRM platforms like Salesforce, as well as their ability to drive revenue retention and expansion. Before applying, candidates should be prepared to showcase their strategic thinking, executive presence, and data-driven decision-making skills.
Job Description
About the Role
The Director of Global Account Management is a critical leadership position at Loadsmart, responsible for driving revenue growth and customer satisfaction across the company's global client base. This role entails developing and executing a comprehensive account management strategy, fostering a culture of accountability and customer obsession within the team, and serving as the executive voice for key customer relationships. The successful candidate will report to the SVP of Customer Experience and collaborate closely with Sales, Product, and Marketing to ensure a seamless customer journey.As a seasoned account management professional, you will be responsible for leading, mentoring, and developing a team of regional and senior account managers across multiple geographies. Your expertise in CRM platforms, particularly Salesforce, will be essential in driving revenue retention and expansion. You will also be expected to analyze account performance data and market trends to inform strategy, identify risks early, and surface growth opportunities.
The ideal candidate will have a strong executive presence, with a demonstrated ability to build and sustain C-suite relationships. You will be expected to represent the voice of the customer internally, advocating for product improvements and service enhancements based on client feedback.
What You Will Do
- Lead, mentor, and develop a team of regional and senior account managers across multiple geographies
- Develop and execute a comprehensive global account management strategy, including retention targets, net revenue retention (NRR), upsell/cross-sell playbooks, and executive relationship programs
- Serve as an executive sponsor for a defined set of strategic global accounts, building deep C-suite and VP-level relationships in partnership with Sales
- Collaborate with Sales, Product, and Marketing to ensure a seamless customer journey from initial sale through renewal and expansion
- Develop and implement scalable processes, tools, and frameworks that improve account health, increase customer lifetime value, and reduce churn
- Analyze account performance data and market trends to inform strategy, identify risks early, and surface growth opportunities
- Partner with regional leaders to ensure consistent execution of account management practices across diverse global markets and customer segments
- Represent the voice of the customer internally, advocating for product improvements and service enhancements based on client feedback
- Build and present regular business reviews (QBRs/EBRs) at the executive level, both internally and with key client stakeholders
- Drive forecasting accuracy and pipeline visibility for renewal and expansion revenue
What We Are Looking For
- 8+ years of experience in account management, customer success, or enterprise sales, with at least 4 years in a leadership role managing global or multi-regional teams
- Proven track record of meeting or exceeding NRR, retention, and expansion targets in a fast-moving startup environment
- Strong executive presence with demonstrated ability to build and sustain C-suite relationships
- Experience working with large, complex enterprise accounts across multiple industries and geographies
- Excellent cross-functional collaboration skills, comfortable influencing without authority across Sales, Product, Marketing, and Operations
- Data-driven mindset with proficiency in CRM platforms (Salesforce preferred) and experience using analytics to drive decisions
- Outstanding communication, negotiation, and presentation skills
- Ability to travel internationally as required (up to 20%)
- Experience in logistics or global supply chain is a strong plus
Nice to Have
- Experience with Excel and other data analysis tools
- Knowledge of the logistics and transportation industry
- Certification in sales or account management (e.g., CPSA, CPM)
- Experience with project management tools and methodologies
Benefits and Perks
- Competitive base salary
- Incentive bonus structure
- Stock options and equity
- Comprehensive benefits package, including health, dental, and vision insurance
- Remote work stipend and flexible work arrangements
- Opportunities for professional growth and development
- Access to cutting-edge technology and tools
- Collaborative and dynamic work environment
- Recognition and rewards for outstanding performance
How to Stand Out
- Develop a strong understanding of CRM platforms, particularly Salesforce, to drive revenue retention and expansion.
- Showcase your ability to build and sustain C-suite relationships, with a strong executive presence.
- Highlight your experience in developing and executing comprehensive account management strategies.
- Be prepared to discuss your approach to data-driven decision-making and your experience with analytics tools.
- Emphasize your ability to collaborate with cross-functional teams, including Sales, Product, and Marketing.
- Prepare examples of your experience in managing global or multi-regional teams, and your approach to fostering a culture of accountability and customer obsession.
- Research Loadsmart's company culture and values, and be prepared to discuss how your skills and experience align with them.
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