Account Strategy Director Account Management United States (Remote)
About the position Responsibilities
- Partner with Regional Vice Presidents of Majors and Enterprise Sales (RVPs) of Account Management to define and execute account-specific strategies that address customer goals and business outcomes.
- Conduct in-depth research to tailor custom value propositions, presentations, and business cases targeting key decision-makers within high-value accounts.
- Align internal teams (Sales Impact, Solution Consultants, Professional Services, Marketing, and CX Advisory) to deliver holistic solutions.
- Align onboarding processes with the customer's desired business outcomes by clearly defining success metrics, milestones, and key use cases.
- Implement a phased enablement approach that includes guided walkthroughs, hands-on training, and knowledge transfer sessions to drive adoption.
- Establish early warning signals by monitoring adoption patterns and customer engagement levels.
- Conduct regular Quarterly Business Reviews (QBRs) to align Five9's solutions with evolving customer needs, demonstrate ROI, and showcase continuous improvements based on customer feedback.
- Develop ongoing success plans that map out long-term growth opportunities, ensuring that customers are consistently deriving value.
- Cultivate customer advocacy by identifying power users and turning them into champions.
- Identify expansion opportunities by aligning Five9's solutions with the customer's evolving business objectives.
- Establish a strategic growth plan by starting with a strong initial use case and progressively expanding adoption across additional departments, geographies, or use cases.
- Foster relationships with key stakeholders, ensuring continued executive sponsorship and engagement.
- Monitor customer life-cycles and key performance indicators (KPIs) including revenue growth, customer retention and satisfaction (NPS).
- Work with the RVPs to conduct account reviews and continuously refine strategies for growth, retention and advocacy.
- Manage CRM data and dashboards to ensure accurate reporting and insights for leadership.
Requirements
- 8+ years of experience in Account Strategy, Enterprise Sales, Customer Success or Strategic Account Management, preferably within SaaS or technology sectors.
- Proven success in managing high-value B2B accounts and driving revenue growth through tailored sales strategies.
- Experience collaborating across departments (Sales, Marketing, Product, and Services) to execute strategic plans.
- Knowledge of Winning by Design methodologies and experience implementing structured frameworks for growth.
- Proficiency in CRM tools, analytics, and developing actionable insights for continuous improvement. Nice-to-haves
- Strong strategic and critical thinking skills.
- Experience in sales, solutions consulting and/or business consulting.
- Excellent relationship-building skills, with a track record of engaging senior stakeholders and driving consensus.
- Analytical and data-driven mindset with experience in opportunity planning and project management.
- Strong collaboration skills with experience working across Sales, Marketing, Product, and Customer Success teams.
Benefits
- Health, dental, and vision coverage, beginning on the first day of employment.
- Five9 covers 100% of the employee portion of the health, dental and vision coverage and shares a high portion of the dependent cost.
- Short & Long-Term Disability, Basic Life Insurance, and a 401k saving plan with employer matching.
- Access to an innovative mental health support platform that offers personalized care and resources.
- Generous employee stock purchase plan.
- Paid Time Off, Company paid holidays, paid volunteer hours and 12 weeks paid parental leave. Apply tot his job
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