Director, Account Management
Remote3h ago
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Key details
- Location
- Remote
- Work style
- Remote
- Level
- Lead / Staff+
- Job type
- Full-time
- Experience
- 10–13 yrs
- Function
- Sales & Solutions
- Focus area
- other
- Posted
- 3h ago
Skills
About the role
HOW YOU’LL MAKE AN IMPACT
The Director of Account Management is a hands-on commercial leader and people manager who will build and lead USGBC/GBCI's account management capability, directly leading the Customer Account Management and Channel Partner Account Management teams.
The Director will drive revenue growth within the existing customer, member, and partner base, leading the team to expand customers' adoption of the USGBC/GBCI portfolio while protecting retention, renewals, and partner contribution.
You'll establish account and partner planning standards, coach account teams, and turn enduring relationships into expanded adoption that extends beyond an individual project or certification transaction.
This is a global leadership position responsible for account management strategy, team performance, customer retention, revenue expansion, and channel partner engagement across all regions where USGBC/GBCI operates.
You will directly supervise Customer Account Managers and Channel Partner Account Managers, establishing consistent account management practices while supporting regional market needs and commercial priorities.
The Director of Account Management reports to the Global Head of Market Development and works in close partnership with Regional Directors and Market Leads, the Director of Sales Operations, Client Solutions and Customer Service, and the Product, Marketing, and Finance teams.
While the position will be based remotely in the United States, the Director will provide global leadership and collaborate with account management team members and cross-functional partners across different countries, regions, and time zones.
Key Responsibilities
- Global Account Management Leadership and Team Development: Establish the charter, role expectations, operating priorities, and service commitments for Customer Account Management and Channel Partner Account Management. Recruit or develop approved capacity, coach and assess staff, manage workload across portfolios, and build repeatable practices as the capability matures. Provide direct people leadership, performance management, and professional development for account management team members supporting all global regions.
- Revenue Expansion, Retention, and Renewal Performance: Own team targets for expansion revenue, customer retention, renewals, and partner contribution. Allocate approved targets across account managers, monitor account health, churn risk, and expansion potential, and hold the team accountable for pipeline, conversion, and revenue outcomes. Establish consistent global performance expectations while accounting for regional market conditions, customer portfolios, and approved commercial priorities.
- Account Growth and Expansion Pipeline: Lead the team in identifying upsell and cross-sell opportunities within existing accounts, including additional memberships, project registrations and certifications, credentials, education, performance verification, and portfolio-wide programs. Ensure Account Managers qualify customer needs and business cases, engage Client Solutions to validate product fit, and advance opportunities to close. Conduct regular pipeline reviews focused on expansion conversion and deal progress. Support cross-regional customer growth opportunities and coordinate commercial engagement when accounts operate in multiple markets.
- Account and Partner Planning Standards: Define account tiering, account plans, whitespace and cross-sell analysis, stakeholder maps, partner joint business plans, and review cadences. Lead regular account and partner reviews assessing relationship depth, account coverage, risk, untapped product opportunities, and growth priorities. Implement consistent global account and partner management standards, with appropriate flexibility for regional customer needs and market conditions.
- Strategic Customer and Enterprise Relationship Management: Serve as executive sponsor for significant customer and partner relationships. Engage senior executives and procurement stakeholders, coordinate multi-property and cross-region account strategies, and support Account Managers in negotiating and closing significant multi-product and portfolio-wide agreements. Provide executive-level oversight of strategic global and multinational accounts, ensuring coordinated commercial engagement and clear account ownership.
- Commercial Handoffs and Cross-Functional Coordination: Partner with Regional Directors and Market Leads to define handoff criteria from new-customer acquisition to account management, confirm one commercial owner for each opportunity, and coordinate joint pursuits to prevent conflicting commitments or parallel outreach. Establish clear global handoff and escalation practices between market development, customer account management, channel partner account management, and client solutions.
- Channel Partner Strategy and Performance: Set partner segmentation, recruitment priorities, activation standards, and engagement rules for service providers and channel partners. Ensure partner-sourced and partner-influenced business is recorded and credited according to approved attribution rules. Work with partners to identify growth opportunities within shared accounts. Oversee channel partner account management across all regions, ensuring consistent partner engagement, commercial accountability, and coordination with regional market development leadership.
- Customer Outcomes, Product Adoption, and Market Intelligence: Work with Client Solutions and Customer Service to maintain visibility into customer onboarding, agreed outcomes, and service escalations. Provide structured customer and partner insights to Product and Marketing regarding unmet needs, adoption barriers, and growth opportunities. Use customer and partner feedback from global markets to inform account strategy, product adoption initiatives, and continuous improvement.
- Forecasting, Reporting, and Sales Operations Partnership: Forecast expansion and retention revenue within the approved Sales Operations forecasting process. Ensure Salesforce account, partner, and opportunity records are accurate and current. Report portfolio performance to the Global Head of Market Development and organizational leadership. Partner with the director of sales operations on CRM governance, reporting standards, commercial attribution, and forecasting processes, while retaining direct accountability for account management team performance and results.
- Commercial Decision-Making, Governance, and Escalation: Manage team performance, assign accounts and partners within approved coverage rules, establish account and partner planning standards, approve team plans, and make commercial decisions within delegated authority. Recommend team targets, segmentation, staffing, incentive design, bundled offers, and partner program changes. Escalate disputed ownership, attribution issues, material account risks, channel conflicts, and contract, pricing, or service exceptions to appropriate approvers. Ensure consistent global commercial governance while respecting approved regional requirements, decision-making authority, and organizational policies.
Assessment Notice
- Candidates who advance in the interview process will be required to complete an assessment, more details will be provided as the time approaches.
REQUIRED QUALIFICATIONS
Experience
- A minimum of 10 years of progressively responsible experience in B2B account management, customer success, channel or alliance management, or consultative sales.
- At least five years of direct responsibility for account growth, retention, or partner revenue.
- At least three years of direct people-management experience leading account or partner teams.
- Demonstrated track record of leading teams that meet or exceed account growth, expansion revenue, retention, and renewal targets across complex, enterprise, or multi-site customer portfolios.
- Experience in a multi-region, multi-product, or membership-based organization with both direct and partner-led business models.
- Background working with building owners and operators, commercial real estate, sustainability consultants, design firms, certification ecosystems, or other complex professional-service portfolios.
- Expertise in consultative, value-based selling to existing customers, including whitespace analysis, multi-product solutions, and developing business cases for expanded adoption.
- Experience building, scaling, or materially improving an account management or partner program, including account planning standards, review practices, and engagement rules.
- Practical experience in executive relationship management, account planning, opportunity qualification, forecasting, and negotiation within delegated authority.
- Understanding of partner-led business models, joint business planning, channel conflict resolution, and credible attribution of partner contribution.
- Demonstrated experience leading or coordinating account management activities across multiple regions, geographic markets, or international customer portfolios.
- Experience leading geographically distributed teams and collaborating with cross-functional stakeholders across different time zones and cultural environments.
- Experience building or transforming account management functions, including defining team structures, performance expectations, account segmentation, and commercial governance.
Education
- Bachelor's degree in business administration, marketing, international business, finance, communications, or a related field required.
- Master's degree in business administration (MBA), international business, or a related discipline preferred.
Technology/System(s)
- Proficiency with Salesforce or a comparable CRM platform, including using data to manage portfolios, forecast revenue, and drive team performance.
- Advanced proficiency with CRM account and opportunity management, sales forecasting, pipeline reporting, and customer portfolio analytics.
- Proficiency with Microsoft 365 applications, including Excel, PowerPoint, Word, Outlook, teams, and SharePoint, or comparable business productivity and collaboration platforms.
- Experience using sales reporting and business intelligence tools, such as Microsoft Power BI, tableau, or comparable platforms, to evaluate customer retention, revenue expansion, and account performance.
- Experience using customer account planning, partner relationship management, or customer success platforms to support account health monitoring and commercial execution.
- Ability to use digital collaboration and virtual meeting tools to lead global teams and engage international customers and partners.
Skills
- Strong coaching, change leadership, cross-functional influence, prioritization, and executive communication skills.
- Demonstrated ability to establish operational standards while managing active customer and partner portfolios.
- Strong consultative selling, negotiation, and executive relationship management skills.
- Excellent written and verbal communication skills, including the ability to present to senior leaders and external stakeholders.
- Strong analytical, financial, and commercial decision-making skills.
- Ability to manage competing priorities, complex customer relationships, and commercial escalations.
- Strong organizational skills and attention to detail, with the ability to maintain accountability for team performance.
- Ability to lead, coach, and develop geographically distributed account management teams while establishing consistent performance expectations.
- Ability to balance global account management standards with regional commercial needs and customer expectations.
- Strong financial and commercial acumen, including the ability to evaluate retention, renewal performance, expansion revenue, customer lifetime value, and partner contribution.
- Ability to collaborate effectively with global market development leadership, regional directors, market leads, and cross-functional partners.
- Commitment to the USGBC and GBCI missions.
Credentials/ Certifications
- Strategic account management training or certification, such as SAMA, IMPACT Selling, or comparable commercial training, is preferred.
- Working knowledge of LEED and the green building marketplace, with a preference for candidates holding a current LEED credential.
- LEED Green Associate or LEED AP credential preferred, but not required.
- Relevant professional certifications in customer success, channel partner management, or sales leadership are a plus.
ABOUT OUR TOTAL REWARDS PACKAGE
Salary
Final compensation and benefits will be confirmed at the time of offer and may vary based on factors such as internal equity, relevant experience, qualifications, and employment status. Please note that salary negotiations will not extend beyond the top of the internal salary range.
We offer you:
- Competitive compensation
- 401(k) with employer matching
- Professional development reimbursement
- We offer a healthcare plan through Cigna that includes medical, dental, vision, and prescription drugs. USGBC covers 100% of the premiums and an HRA that will assist you and your dependents in reaching the in-network medical deductible. You will only be responsible for the $300 individual / $600 family up front deductible for medical services before the employer funded HRA will process payments for your in-network claims
- Generous paid time off (12 paid holidays, 9 paid personal sick days and based on career level either 2 to 3 weeks PTO), including operations closed for a full week between Christmas and New Year’s
- 6 weeks paid renewal leave after 7 years of continuous service
LOGISTICS
Location: This position is remote in the U.S.
Work Schedule: Monday to Friday, 9:00 AM to 5:30 PM in candidate’s time zone. Flexibility to collaborate with international teams and stakeholders across different time zones may be required.
Travel: May include domestic or international team meetings, strategic customer and partner engagements, and other organizational events as business needs require.
EEO STATEMENT
U.S. Green Building Council is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, national origin, age, sexual orientation, gender identity or expression, disability status, protected veteran status, or any other characteristic protected by law.
ABOUT US
U.S. Green Building Council (USGBC) is a mission-driven nonprofit dedicated to accelerating and scaling the transformation of the built environment. Through LEED—the world’s most widely used green building rating system— and initiatives likes Greenbuild, the Center for Green Schools and advocacy, USGBC empowers professionals to drive market transformation that advances human and environmental health, climate resilience, and equity.
Green Business Certification Inc. (GBCI) is the world’s leading sustainability and health certification and credentialing body, independently recognizing excellence in performance. GBCI administers project certifications and professional credentials and certificates including LEED, PERFORM, SITES, and TRUE Zero Waste.
We are proud to be globally recognized for our leadership in green building, environmental performance, and sustainable development.
Our Global Impact
- Over 120,000 LEED-certified commercial projects worldwide
- Millions of square feet of certified healthy, efficient, low-carbon space
- Recognition in 180+ countries for innovation in green building and business practices
Why Join Us?
At USGBC and GBCI, you’ll work alongside passionate, mission-aligned professionals who care deeply about people, the planet, and progress. We offer:
- A purpose-driven, inclusive culture
- Opportunities to grow your career and take ownership of meaningful work
- A chance to make a measurable impact on global sustainability efforts
- We’re seeking team members who thrive in collaborative environments, are committed to excellence, and want to build lasting partnerships that drive change in the built environment.
Meet Our Leaders and Learn More about our Mission:
Culture and Values Statement
Working together, each of us advances our mission by respecting all voices, trusting and supporting one another, excelling through collaboration and accountability, and continuously improving ourselves and our organization.