Director of Account Management

[Trustwell](https://www.trustwell.com/) is looking for ambitious, energetic problem-solvers who enjoy a fast-paced team environment filled with challenges and career growth opportunities in a rapidly growing tech firm. Trustwell is on a mission to change the food industry. Combining FoodLogiQ’s supply chain management software with Genesis’ nutritional analysis and label development solution, the Trustwell Connect platform creates the food industry’s only full-scale solution connecting product development and regulatory-compliant labeling with supplier compliance, enhanced traceability, and automated recall management. From food and supplement manufacturers to retail grocers and restaurant chains, more than 2,500 food companies around the world use Trustwell software as their trusted source for compliance and quality solutions in the food industry. For more information, visit https://www.trustwell.com. * * * **Role: Director of Account Management** **FLSA:** Full Time | Exempt | Salaried | Remote (US) **Reports to:** Chief Customer Officer **Scope of Position:** As the Director of Account Management, you will be responsible for the retention, growth, and overall satisfaction of Trustwell's customer portfolio across SMB, Mid-Market, and Enterprise Accounts. This role leads both the Account Management team, responsible for renewals and expansion opportunities, and the Key Account Management team, responsible for developing executive-level relationships and driving renewal, upsell, and cross-sell strategies within Trustwell's most strategic customers. You will play a critical role in building strong client partnerships, maximizing customer value, and driving revenue growth through customer retention and expansion. This position offers an exciting opportunity to lead high-performing teams and contribute directly to the growth and success of Trustwell. This role carries accountability for achieving Gross Revenue Retention (GRR), Net Revenue Retention (NRR), and expansion targets through strong teamleadership, disciplined portfolio management, accurate forecasting, and operational excellence. **Essential Duties & Responsibilities including but limited to:** - Lead, coach, and mentor the account management team to consistently achieve renewal and growth goals, while fostering a culture where customer retention and expansion are always top priorities. - Work with the team to develop and implement strategic account plans to foster long-termpartnerships with key clients. - Own renewal, retention, upsell, and cross-sell performance across the account portfolio, with accountability for achieving revenue retention and expansion targets. - Lead and hold the account management team accountable for individual renewal and growth performance, while owning the overall team revenue goals. - Own the accuracy of the renewal portfolio, ensuring all renewal opportunities, churn risks, - expansion opportunities, and account plans are proactively identified, documented, and managed. - Establish and maintain disciplined forecasting processes, providing accurate weekly, monthly, and quarterly projections for renewals, retention, churn, upsell, and cross-sell performance. - Conduct regular portfolio reviews with Account Managers and Key Account Managers to assess renewal risk, validate forecasts, identify expansion opportunities, and ensure execution. - Collaborate with cross-functional teams, including sales, product development, and customer support, to ensure a unified approach to customer success. - Analyze customer data and feedback to identify areas for improvement and drive continuous enhancement of our products and services. - Drive a mindset of accountability, continuous improvement, and customer-centric growth across the account management team. - Establish a proactive operating cadence around account health, renewal forecasting, customer engagement, and risk mitigation to drive strong gross revenue retention (GRR) performance and minimize chur…