Director of Enterprise Accounts

About the Company

Openworks is a dynamic and innovative company that prides itself on fostering a culture of continuous learning and development. With 40 years in business, OpenWorks has earned year-over-year recognition on the Inc. 5000 and Franchise 500 fastest-growing organizations list. We are committed to empowering our employees and enhancing their skills to drive success in all aspects of sales and customer engagement.

A "Day in the Life" of the Director of Enterprise Accounts

As the Director of Enterprise Accounts, you'll lead your team of Enterprise Account Managers, guiding them to meet client goals and ensuring service excellence. Your day includes strategic planning with the VP of Operations, monitoring account performance, and engaging in client meetings to strengthen relationships. You'll also collaborate with internal teams to ensure operational efficiency and help drive new opportunities within enterprise accounts.

Overview of Responsibilities

• Provide strategic direction and leadership to the Enterprise Account Management team, ensuring alignment with OpenWorks' growth and retention objectives.
• Drive the development of account strategies and oversee the execution of plans that enhance client satisfaction, retention, and revenue growth.
• Set clear goals and performance expectations for the EAM team, fostering a results-driven culture focused on delivering exceptional service and client value.
• Mentor and develop EAMs, ensuring continuous professional growth, and providing guidance on complex account challenges and opportunities.
• Oversee the management of enterprise-level accounts, ensuring proactive engagement to identify growth opportunities and mitigate potential risks.
• Collaborate with the Performance Team to ensure that all client contracts are actively monitored, with renewal strategies initiated at least 12 months prior to expiration.
• Develop and implement client retention strategies, leading the team in addressing client concerns, renegotiating contracts, and expanding service offerings.
• Ensure that all communications, issue resolutions, and requests for services are handled promptly and within established SLAs.
• Drive accountability within the EAM team for achieving performance metrics, including contract renewals, client retention rates, and issue resolution timelines.
• Oversee national SLA management, ensuring that performance metrics and targets are consistently met or exceeded.
• Partner with the Performance Team to streamline service delivery, improve operational efficiency, and enhance the overall client experience.
• Ensure HubSpot data is accurately maintained by the EAM team, providing timely and comprehensive reporting on client activities and account health.
• Lead the development of strategic account plans, ensuring they are aligned with OpenWorks' broader business objectives and growth targets.
• Collaborate with Sales, Performance, and Implementation teams to ensure seamless onboarding and ongoing service delivery for national accounts.
• Play a key role in RFP / RFI processes, ensuring the team's proposals align with client needs and OpenWorks' capabilities.
• Participate in Retention and Go / No-Go Committees, contributing insights and strategies to support client retention and contract negotiations.
• Ensure the EAM team is fully trained on OpenWorks technology platforms, operational processes, and service offerings.
• Champion professional development by promoting participation in OpenWorks mentorship program and other leadership initiatives.
• Lead by example, fostering a culture of learning, collaboration, and excellence within the team.
• Monitor and report on team performance, providing regular updates to senior leadership on KPIs, account risks, and growth opportunities.
• Drive continuous improvement by analyzing performance data, identifying trends, and implementing strategies to enhance team productivity and client retention.
• Develop and manage the department's annual budget, ensuring resources are allocated effectively to meet organizational goals.

What You'll Need to Succeed

What's in it for You

OpenWorks is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.