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Director Global Accounts

Department
Sales
Location
Anywhere (US)

I. GENERAL DESCRIPTION
Leadership role responsible for leading customer(s) retention and growth through contract execution and adherence, operational, product/service, and commercial performance excellence. Facilitates all aspects of managing the customer’s business needs and is accountable for client satisfaction, account profitability, and account protection strategies for these account(s). Is ModusLink’s expert on the customer’s business and organization and leads efforts in the key areas listed above. Represents ModusLink to the customer(s) as a top-class organization.

II. ESSENTIAL JOB FUNCTIONS
A. CLIENT SATISFACTION
a. Responsible for communicating and ensuring client satisfaction as measured by client scorecards, VOC (voice of client), Net Promoter Score, and/or other tools. Acts as escalation for internal and/or client issues.
b. Focus on customer satisfaction and growth through relationship development with the key customer contacts, including executive and local leads

B. ACCOUNT LEADERSHIP
a. Accountable for client P&L and developing and executing a pricing strategy on account profitability and remaining competitive.
b. Drive account strategy development by creating and executing an Account Plan in collaboration with the client and ModusLink’s internal teams. This plan would include client satisfaction, profitability and growth, productivity improvements, SLA metrics achievements, and account protection strategies.
c. Identify and pass onto the sales team new opportunities to grow the account.
d. Responsible for providing periodic and any major changes to forecasts and appropriate commentary to support these forecasts. Presents forecasts at internal forecast reviews and confirms accuracy with operations/finance.
e. Monitor implementation of new business opportunities for the account.
f. Plan and conduct Account Business Reviews with client executive teams and ensure effective communication of results. Ensure action items are closed timely and to the satisfaction of participants.
g. Assist in developing customer service and other team members. Provide feedback to business team leaders regarding performance, successes, and opportunities for improvement.

C. PROCESS COORDINATION AND OVERSIGHT
a. Implement and keep current all account contracts and/or agreements ensuring best return for ModusLink and the customer.
b. Participate in the creation of and changes to account specific standard work processes, encouraging process efficiencies and sharing of best practices across accounts, locations, and teams.
c. Promote continuous improvement through formal initiatives and ad hoc opportunities that improve client satisfaction, client profitability, and/or ModusLink cost structures
d. Responsible for periodic Account Plan reviews and internal account reviews with key executives and internal stakeholders.

III. NON-ESSENTIAL JOB FUNCTIONS
A. Other duties as required.

IV. WORKING CONDITIONS
A. General climate-controlled office environment.
B. Low noise level.
C. Prolonged sitting and repetitive motion due to extended computer use.
D. Occasional exposure to production, distribution area working conditions, including noise, and dust exposure and lift truck traffic.
E. Stress related to conflicting priorities and meeting schedule deadlines.

V. PHYSICAL REQUIREMENTS
A. Ability to see, and speak, hear, write, and understand English.
B. Sustained attention to detail.
C. Ability to read and analyze data and other written information.
D. Minimal physical exertion.

VI. POSITION QUALIFICATIONS
A. Bachelor’s degree in Business required, Master’s Degree preferred, or equivalent experience.
B. Minimum of 5 years’ Account Management experience, experience managing global accounts across multiple regions is preferred.
C. Thorough knowledge of the Account Management processes
D. Strong general business background including financial acumen.
E. Excellent written, verbal and presentation skills.
F. Demonstrated ability to work effectively in a team environment.
G. Strong analytical skills.
H. Demonstrated ability to plan and manage multiple tasks and projects effectively and in an accurate and timely manner.
I. Proven ability to provide high level account management.
J. Ability to react to change proactively and handle other tasks as required.
K. Proficient in MS Office Suite, CRM (SalesForce.com preferred), ERP Systems (SAP preferred) and Data Management software (Power BI preferred).

Travel:
• 30 – 40 % of the time, dependent on customer facing meetings and site

 

 

 

 

ModusLink is an equal opportunity employer.

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