[Hiring] Director, Account Management @US Green Building Council

Role Description

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. 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.

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.
  • 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.
  • Support Account Managers in negotiating and closing significant multi-product and portfolio-wide agreements.
• Commercial Handoffs and Cross-Functional Coordination:
  • Partner with Regional Directors and Market Leads to define handoff criteria from new-customer acquisition to account management.
  • 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.
  • 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.
• 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.
• Commercial Decision-Making, Governance, and Escalation:
  • Manage team performance, assign accounts and partners within approved coverage rules.
  • Recommend team targets, segmentation, staffing, incentive design, bundled offers, and partner program changes.
  • Ensure consistent global commercial governance while respecting approved regional requirements, decision-making authority, and organizational policies.

Qualifications

• 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.
• Experience in a multi-region, multi-product, or membership-based organization.
• Background working with building owners and operators, commercial real estate, sustainability consultants, design firms, or certification ecosystems.
• Expertise in consultative, value-based selling to existing customers.
• Experience building, scaling, or materially improving an account management or partner program.
• Practical experience in executive relationship management, account planning, opportunity qualification, forecasting, and negotiation.
• Understanding of partner-led business models and joint business planning.
• Demonstrated experience leading or coordinating account management activities across multiple regions.
• Experience leading geographically distributed teams and collaborating with cross-functional stakeholders.
• Experience building or transforming account management functions.

Requirements

• 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.
• Proficiency with Salesforce or a comparable CRM platform.
• Advanced proficiency with CRM account and opportunity management, sales forecasting, and customer portfolio analytics.
• Proficiency with Microsoft 365 applications.
• Experience using sales reporting and business intelligence tools.
• Ability to use digital collaboration and virtual meeting tools.

Benefits

• Competitive compensation.
• 401(k) with employer matching.
• Professional development reimbursement.
• Healthcare plan through Cigna covering 100% of premiums.
• Generous paid time off (12 paid holidays, 9 paid personal sick days, and 2 to 3 weeks PTO).
• 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.
• Travel: May include domestic or international team meetings, strategic customer and partner engagements.

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.