Director, Account Management
Hotel Engine
Vice President – Account Management
Koalafi
full-time
Posted on:
Location Type: Remote
Location: Remote • Virginia • 🇺🇸 United States
Visit company websiteJob Level
Lead
About the role
- Design and lead Koalafi’s centralized Account Management organization covering Enterprise, Mid-Market, and SMB segments.
- Establish Account Management as a core driver of growth, responsible for retention, expansion, renewals, and executive advocacy.
- Build and execute scalable frameworks, playbooks, and coverage models to support consistent and measurable outcomes.
- Partner closely with Sales, Product, Marketing, and Operations to ensure merchant insights directly shape company strategy.
- Drive measurable increases in originations from existing accounts and expansion of first-look/exclusive partnerships.
- Develop structured, data-driven success plans tied to merchant business outcomes.
- Lead renewal and expansion forecasting processes to identify opportunities and proactively manage risk.
- Establish a cadence of high-impact executive reviews and QBRs that focus on growth strategy—not just reporting.
- Develop and implement strategies by defining key metrics and setting annual sales quotas to drive profitable business growth in existing partner relationships.
- Implement scalable lifecycle management across onboarding, adoption, and renewal.
- Identify and capitalize on emerging market opportunities by developing strategic initiatives that expand client relationships, drive revenue growth, and strengthen the company’s competitive position.
- Introduce automation, digital tools, and self-service dashboards to extend reach and efficiency.
- Build and lead the Voice of the Customer system, including a Merchant Advisory Board, to translate partner feedback into action.
- Create insights reporting that informs cross-functional prioritization and roadmap planning.
- Build, coach, and grow a high-performing Account Management team that blends sales, strategy, and operational expertise.
Requirements
- 10+ years of experience in Account Management, Client Success, or Strategic Partnerships, with 5+ years in senior leadership.
- A data-driven operator with strong analytical instincts—able to translate performance trends, partner data, and customer insights into actionable strategies and measurable growth.
- Demonstrated success in building, scaling, and leading high-performing Account Management functions with a track record of exceeding retention, expansion, and revenue goals.
- Proven ability to drive growth and operational excellence across B2B or platform-based partnerships (fintech, SaaS, or payments experience ideal).
- Strategic and operational depth—able to design systems, metrics, and playbooks that scale.
- Demonstrated ability to leverage analytics, automation, and digital engagement to amplify AM efficiency and impact.
- Exceptional communication and relationship-building skills with executives and partners.
- A builder’s mindset—energized by designing teams, processes, and strategies that create lasting value.
Benefits
- Comprehensive medical, dental, and vision coverage
- 20 PTO days + 11 paid holidays
- 401(k) retirement with company matching
- Student Loan & Tuition Reimbursement
- Commuter assistance
- Parental leave (maternal + paternal)
- Inclusion and Associate Engagement Programs
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
data-driven strategiesanalytical skillsperformance trends analysisretention strategiesexpansion forecastingmetrics designplaybook developmentautomationdigital engagementlifecycle management
Soft skills
communication skillsrelationship-buildingleadershipstrategic thinkingoperational excellenceteam buildingcoachingproblem-solvingexecutive advocacycustomer insights translation
