The AVP, Account Management Retail, serves as the primary owner of an established client relationship, responsible for leading internal cross functional teams and ensuring seamless execution and the health and success across all engagements. This role acts as the central point of accountability for the client, proactively identifying risks, resolving issues, and driving alignment between client objectives and internal delivery teams to support long term partnership growth.
They partner closely with stakeholders across sales, service, operations, product, and project support to ensure issues are addressed quickly, client expectations are managed effectively, and commitments are consistently met. Candidates need to exhibit a strong understanding of the direction and importance of strategic objectives, and lead through others and self to effectively and timely deliver management expected outcomes.
What will be my duties and responsibilities in this job?- Contributes to creation (may independently create) and deploys key strategies and initiatives to promote revenue growth, engagement, cost efficiencies, improved customer experiences, etc. with the existing client base.
- Develops and cultivates relationships with key client team members to ensure the stability of existing business, managing or overseeing management of all day-to-day interactions and client needs.
- Develop, negotiate, and execute contracts for large clients that are new, extensions, or renewal according to what is best for the company or guided by management.
- Guides direct and matrix resources in development of annual business plans and client business reviews to ensure metrics and mutual revenue goals are being met.
- Drives (may lead others to drive) service utilization at the client level. This includes defining services to be performed as priced and contracted.
- Leads selection, prioritization, and coordination of client projects in collaboration with Client Services, including new client installs, new product installs, new service installs, or new customer experience installs.
- Anticipates and/or resolves client issues with cross-functional area leaders and drives operational process efficiencies. Ultimately responsible for working with cross-functional teams to deliver exceptional and expected performance for Client.
- Will present program performance as requested to executive levels.
- Responsible for managing large cross-functional team/resources/associates to ensure delivery of client solutions, as needed.
What are the requirements needed for this position?Experience & Background- BS/BA Degree; MBA preferred
- 10+ years of experience in account management, client services, or customer success, preferably supporting large or strategic existing clients, with specific time spent with Retail clients who are not in the mobile industry
- Proven experience leading cross-functional internal teams (e.g., sales, operations, product, support, marketing)
- Demonstrated success managing complex client environments, including escalations, issue resolution, and competing priorities
- Experience in B2B, retail, SaaS, or services environments where ongoing delivery and relationship health are critical
- Must exhibit management of expense controls, and P&L oversight
- Ability to travel up to 30%
- Ideal candidate will be located in the North Carolina area
Core Capabilities- Strong ability to own the client relationship end to end, acting as the single point of accountability
- Skilled at problem solving and issue resolution, with a track record of identifying root causes and driving corrective actions
- Ability to translate client needs into clear internal direction and align multiple teams around priorities
- Comfortable managing difficult conversations with both clients and internal stakeholders
- Strong judgment balancing client advocacy with internal constraints and business objectives
Communication & Leadership- Excellent written and verbal communication skills, including executive level client engagement
- Ability to influence without authority and drive alignment across diverse teams
- Confident presenting insights, risks, and recommendations to senior leaders and clients
- Highly organized with strong follow through and attention to detail
Analytical & Operational Skills- Ability to assess performance data, trends, and client feedback to proactively identify risks and opportunities
- Experience managing account level KPIs such as satisfaction, retention, delivery performance, or conversion outcomes
- Ability to assess performance data, trends, and client feedback to proactively identify risks and opportunities
- Experience managing account level KPIs such as satisfaction, retention, delivery performance, or conversion outcomes
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Pay Range:
$144,700.00 - $241,600.00
Any posted pay range considers a wide range of compensation factors, including candidate background, experience and work location, while also allowing for salary growth within the position.
If there is no posting end date listed then this is a pipeline requisition, and we will continue to collect applications on an ongoing basis.
