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Director of Account Management en Computercare

Computercare · Remote, Estados Unidos De América · Remote

$147,200.00  -  $200,000.00

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Description

ComputerCare has spent more than 20 years building something rare in the IT world: a company where technical excellence and genuine human connection are valued equally. We're the trusted partner that IT leaders turn to when technology can't afford to fail. As a woman-owned business serving innovative companies worldwide, we combine certified technical expertise with a human approach. Whether it's managing complex device lifecycles for global teams or performing authorized repairs for Apple, Lenovo, HP and Dell devices, our work directly impacts how thousands of people stay productive every day. We never outsource our work because we believe in accountability, quality, and building lasting relationships—with our clients and as a team.

If you're passionate about technology, take pride in solving real problems, and want to be part of a company that values both technical excellence and the people behind it, ComputerCare is where you belong.

Come join us in our mission of being the Human Side of Hardware! 

We are looking for a strategic Director of Account Management to redefine our post-sale ecosystem. Rather than managing a book of business, you will lead and mentor a high-performing team, as well as design and operationalize the scalable frameworks that drive retention, expansion, and long-term value. Your mission is to build the operational engine that transforms ComputerCare into an essential partner and a seamless extension of every customer’s business.

If you are a strategic leader who thrives on building high-performance structures and deepening value at scale, we want you!

What You'll Do:

  • Build, hire, and scale the Account Management function from an early team into a high-performing, larger-scale organization that can support our growing customer base.
  • Define and execute the Account Management strategy aligned with revenue, retention, and growth targets.
  • Define account segmentation, ownership models, coverage, success criteria, and capacity planning.
  • Hire, coach, and scale a high-performing team of Account Managers accountable for expansion, retention, and customer outcomes.
  • Establish standards, KPIs, dashboards, and an operational cadence for reporting, forecasting, reviewing account health, risk, retention, and expansion pipeline.
  • Build repeatable playbooks for onboarding, adoption, driving usage, identifying cross-sell and upsell opportunities, unlocking new use cases, and renewal motions.
  • Identify expansion opportunities, diagnose risk proactively, and implement retention strategies.
  • Implement data-driven frameworks for customer prioritization, health scoring, forecasting, and resource allocation.
  • Partner closely with Sales, Operations, CEO, and Finance on post-sale execution, forecasting, quota design, capacity planning, and incentive alignment.
  • Serve as executive sponsor for strategic enterprise accounts and complex expansions.
  • Ensure tight feedback loops between customers and internal stakeholders to influence roadmap and opportunity investments.
  • Build scalable processes that support global expansion and evolving GTM motions.
  • Lead with a strategic lens while staying hands-on when needed, jumping in alongside the team (including making calls) to model expectations and support execution.
  • Attend quarterly company leadership meetings, collaborating on company initiatives and deliverables.
  • Take the lead in driving a culture of continuous improvement and change management.
  • Drive organizational excellence, ensuring a work culture of Diversity, Equity, and Inclusion by living the company’s vision and core values.

    • What You'll Bring:

  • 10+ years of experience in Account Management, Customer Success, Sales Operations, or post-sale revenue roles
  • 5+ years leading teams in high-growth SaaS, managed services, or technology environments
  • Demonstrated success building and scaling an Account Management team from the ground up. Owning org design, processes, operating models, and compensation structure.
  • Ability to build scalable processes without introducing unnecessary bureaucracy
  • Strong analytical and strategic thinking skills with experience in forecasting, segmentation, and performance measurement
  • Exceptional leadership, communication, and stakeholder management skills
  • Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities simultaneously
  • Proficient with Netsuite (or equivalent CRM).
  • Ability to travel as needed.

    • Perks and Benefits:

  • Comprehensive Medical, Dental, and Vision plans to keep you feeling your best
  • 401(k) with employer match—because your future matters
  • Company-paid Life Insurance, plus HSA & FSA options
  • Employee Assistance Program (EAP) for real support when you need it
  • Adoption Assistance to help grow your family
  • Commuter Benefits for an easier ride
  • Free Coursera Professional Certifications to level up your skills
  • Generous vacation & sick time, plus paid time off to give back to your community

    • Additional Information

    If you get to this point, we hope you're feeling excited about the job you just read. Even if you don't feel that you meet every single requirement, we still encourage you to apply. We're eager to meet people that believe in ComputerCare’s mission, core values and can contribute to our team in a variety of ways – not just candidates who check all the boxes. 

    At ComputerCare, we welcome passionate individuals who have the unrestricted right to work in the United States, including natural citizens and Green Card holders.

    ComputerCare is proud to be an Equal Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law.
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