The Director, Account Specialist position plays a critical role in leading the account specialist team and ensuring smooth customer operations. This role involves driving the team to assist with sales, upsells, cross-sells, and supporting the renewal process while delivering exceptional customer service. The Director will lead a team of Managers and Account Specialists, ensuring they meet performance metrics and contribute to overall account management success. About the Role: In this opportunity you will: Collaborate with senior leadership to align account management strategies with overall business goals. Identify and mitigate potential risks to ensure the successful execution of strategic initiatives. Monitor industry trends and market conditions to inform strategic decision-making Ensure a high level of customer satisfaction by addressing issues promptly and effectively Monitor and report on sales, renewal, and upsell/cross-sell performance metrics delivering on results on assigned quotas and goals. Analyze customer data to identify trends and opportunities for improvement. Provide regular updates to the sales team and management on sales, renewal status, and performance metrics. Key Success Measures: Sales Performance:Team sales and revenue, team quota achievement, net dollar retention. Customer Relationship Management:Customer satisfaction, customer retention, Net Promoter Score (NPS), customer inquiry response time, customer issue resolution time. Operational Efficiency:Task completion rate, average task completion time, error rate, first contact resolution rate. Administrative Tasks:Document accuracy, data entry accuracy, report generation timeliness. Collaboration:Team collaboration, cross-functional collaboration. Mindsets & Behaviors: Customer Obsessed:Prioritize customer needs and satisfaction. Challenge & Commit:Take on challenges and commit to achieving goals. Growth Mindset:Embrace continuous learning and improvement. About You: You're a fit for the role if you have: 10+ years experience in account management, retention & renewals, sales, or a related field. 8+ years experience leading a team of managers and individual contributors to include talent development and strong performance delivery. Excellent communication and interpersonal skills. Proficiency in CRM software and sales tools, driving utilization of tools and process training Analytical thinking and problem-solving abilities. Ability to work effectively with cross-functional teams. Drives and delivers against the strategic goals of the business to ensure team meets revenue targets and growth Adapts and executes functional strategies and contributes to the development of department strategies Provides leadership and direction through managers to meet financial and operational performance requirements and accountable for the results of the team Solves unique and complex problems that impact the business Must have the ability to travel to Mexico City on a regular basis (typically once a month) #LI-TK1 What's in it For You? You will join our inclusive culture of world-class talent, where we are committed to your personal and professional growth through: Wellbeing: Comprehensive benefit plans; flexible and supportive benefits for work-life balance: flexible vacation, two company-wide Mental Health Days Off; work from another location for up to a total of 8 weeks in a year, 4 of those weeks can be out of the country and the remaining in the country, Headspace app subscription; retirement, savings, tuition reimbursement, and employee incentive programs; resources for mental, physical, and financial wellbeing. Culture: Globally recognized and award-winning reputation for equality, diversity and inclusion, flexibility, work-life balance, and more. Learning & Development: