Associate Director, Account Management

About us @Symphony

We’ve spent the last 10 years building a communication and markets technology company, powered by interconnected platforms: messaging, voice, directory and analytics.  Over 1000 institutions use our modular technology built for global finance. Security is in our DNA with uncompromising data protection, end-to-end encryption and resilient architecture, all created on a foundation of trust with our customers . 

But that was only chapter one. We’re now building on our purpose-built network, expanding AI-powered, real-time collaboration, redefining flexibility with fully cloud-native software with our trader voice product, and rethinking the industry’s approach to identity verification, connection and intelligence. .

The opportunity and our ambition are huge. But we need passionate, dedicated individuals to get there. At Symphony we work hard and fast. Our unique blend of technology and financial services makes it an environment you won't get elsewhere.

Symphony is seeking a highly motivated and experienced Associate Director, Account Management to lead our client relationship strategy for a portfolio of key fintech and institutional clients. This role involves both direct engagement with top-tier clients and the leadership and management of a team of Business Development Specialists and Account Managers. The successful candidate will be responsible for driving revenue growth, ensuring client satisfaction and retention, and translating client needs into actionable product and service strategies. This is a critical leadership role that sits at the intersection of sales, product, and client services.

Key Responsibilities

• Manage, mentor, and coach a team of Business Development specialists and Account Managers, fostering a high-performance, client-focused culture.
• Conduct regular one-on-ones, performance reviews, and professional development planning to ensure team success and retention.
• Define and monitor team KPIs (e.g., renewal rates, upsell/cross-sell targets, client health scores).

• Oversee and manage the largest and most strategic accounts within the team's portfolio, maintaining executive-level relationships.
• Develop and execute comprehensive account plans to identify growth opportunities, mitigate risks, and ensure the long-term adoption of Symphony's platform.
• Act as the point of escalation for complex client issues, coordinating internal resources to deliver timely and effective solutions.

• Be accountable for the renewal and expansion of client contracts within the portfolio.
• Identify and secure upsell and cross-sell opportunities for new Symphony products and services, working closely with the sales and product teams.
• Analyze client usage data and market trends to proactively recommend solutions that align with client business objectives.

• Serve as the voice of the client internally, collaborating with Product Management to influence the product roadmap based on market demand and client feedback.
• Work closely with Sales on transitions for new business, and with Implementation/Onboarding to ensure seamless client launches.
• Partner with Marketing to develop client case studies and reference accounts.

• 7+ years of progressive experience in Account Management, Client Success, or Sales within the Fintech, Capital Markets, or Enterprise SaaS industry.
• 2+ years of direct experience managing and developing a team of Business Development specialists and Account Managers or similar client-facing professionals.
• Demonstrated ability to manage C-level and senior stakeholder relationships at large financial institutions.
• Proven track record of meeting or exceeding revenue targets through renewals and expansion.
• Exceptional communication, presentation, and negotiation skills.

• Deep understanding of the financial services technology ecosystem, particularly communication platforms, secure messaging, or trading workflows.
• Experience using CRM software (e.g., Salesforce) for pipeline management and forecasting.
• Bachelor's degree in Business, Finance, or a related field.

Compensation:

• Competitive Salary
• Sales Commission Plan
• Benefits and Perks vary based on location.

Benefits and Perks:

• Regional specific competitive benefits
• Build your own Benefits (BYOB) perk
• Many other fun and exciting benefits and activities!

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.