Director of Strategic Accounts

Position Summary

The Strategic Account Director is responsible for protecting, strengthening, retaining, and growing client relationships following contract execution. Reporting to the Chief Commercial Officer (CCO), this role owns the post-sale client experience, including client satisfaction, communication, service-ticket escalation, relationship health, contract renewals, and revenue optimization.

The Director connects Sales, Operations, Field Services, Product, and Corporate Leadership to ensure client commitments are delivered and concerns are resolved. The role also identifies opportunities to introduce new product lines and improve the performance of existing products within global accounts. When a sales opportunity is identified, the Director partners with the appropriate Regional Director of Sales to develop and present the opportunity to the client.

Primary Areas of Function:

• Corporate Gemstone Account Support—20%: Support the CCO with executive relationships, strategic initiatives, portfolio-wide growth opportunities, contract renewals, and major escalations. The CCO remains the senior executive relationship leader.

• Park-Level Account Ownership—80%: Serve as the primary corporate contact and day-to-day relationship owner for assigned park-level accounts, maintaining direct responsibility for communication, issue resolution, account performance, retention, and growth.

Key Responsibilities

Service Management and Escalation

• Ensure client issues are documented through the established service-ticket process.
• Monitor ticket ownership, response times, aging, client updates, and resolution.
• Coordinate with Regional Operations, Regional Service Managers, technicians, Product, and Sales to resolve issues.
• Lead cross-functional escalations when additional resources or executive decisions are required.
• Maintain ownership of client communication throughout the resolution process.
• Identify recurring service issues and ensure corrective actions are completed.

Client Relationship Management

• Serve as the primary corporate contact for assigned park-level accounts.
• Build strong relationships with park leadership, site management, and key stakeholders.
• Maintain regular communication regarding service performance, open issues, operational priorities, and upcoming initiatives.
• Own client concerns from initial notification through final resolution.
• Conduct regular account reviews to assess satisfaction, relationship health, service performance, revenue opportunities, and retention risks.
• Build relationships across multiple levels of each client organization.

Corporate Gemstone Account Support

• Partner with the CCO in supporting the company’s highest-priority global accounts.
• Coordinate executive meetings, account updates, strategic initiatives, and follow-up activities.
• Maintain consolidated reporting on service performance, revenue, relationship health, renewals, and account risks.
• Ensure corporate commitments are communicated and implemented across park-level and internal teams.
• Participate in executive business reviews and strategic planning sessions as requested.

Account Growth and Revenue Optimization

• Identify opportunities to introduce additional product lines within existing global and park-level accounts.
• Evaluate current product performance and recommend improvements to pricing, placement, utilization, product mix, and guest adoption.
• Partner with the Regional Director of Sales responsible for the account to develop and present new opportunities to the client.
• Provide Sales with relevant account history, performance data, client needs, and relationship insights.
• Track opportunities from identification through proposal, contracting, implementation, and revenue realization.
• Coordinate with Operations, Product, and Finance to ensure opportunities are operationally and financially viable.

Contract Renewals and Retention

• Maintain visibility into contract expiration dates, notice periods, renewal terms, and client obligations.
• Begin renewal planning well in advance of contract expiration.
• Coordinate renewal strategies with the CCO, Regional Directors of Sales, Legal, Finance, and Operations.
• Address open service issues or relationship risks that could affect renewal.
• Track renewals through completion and escalate at-risk accounts.
• Identify opportunities to extend contract terms, improve commercial terms, or add product lines during the renewal process.

Team and Cross-Functional Leadership

• Lead, coach, and hold the Client Services team accountable for communication, documentation, escalation, and follow-through.
• Establish consistent standards for client service, account reviews, renewal management, and opportunity identification.
• Ensure client expectations and contractual commitments are clearly understood by internal teams.
• Balance client needs with operational, contractual, financial, and company objectives.
• Promote a customer-first culture built around responsiveness, collaboration, accountability, and continuous improvement.

Ideal Candidate Profile

The ideal candidate is an experienced client-relationship leader with a strong record of managing complex, high-profile, or multi-location accounts. This individual must be comfortable working with senior executives, identifying revenue opportunities, managing contract renewals, and leading urgent service issues through resolution.

The successful candidate will be proactive, commercially minded, highly organized, and capable of bringing multiple departments together to solve problems while keeping clients informed and confident.

Qualifications

• Significant experience in client services, account management, customer success, hospitality, operations, sales, or a related leadership role.
• High Level Working knowledge of Excel and Microsoft Office Products
• Experience managing enterprise, global, or multi-location client relationships.
• Experience with theme parks, attractions, hospitality, or similarly complex service environments preferred.
• Demonstrated success with client retention, contract renewals, cross-selling, and revenue optimization.
• Proven ability to manage escalations and coordinate cross-functional resolution efforts.
• Experience leading and developing client-facing teams.
• Strong business acumen, executive communication, organization, and follow-through.
• Ability to travel approximately 50%, with heavier travel expected during the initial months.

Core Competencies

• Client relationship management
• Executive presence
• Account growth and revenue optimization
• Contract renewal and retention
• Escalation leadership
• Cross-functional influence
• Operational problem-solving
• Proactive communication
• Accountability and follow-through
• Team leadership
• Business judgment
• Adaptability and urgency

Measures of Success

• Client satisfaction and relationship health
• Client retention and contract-renewal rates
• Revenue generated from new product-line opportunities
• Improved performance of existing product lines
• Timeliness and quality of client communication
• Service-ticket response and resolution performance
• Reduction in recurring and unresolved issues
• Strength of partnership with the CCO and Regional Directors of Sales
• Performance and accountability of the Client Services team