Director – Account Management Operations

Director – Account Management Operations

Requirements

• 12-15 years of experience in Account Management, Customer Success, or a related field with a strong emphasis on Salesforce administration, architecture, and strategy within a multi-org environment
• Minimum of 5+ years of experience in Salesforce oversight, leading an administrative team in daily operations, strategic initiative execution, and the implementation of Salesforce best practices to maximize platform capabilities
• Deep understanding of Salesforce architecture and best practices, including experience with data modeling, security models, and integration patterns
• Experience in developing and implementing Salesforce strategies, including evaluating single-org versus multi-org approaches
• Deep understanding of renewal management best practices across various scenarios, including on-cycle and off-cycle renewals, and demonstrated experience in managing complex off-cycle renewals
• Extensive experience with Salesforce in a multi-org environment, including administration, configuration, reporting, user management, security, and integration with other systems
• Strong analytical and problem-solving skills; excellent communication, interpersonal, and presentation skills
• Strategic thinker with a process-oriented mindset and a demonstrated ability to drive operational excellence and continuous improvement
• Minimum of a high school diploma or equivalent
• Obtains Orion Industry Certification
• Ability to own and manage relationships with stakeholders directly and work effectively with people at all levels in an organization

Responsibilities

• Lead and mentor three teams dedicated to optimizing the customer journey: Renewals Management (on-cycle renewals), Revenue Retention (off-cycle renewals, including terminations and M&A), and Salesforce Administration (optimizing Salesforce across our multi-org environment)
• Cultivate a high-performing culture emphasizing collaboration and accountability
• Define and implement Salesforce architecture and strategy across Orion’s multi-org environment, including data management, security, integrations, and customizations
• Evaluate and recommend strategies for consolidating to a single Salesforce org versus maintaining a multi-org structure
• Oversee Salesforce utilization, ensuring data integrity, process adherence, and effective use of the platform to manage customer relationships and drive operational efficiency
• Bring together a consolidated view of client experience within Salesforce by integrating data and insights from various touchpoints
• Effectively manage Accounts and Contacts within Salesforce to ensure accurate, complete, and up-to-date information, providing a 360-degree view of our clients
• Develop and implement strategies to optimize renewal rates across all scenarios, ensuring timely and efficient processing and achieving key performance indicators
• Develop specialized processes and workflows for managing off-cycle renewals
• Identify and implement opportunities to streamline and optimize workflows across Account Management Operations, leveraging technology and best practices to improve efficiency and productivity
• Champion process improvement initiatives to enhance efficiency, scalability, and user satisfaction with Salesforce
• Analyze key performance indicators (KPIs), including renewal rates, churn, and customer satisfaction, to identify trends, areas for improvement, and opportunities to enhance customer relationships and drive value
• Develop and manage the Account Management Operations budget, ensuring resources are allocated effectively to support team goals and initiatives
• Collaborate closely with Sales, Marketing, Service, Legal, and other teams to ensure seamless customer experiences and alignment on key objectives

Preferred Qualifications

No preferred qualifications provided.