Title:  Senior Manager - Account Management

Summary:

The Senior Manager, Account Management is a strategic leader responsible for overseeing a team of Account Managers (AMs) within the Global Capital Markets (GCM) division. This role drives performance, fosters client relationships, and ensures alignment between frontline execution and executive initiatives. The Sr. Manager serves as a key escalation point for complex client and operational issues and plays a pivotal role in organizational planning and team development. Ideal candidate is a change agent with a strong background in executing new ideas to drive business forward.   
In this role, you will lead a group of account managers responsible for Customer Relationship Management. With a primary objective of revenue retention, this team is focused on ensuring client satisfaction with current DFIN services. DFIN Account Managers act as the quarterback to ensure client needs are satisfied while working with their sales team counterparts to cultivate future projects and identify/qualify new opportunities.

Responsibilities:

Team Leadership & Coaching
•    Develop a high performing team of Account Managers focused on retaining current business within the Capital Markets space.
•    Establish key sales performance metrics to drive accountability across the team.
•    Provide day-to-day support and coaching to Account Managers, including heavy participation in client-facing calls, meetings, and strategy sessions.
•    Drive performance management across the team, including routine feedback, development plans, and performance reviews.
•    Facilitate enablement sessions to improve sales skills, product knowledge, solution selling and sales process across team.
•    Support AMs with strategic account planning and ensure alignment with initiatives set by VP and senior leadership.
•    Represent the AM team in executive-level discussions and planning forums.
Client Strategy & Escalation
•    Serve as the escalation point for complex client or operational issues, ensuring timely resolution and client satisfaction.
•    Participate in strategic client engagements to reinforce relationship health and identify growth opportunities.
•    Guide AMs in navigating pricing, proposals, objection handling and negotiation. 
Operational Oversight
•    Establish an operating cadence with direct reports including weekly 1:1s, pipeline reviews, portfolio risk assessment, coaching opportunities etc. 
•    Monitor team workload and flag capacity issues; partner with VP to optimize resource allocation.
•    Collaborate with internal stakeholders (Sales, Project Management, Service, Billing) to ensure seamless service delivery.
•    Partner with sales to ensure total account coverage that leads to achieving revenue targets. 
•    Champion process improvement initiatives and contribute to best practice sharing across the team.

Qualifications:

•    5+ years of experience in account management or client services, with at least 5 years of management/leadership experience preferred
•    Proven leadership experience managing high-performing teams in a fast-paced, deadline-driven environment.
•    Strong understanding of client lifecycle, client retention strategies, and sales enablement.
•    Adept at change management.
•    Experience following and training on an established sales process
•    Strong track record of high performance, including individual and team KPIs
•    Exceptional communication, interpersonal, and coaching skills.
•    Proficiency in CRM systems (Salesforce preferred) and project management tools.
•    Ability to think strategically while executing tactically.
•    Background in financial services industry preferred.