Director Technology Account Management
Employment Info
JOB DETAILS
Requirements
- A bachelor’s degree and five or more years of broad business and technical delivery experience are required.
- Experience with software development life cycle, Agile, information technology service management, and/or information technology infrastructure library industry best practices and methodologies is required.
- In-depth familiarity with corporate real estate, including portfolio and facilities management functions, businesses, processes, stakeholders, and markets, is required.
- Understanding of the real estate technology market, including PropTech, integrated workplace management systems, smart buildings, and Internet of Things, is required.
- Cultural sensitivity and demonstrated diversity and inclusion training are required.
- The role requires accountability for team performance, with work primarily achieved through others and performance measured partly by team results.
- The role requires identifying and resolving technical, operational, and organizational problems and adapting plans and priorities to address resource and operational challenges.
- The role requires providing technical guidance to employees, colleagues, and customers.
- The role requires functional leadership through direct and indirect reports.
- The role requires an in-depth understanding of systems, theories, and practices across varied technology delivery engagements, with basic knowledge of business, financial, pre-sales and sales, and people-management disciplines.
- The role requires a strong understanding of the industry and how the team, multiple teams, or practice area contributes to organizational objectives.
- The role requires guiding, influencing, and persuading internal and external stakeholders, customers, or partners.
Responsibilities
- Manage overall service delivery and business success across a portfolio of customer accounts, including growing the portfolio through direct addition and expansion of accounts.
- Orchestrate technology delivery efforts across assigned customer accounts and ensure performance aligns with contractual scope and service-level agreements.
- Oversee the performance of assigned direct and indirect technology resources and address performance issues with direct and matrix managers.
- Partner with direct sales, Client Growth, and Account Directors or executive leaders to identify, monitor, and advance organic account growth, net new growth, and renewal opportunities.
- Provide inputs to or author Statements of Work and Scope of Services documents, including staffing estimates, level of effort, skills, timelines, delivery models, and pricing models or estimates.
- Navigate master service agreements, professional service agreements, Statements of Work, subcontracts, and related contracts to protect business interests and mitigate delivery risk.
- Manage the transition of opportunities from sales and solution phases into delivery and kickoff phases, including mobilization of technology delivery resources.
- Oversee project performance during implementation and transition phases in coordination with Project Managers and Program Managers.
- Oversee team performance during operational and support phases in coordination with Operations Managers and Support Managers.
- Ensure account-management and delivery-management governance processes, controls, and best practices are used on assigned customer accounts.
- Manage engagement-level and account-level financial targets, including technology revenue, profitability, operational and staffing budgets, costs, accruals, and forecasting.
- Serve as an escalation point for delivery-related issues and risks and lead issue-resolution and root-cause-analysis efforts.
- Work with Work Dynamics Account Directors and executive leaders to ensure on-account technology solutions enable core business services and meet associated key performance indicators and service-level agreements.
- Provide inputs to account-planning processes and ensure technology roadmaps, product plans, execution plans, and other delivery commitments are delivered according to account strategy.
- Navigate the commercial and financial models associated with direct technology business, productized services offerings, and Work Dynamics technology enablement.
- Balance, solve, and achieve mutually beneficial outcomes across varied internal and external stakeholder groups.
Desired Qualifications
- MBA or similar postgraduate studies are beneficial but not required.
Are you interested in this position?
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