Director, Regional Account Manager

Job Title:Director, Regional Account Manager

Job Number:JO-2607-11327

Location (City, State):Remote

Employee Group:Regular

Shift:Day

Travel:30%

Site Name:Remote

Is Remote Eligible:Yes

Pay:$119,100.00 - $202,500.00 per year

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Director, Regional Account Manager
We are Radial, the leader in Omnichannel commerce technologies and operations. We enable our clients to profitably exceed customer expectations by taking on the complexity of their Omnichannel retail business and transforming it into a seamlessly orchestrated customer experience. To bring order to ordering. To make fulfillment more fulfilling. To keep commerce clicking. When we partner with our clients to execute their orders, payments, fulfillment, or customer care, our clients’ promises become ours. 
Within our state-of-the-art distribution centers, we encourage associates to enjoy a great environment and place to work. We appreciate all that our associates strive to accomplish and in return, we offer competitive wages, excellent & comprehensive benefits and an opportunity for advancement. 
Radial helps companies of all sizes drive commerce growth –delivering exceptional, engaging shopping experiences online and offline. We enable Omnichannel commerce, multichannel retailing and digital marketing for the world’s premier retailers and brands. Radial’s comprehensive Omnichannel strategies and solutions, includes commerce technologies, multichannel operations and marketing solutions, which help its clients grow faster than the industry and faster than they could on their own. Radial enables retailers and brands to drive consumer engagement experiences across all touch points of the purchase lifecycle—anytime, anywhere and on any device.

Position Summary
The Director, Regional Account Manager supports key client account relationships and serves as a trusted, growth-focused advisor to senior stakeholders. This role provides strategic business leadership and overall account management support for each client business, while ensuring Radial achieves all growth, retention, and customer satisfaction focused on business targets.

Key Responsibilities

• Facilitate clients' growth by means of continuous conversations, close relationships, site visits, and formal discussions and involvement in QBR, Renewals, etc.
• Bring innovative solutions and industry best practices to clients.
• Serve as client advocate, voice of the customer to ensure client feedback is used to drive future business decisions.  
• Monitor client satisfaction and implement action plans when improvements are needed.
• Develop a deep understanding of each client's business and provide strategic insights that support long-term business success across client groups.
• Liaison with the company’s Operations team, Issue Resolution, Analytics, and cross-functional teams to deliver a seamless client experience.
• Identify and escalate critical client issues and business risks to leadership.
• Engage with Tech and Operations to ensure smooth execution of all services are in line with the client contract and the expectations, and identify and resolve issues as necessary, and engage appropriate stakeholders as appropriate.
• Provide feedback and key insights to client-facing leaders within the company, focusing on client performance improvement and client referencability, and key account renewals. Collaborate with internal stakeholders to resolve issues promptly.
• Ensure and drive regional revenue retention objectives.
• Monitor account profitability and identify potential risks and opportunities.
• Coordinate critical communications between clients and internal teams to ensure full and appropriate transparency on all relevant topics.
• Share insights and best practices between accounts to improve portfolio performance
• Support strategic account planning and long-term growth initiatives.

Skills & Competencies

• Ability to develop and sustain strong senior-level customer-trusted relationships.
• Work with clients to continually understand, anticipate and respond to clients’ needs
• Strong customer relationship management and consultative problem-solving skills.
• Experience in mentoring and developing high-performing teams, building capabilities and developing future leaders quickly and effectively.
• Excellent analytical, written, verbal, and presentation skills.
• Ability to clearly convey relevant information to a broad spectrum of audiences.
• Strong organizational and project management abilities
• Advanced Microsoft PowerPoint skills.

Qualifications

• 10+ years of professional experience in a 3PL, brand, or consultative ecommerce retail environment.
• Proven track record of managing and growing a diverse client portfolio.
• Experience building trusted relationships with C-suite clients
• Experience leading large teams, upskilling members, improving overall team performance both financially and non-financially and operationally.

Travel:
30% travel. This position is remote.
Radial is an Equal Opportunity Employer and does not discriminate based on race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, marital status, or based on an individual’s status in any other group or class protected by applicable federal, state or local law.
Radial is committed to ensuring that its online application process provides an equal employment opportunity to all job seekers, including individuals with disabilities. If you believe you need a reasonable accommodation in order to search for a job opening or to submit an application, please contact us by emailing hroperations@radial.com. We will work to assist disabled job seekers whose disability prevents them from being able to apply online.
We strive to create a welcoming and inclusive workplace where everyone feels respected and valued. Candidates should demonstrate professionalism and a history of building positive, collaborative relationships in the workplace.
Maintaining trust, honesty, and integrity is essential in our relationships with employees, customers, and the communities we serve.
Candidates should have a proven record of adhering to compliance standards, upholding data privacy, confidentiality requirements, and demonstrating honesty in all aspects of their work
Candidates with arrest or convictions records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.
Want to join an organization with an inclusive work culture? No need to look any further. Apply now!
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