Director of Account Management, Americas

REMOTE - US /SALES & MARKETING – ACCOUNT MANAGEMENT /FULL-TIME/ REMOTE

Company Overview:

Panopto is a dynamic and rapidly growing company backed by a leading private equity firm. With a team of approximately 200 dedicated professionals, we are committed to empowering learners with interactive video.

As we continue to support growth and expansion, we are seeking an experienced Director of Account Management to play a critical role in overseeing a team of Account Managers and managing our strategic customer relationships throughout the Americas region. 

Position Overview:

As the Director of Account Management you will be responsible for developing and executing effective account management strategies, driving customer satisfaction and loyalty, and maximizing revenue growth. This leadership position requires strong business acumen and exceptional relationship-building skills. Other responsibilities may be assigned to help drive our vision and mission to alignment with our Organization’s Values.

Responsibilities:

Account Management Strategy: Develop and implement a comprehensive account management strategy for the Americas region, aligning it with the overall company objectives and revenue targets.

Team Leadership: Lead and mentor a high-performing team of Account Managers, providing guidance, support, and training to drive excellence in customer relationship management.

Customer Engagement: Foster strong and long-term relationships with key customers, serving as their trusted advisor and strategic partner. Drive customer satisfaction, retention, and loyalty by ensuring exceptional service delivery.

Revenue Growth: Collaborate with sales and marketing teams to identify growth opportunities within existing accounts. Develop account expansion plans, upsell and cross-sell strategies, and drive revenue growth through effective account management practices.

Performance Tracking: Work with executive leadership to define key performance indicators (KPIs) and metrics to monitor the health and success of customer accounts. Regularly analyze account performance, identify areas for improvement, and develop action plans to address any issues.

Market Analysis: Stay abreast of market trends, competitive landscape, and industry developments within the Americas region. Utilize this knowledge to identify new business opportunities, anticipate customer needs, and shape the account management strategy accordingly.

Collaboration: Collaborate closely with internal stakeholders, including sales, marketing, product, and operations teams, to ensure alignment and coordination in delivering exceptional customer experiences that increase the adoption and expansion of our products and services in the Americas region. 

Reporting and Presentations: Prepare regular reports, presentations, and business reviews for senior management, providing insights on account performance, revenue growth, customer satisfaction, and market trends.

Customer Portfolio: Oversee a portfolio of approximately 1000 customers, ensuring each account receives the necessary attention and support to drive customer success.

Cross-Sell and Upsell: Generate cross-sell leads for Account Executives, identifying opportunities to expand product/service offerings within existing accounts. Carry an upsell quota to drive revenue growth.

Renewal Negotiations: Lead and manage all renewal negotiations, including annual price increases. Ensure customer contracts are renewed in a timely manner, maintaining high customer and revenue retention rates.

Join Panopto and be part of an exciting journey where your strategic visions for customer relationships will have a significant impact on our growth trajectory. If you're strategic thought leader with a focus toward fostering strong and long-term relationships with key customers, we encourage you to apply.

Qualifications: 

- Minimum of 8-10 years of experience in account management in a SaaS environment in the following areas: sales, customer success, or related roles, preferably in a leadership role, with a strong track record of managing strategic customer relationships and driving revenue growth.

- Leadership Skills: Proven ability to lead and inspire a team, with a strong focus on coaching, mentorship, and professional development.

- Relationship Building: Excellent interpersonal and communication skills, with the ability to build and maintain strong relationships with key stakeholders, both internal and external.

- Strategic Thinking: Demonstrated ability to think strategically, identify business opportunities, and develop and execute effective account management strategies.

- Analytical Mindset: Strong analytical and problem-solving skills, with the ability to analyze complex data, draw meaningful insights, and make data-driven decisions.

- Results Orientation: Results-driven mindset with a focus on achieving and exceeding targets. Proven ability to drive revenue growth and meet or exceed performance objectives.

- Bachelor's degree in business administration, marketing, or a related field, or equivalent experience.

- Proven track record of success in carrying a quota and achieving or exceeding performance targets

- Solid leadership, interpersonal, Excellent communication and presentation skills

- Ability to work independently and collaborate as part of a team

- Ability to travel approximately 25% of the time

Total Rewards: 

In the spirit of pay transparency, Panopto is excited to share the salary range for this position which is $140,000 - $150,000 USD per year. This salary range may include multiple levels. Your level is based on our assessment of your interview performance, skills, experience, and/or location. Salary is just one component of Panopto’s total compensation package for employees. ​For sales positions, you will earn commission based on the defined ‘on target earnings’. Your total rewards package at Panopto will include comprehensive health benefits, 401k match, unlimited PTO, and more. All employees participate in our annual bonus program. A full list of our total reward offerings can be found at Panopto Careers. 

Panopto is committed to pay equity and transparency. We explicitly do not negotiate salary outside of the defined range to ensure that we aren’t introducing bias that could lead to pay inequities within the team between candidates who have different negotiation tactics.

Our people and culture

Panopto’s mission is to help anyone share knowledge using video. Our user base is as diverse as the world’s universities and businesses. Panopto’s commitment to fostering a diverse, equitable, and inclusive culture empowers each member of our team to express their authentic selves, contribute their distinct perspectives and make a meaningful impact both individually and collectively. This inclusive environment not only encourages creativity and the free exchange of ideas but also harnesses the power of varied viewpoints. As a result, we are better equipped to tackle our most intricate challenges, leveraging the wealth of different experiences and backgrounds within our team. This collaborative spirit not only drives us towards effective solutions but also fuels our drive to continually improve and innovate, ultimately enhancing the quality of our products and services. It’s what sets Panopto apart as a unique and rewarding place to work.

Our purpose

We believe that video can have a transformative effect on learning. So we built a video knowledge management platform that helps businesses and universities improve the way that they train, teach, and share knowledge. Since 2007, we have been a pioneer in video capture software, video management, and inside-video-search technology. Panopto has been adopted by more than 1,500 companies and universities worldwide with over ten million end users. Today, Panopto’s knowledge management platform is the largest repository of expert learning videos in the world. A proud remote-first company, Panopto is headquartered in Pittsburgh, with offices in London, Hong Kong, Singapore, and Sydney, and has received industry recognition for its innovation, rapid growth, and company culture.

Panopto is an Equal Opportunity Employer. We value and encourage diversity and solicit applications from all qualified individuals which will receive consideration for employment without regard to race, color, religion, sex, marital status, sexual orientation, gender identity or expression, national origin, age, disability or protected veteran status, or any other legally protected criteria, in accordance with applicable law. Panopto is committed to providing reasonable accommodation to applicants with disabilities. If you require accommodation for interviewing or otherwise participating in the employee selection process, please provide more detail on how we can further support you by reaching out to the Employee Experience department.

Hybrid, US: Candidates looking for flexible or remote-friendly positions are encouraged to apply. Panopto is proud to be a remote-first company. Employees in this position are eligible to work remotely. Still, they must make regular trips to the Pittsburgh office, located on the north side of Pittsburgh along the Three Rivers Heritage Trail with quick access to downtown. 

Remote, US: Candidates looking for flexible or remote-friendly positions are encouraged to apply. Panopto is proud to be a remote-first company. Employees in this position are eligible to work remotely. 

Remote, International: Candidates looking for flexible or remote-friendly positions are encouraged to apply. Panopto is proud to be a remote-first company. Employees in this position are eligible to work remotely. Still, they may make regular trips to the local international office from time to time, where applicable.