Director of Key Account Management

ET Global is seeking a results-oriented and strategic Director of Key Account Management to oversee our team of Key Account Managers (KAMs), ensuring client retention and revenue growth. This critical leadership role focuses on delivering outstanding service and value to our top-tier clients, promoting process compliance, continuous improvement, and alignment of the KAM team with organizational objectives and long-term strategy.

The Director of Key Account Management will spearhead the strategic planning and implementation of client relationship management for ET Global USA’s most prominent accounts. The position is accountable for enhancing client satisfaction, fostering retention, and driving business growth by guaranteeing the delivery of impactful solutions and premier service. The successful candidate will be an accomplished relationship-builder with extensive experience in experiential marketing, trade shows, and event management environments.

Team Leadership & Development

• Lead, coach, and develop a team of Key Account Managers to exceed performance expectations.
• Conduct regular performance reviews and provide actionable feedback.
• Foster a culture of accountability, collaboration, and continuous learning.

Client Retention & Growth

• Oversee strategic account planning and execution to ensure high retention and expansion of existing accounts.
• Partner with the VP of Strategic Growth to identify upsell and cross-sell opportunities.
• Monitor client health metrics and proactively address risks.

Process & Performance Management

• Ensure KAMs follow standardized processes for account management, reporting, and client engagement.
• Implement and refine best practices for account lifecycle management.
• Track KPIs and drive operational improvements across the team.

Customer Journey Oversight

• Champion a seamless and consistent customer experience across all touchpoints.
• Collaborate with marketing, product, and operations to align client needs with internal capabilities.
• Resolve escalated client issues and ensure timely follow-through.

Strategic Alignment

• Translate company growth objectives into actionable plans for the KAM team.
• Contribute to quarterly and annual planning cycles with insights from client interactions.
• Support the VP of Strategic Growth in executing initiatives tied to revenue and EBITDA goals.

Preferred skills and qualifications:

• 7 years of experience in key account management, client success, or strategic sales leadership.
• Proven track record of leading high-performing teams and driving client retention and growth.
• Strong understanding of customer journey mapping and process optimization.
• Excellent communication, coaching, and analytical skills.
• Experience in B2B environments, preferably in marketing, technology, or professional services.
• Bachelor’s degree in Marketing, Business, Communications, or related field