Director of Strategic Accounts in New York at Jobgether

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Director of Strategic Accounts based in United States.

As Director of Strategic Accounts, you will own relationships with some of the organization’s most important and high-value customers.
You will serve as the primary corporate relationship leader, ensuring a consistent and exceptional experience across teams, locations, and service lines.
The role combines strategic account management, customer retention, executive engagement, and commercial growth.
You’ll act as the voice of the customer internally while coordinating operational, sales, quality, finance, and other stakeholders around shared priorities.
You will proactively identify risks, resolve complex issues, uncover expansion opportunities, and strengthen long-term partnerships.
Success requires strong influence, business judgment, analytical thinking, and the ability to lead without relying solely on direct authority.
This is a highly visible leadership opportunity for an experienced B2B account professional who thrives in complex, multi-stakeholder environments.

• Serve as the primary corporate relationship owner for assigned strategic, national, and high-value customer accounts, developing a deep understanding of their business, priorities, organizational structures, testing programs, and long-term objectives.
• Build relationships with customer stakeholders at operational and executive levels, maintaining consistent engagement beyond individual projects, locations, or laboratory interactions.
• Develop and maintain strategic account plans covering customer priorities, service expectations, risks, opportunities, retention objectives, and growth opportunities.
• Lead regular business reviews with strategic customers to evaluate performance, discuss future requirements, strengthen relationships, and reinforce partnership value.
• Own customer retention and relationship health, proactively identifying dissatisfaction, service risks, competitive threats, and potential attrition.
• Act as the senior escalation point for complex customer concerns, coordinating internal teams to resolve issues and ensuring corrective actions and commitments are clearly assigned, tracked, communicated, and completed.
• Coordinate across laboratory operations, Customer Service, Sales, Quality, Finance, IT, Logistics, and other functions to ensure strategic customer requirements are consistently understood and delivered.
• Facilitate internal strategic account meetings, establish accountability for customer commitments, and align operational capacity, turnaround times, service expectations, and customer priorities.
• Partner with Sales and Business Development to identify opportunities to expand existing relationships through additional services, testing capabilities, locations, or solutions.
• Support contract renewals, RFPs, pricing discussions, and strategic proposals while providing customer and market intelligence to commercial and executive leadership.
• Establish and monitor account KPIs, including retention, revenue trends, service performance, turnaround time, complaints, escalations, and customer satisfaction.
• Develop account scorecards and dashboards, using customer and operational data to identify trends, risks, service improvements, and growth opportunities.
• Provide executive leadership with regular updates on account health, significant risks, opportunities, and organizational actions required.
• Influence stakeholders across departments and locations, balancing customer advocacy with operational, financial, quality, and regulatory considerations.
• Travel to customer and company locations as required, with travel expected to represent approximately 50% of working time.

• Bachelor’s degree in Business, Science, Environmental Science, Chemistry, or a related field preferred.
• 7+ years of experience in strategic account management, customer success, commercial leadership, laboratory services, environmental services, or another relevant B2B industry.
• Proven experience managing large, complex, national, or multi-location customer relationships, preferably within a technical or scientific services environment.
• Demonstrated ability to establish and manage executive-level customer relationships and communicate effectively with senior stakeholders.
• Strong understanding of customer retention, strategic account management, service delivery, and relationship health.
• Experience leading cross-functional initiatives and influencing stakeholders without relying on direct reporting authority.
• Strong analytical, organizational, communication, negotiation, and problem-solving capabilities.
• Ability to use customer and operational data to identify trends, assess account performance, and inform strategic decisions.
• Strong business judgment and the ability to navigate complex customer situations with professionalism, discretion, and sound judgment.
• Ability to balance customer needs with operational, financial, quality, and regulatory requirements.
• Experience in laboratory testing, environmental services, scientific services, or another technical service organization is preferred.
• Comfortable working in a general office environment and meeting occasional physical requirements, including lifting or moving up to 25 pounds.
• Willingness and ability to travel approximately 50% of the time.

• Competitive compensation and benefits designed to support employees’ professional and personal wellbeing.
• Medical, dental, and vision insurance coverage.
• Life and disability insurance.
• Paid time off, including vacation, holidays, and flexible time off options.
• Wellness program supporting employee health and wellbeing.
• Tuition reimbursement to support continued learning and professional development.
• Employee referral bonus opportunities.
• Collaborative and supportive work environment with engaged leadership.
• Mission-focused culture centered on respect, accountability, appreciation, loyalty, safety, quality, and compliance.
• Strategic leadership opportunity with significant exposure to executive stakeholders, major customers, and cross-functional teams.
• Travel-based customer engagement, providing opportunities to build high-level relationships across multiple locations.