Director, Enterprise Account Management

Lead the entire Expand Segment consisting of several Account Management teams, which includes hiring, coaching, motivating and empowering teams and leaders to deliver business results and achieve customers’ goals. You will own segment-level growth targets, existing customer spend retention and contract renewals, including a rigorous operational bottoms-up Forecasting cadence. Define strategic direction for the Enterprise Segment ensuring our teams continuously evolve to meet the needs of our customers, our product capabilities & Upwork priorities. Take ownership of team performance, proactively identifying gaps and implementing corrective actions to drive growth and retention. Leverage data to understand and drive our business, build new processes and best practices to improve customer experience, and team’s effectiveness and efficiency. Develop relationships with senior stakeholders at our customers, navigate complex situations, coach internal teams and make decisions leading to successful outcomes. You will maintain deep understanding of the talent/workforce management/staffing market trends. You will also provide thoughtful product feedback to R&D teams, and represent product roadmap and vision to the customer. Work effectively with cross-functional partners like Customer Success, Professional Services Support, Marketing, and R&D. Exercise sound judgment, customer-centricity, and bias for action in resolving issues through effective and collaborative problem-solving, appropriate escalations.