Director, Account Management Operations

About this Opportunity:

As a Director, Account Management Operations, you will lead a team responsible for customer retention, operational efficiency, and Salesforce strategy across our multi-org environment. This includes overseeing renewals management, revenue retention, and Salesforce administration. This role requires a strong leader with deep Salesforce expertise and a proven ability to drive process improvement and operational excellence. As we continue to evolve and live our Orion values, we are looking for someone to grow with us.

For External Candidates:
Candidates must work in-office at one of the following locations for at least 3 days per week: Omaha, NE; Chandler, AZ; Lehi, UT.

For Internal Candidates:
All internal employees, regardless of their current work arrangement (remote or in-office), are encouraged to apply.

• In this role, youll get to:

• Lead and mentor three teams dedicated to optimizing the customer journey: Renewals Management (on-cycle renewals), Revenue Retention (off-cycle renewals, including terminations and M&A), and Salesforce Administration (optimizing Salesforce across our multi-org environment)

• Cultivate a high-performing culture emphasizing collaboration and accountability

• Define and implement Salesforce architecture and strategy across Orion's multi-org environment, including data management, security, integrations, and customizations.

• Evaluate and recommend strategies for consolidating to a single Salesforce org versus maintaining a multi-org structure

• Oversee Salesforce utilization, ensuring data integrity, process adherence, and effective use of the platform to manage customer relationships and drive operational efficiency

• Bring together a consolidated view of client experience within Salesforce by integrating data and insights from various touchpoints

• Effectively manage Accounts and Contacts within Salesforce to ensure accurate, complete, and up-to-date information, providing a 360-degree view of our clients

• Develop and implement strategies to optimize renewal rates across all scenarios, ensuring timely and efficient processing and achieving key performance indicators

• Develop specialized processes and workflows for managing off-cycle renewals

• Identify and implement opportunities to streamline and optimize workflows across Account Management Operations, leveraging technology and best practices to improve efficiency and productivity

• Champion process improvement initiatives to enhance efficiency, scalability, and user satisfaction with Salesforce

• Analyze key performance indicators (KPIs), including renewal rates, churn, and customer satisfaction, to identify trends, areas for improvement, and opportunities to enhance customer relationships and drive value

• Develop and manage the Account Management Operations budget, ensuring resources are allocated effectively to support team goals and initiatives

• Collaborate closely with Sales, Marketing, Service, Legal, and other teams to ensure seamless customer experiences and alignment on key objectives

Were looking for talent who:

• Has 12-15 years of experience in Account Management, Customer Success, or a related field with a strong emphasis on Salesforce administration, architecture, and strategy within a multi-org environment

• Has 7+ years of experience in a leadership role, with a proven track record of managing and developing teams in areas such as Salesforce administration and optimization

• Has deep understanding of Salesforce architecture and best practices, including experience with data modeling, security models, and integration patterns

• Has experience in developing and implementing Salesforce strategies, including evaluating single-org versus multi-org approaches

• Has deep understanding of renewal management best practices across various scenarios, including on-cycle and off-cycle renewals, and demonstrated experience in managing complex off-cycle renewals

• Has extensive experience with Salesforce in a multi-org environment, including administration, configuration, reporting, user management, security, and integration with other systems

• Has strong analytical and problem-solving skills; excellent communication, interpersonal, and presentation skills

• Thinks strategically with a process-oriented mindset and a demonstrated ability to drive operational excellence and continuous improvement

• Has a minimum of a high school diploma or equivalent

• Obtains Orion Industry Certification

• Owns and manages relationships with stakeholders directly and works effectively with people at all levels in an organization

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Salary Range:

The pay listed in this posting indicates the estimated pay at the time of this posting; however, may vary depending on geographic location, job-related knowledge, skills, and experience. In addition, Orion offers a competitive benefits package which includes health, dental, vision, and disability coverage on day one, 401(k) plan with employer match, paid parentalleave, pet benefits including pawternity leave and pet insurance, student loan repayment and more.

About Us

At Orion, we achieve our best work when we support one another, staying personally accountable to each other and the clients we serve. We create a welcoming environment where everyone is respected, valued, and heard. Our commitment to create raving fans ensures we consistently exceed client expectations. Thinking differently is in our DNAwe innovate always, push boundaries, and reject the status quo to deliver transformative outcomes. Together, we support one another and see it through to success, driving our collective achievements and those of our clients.