Global Strategic Account Service Director

THE ROLE

 As the Global Strategic Account Service Director for Everpure’s most valued global enterprise relationships, you will drive mutual innovation and measurable value creation. You are the primary architect of the customer service journey, ensuring our technology and services align perfectly with our clients' core business missions. By matrix-leading cross-functional experts and collaborating with Sales and Product leadership, you transform complex service portfolios into strategic business advantages that solidify Everpure as a trusted advisor.

WHAT YOU’LL DO

• Drive Strategic Outcomes: Serve as the single point of accountability for the end-to-end customer experience, partnering with Sales to execute 3-year integrated account plans that maximize customer loyalty and wallet share.
• Lead Matrixed Delivery Teams: Orchestrate a dedicated global team of Service Account Managers, Engineers, and Customer Success Managers to ensure high-quality, consistent service delivery and proactive resolution of high-level escalations.
• Design the Customer Lifecycle: Architect the service-focused vision and relationship roadmap, championing customer requirements directly into Everpure’s Engineering and Product roadmaps to drive account-based innovation.
• Optimize Business Performance: Manage account-level profitability and retention strategies, maintaining "World Class" CSAT and NPS scores while targeting 100% renewal rates through value-add service adoption.
• Govern Program KPIs: Own and communicate the success index for strategic accounts to senior executive leadership, utilizing data-driven insights to establish a company-wide culture of customer-centricity.

WHAT YOU BRING

• Executive Relationship Leadership: Proven ability to build and manage influential partnerships at the C-suite level, acting as a trusted advisor to global enterprise organizations.
• Matrix & Cross-Functional Mastery: Expert-level skill in leading diverse, indirect teams (Sales, Engineering, Finance, and Support) to achieve unified customer outcomes in a fast-paced environment.
• Advanced Business & Financial Acumen: Proficiency in managing account profitability, identifying revenue opportunities, and translating technical service delivery into tangible business value for the customer.
• Operational Excellence: Deep experience in designing service delivery models, lifecycle management, and continuous improvement activities to resolve complex organizational challenges.
• Location: We are primarily an in-office environment and therefore, you will be expected to work from the North Carolina or New York office in compliance with Everpure’s policies, unless you are on PTO, or work travel, or other approved leave.

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