Global Account Director

The Global Account Director is a senior individual contributor responsible for leading, protecting, and growing strategic global client relationships. This role owns the overall account strategy, combining executive-level relationship management, commercial ownership, operational judgment, and the ability to lead complex global teams through influence.

The successful candidate will have demonstrated experience owning $50M+ USD client relationships, with accountability for revenue retention, profitability, and year-over-year growth of 4% or greater. This role requires strong C-suite relationship management and the ability to mobilize cross-functional and geographically dispersed teams to solve complex customer challenges and drive profitable growth.

Experience in financial services, banking, payments, or enterprise technology is strongly preferred, with knowledge of ATM/self-service banking, software, services, and managed solutions highly valued.

• Own the global strategy and overall business relationship for assigned strategic accounts.
• Build and execute disciplined, multi-year account plans incorporating stakeholder maps, installed base, renewal exposure, service performance and risks, competitive position, whitespace opportunities, and clearly defined growth priorities.
• Develop an extensive understanding of the client's business strategy, operating model, technology environment, competitive landscape, and investment priorities.
• Translate customer priorities into actionable account strategies that protect the existing business while creating sustainable opportunities for expansion.
• Lead internal and external global account governance, aligning local, regional, and global stakeholders around shared priorities.

• Own and oversee a strategic account portfolio of $50M+ USD in annual revenue, with accountability for revenue retention, profitable growth, and overall commercial performance.
• Drive year-over-year account growth objectives of approximately 4% or greater, developing clear strategies to achieve growth targets.
• Identify expansion opportunities across hardware, software, services, managed services, modernization, fleet transformation, payments, and adjacent solutions.
• Shape complex proposals, pricing strategies, service packages, contract changes, and business cases with strong commercial and margin discipline.
• Balance growth ambition with sound judgment around profitability, delivery capability, commercial exposure, and customer risk.
• Know when to defend value, when to negotiate, and when potential revenue carries unacceptable commercial or delivery risk.

• Establish trusted relationships with C-suite executives and senior decision-makers across business, technology, operations, procurement, security, and other critical functions.
• Act as a strategic advisor by understanding the customer's business objectives, challenges, competitive pressures, and transformation agenda.
• Lead executive business reviews that are candid, forward-looking, data driven, and focused on actions and outcomes.
• Navigate complex stakeholder environments and build alignment across multiple decision-makers and buying centers.
• Represent the customer internally while balancing customer priorities with the organization's commercial and operational objectives.

• Mobilize Sales, Service, Operations, Product, Implementation, Finance, Legal, Technology, and senior leadership around the customer's strategy and priorities.
• Lead through influence across functions, countries, and organizational boundaries without relying on direct reporting authority.
• Ensure the customer experiences one coordinated global team, even when delivery involves multiple business units, functions, or geographies.
• Influence internal decisions related to product strategy, service delivery, solution development, investment priorities, and customer commitments.

• Maintain executive-level visibility into service performance, SLAs, implementation dependencies, operational challenges, and customer-impacting risks.
• Partner closely with service and delivery leadership to ensure commitments are understood and customer outcomes are achieved.
• Take ownership when problems arise, bringing together the right stakeholders to establish accountability and drive resolution.
• Anticipate and escalate risks before local operational issues develop into broader commercial or executive relationship concerns.
• Maintain a strong connection between what is sold, what is contractually committed, and what can successfully be delivered.

• Lead and influence complex negotiations involving pricing, contracts, renewals, service levels, commercial terms, and expansion opportunities.
• Navigate long decision cycles, multiple buying centers, procurement pressure, and politically complex customer organizations.
• Effectively balance local and global customer priorities.
• Build consensus and influence decisions internally and externally without relying on formal authority.

• Use CRM, financial, operational, and commercial data to maintain a comprehensive understanding of account performance and health.
• Maintain visibility into revenue, margin, pipeline, forecast confidence, renewals, service KPIs, churn risk, customer health, and expansion opportunities.
• Maintain disciplined CRM and forecasting practices.
• Use data and insights to proactively address risk, prioritize investment, and identify opportunities.

• Degree, diploma, or equivalent combination of education and relevant professional experience.
• 8–10+ years of progressive experience in global, strategic, enterprise, or complex account leadership, with demonstrated success in commercially accountable or quota-carrying roles.
• Demonstrated experience with direct ownership or primary commercial accountability for large, complex strategic client relationships representing $50M+ USD in annual revenue, including responsibility for revenue retention, growth, and profitability.
• Proven track record of delivering against year-over-year growth objectives of 4% or greater and successfully expanding strategic accounts.
• Demonstrated success developing and executing multi-year strategic account plans across complex, multinational customer environments involving multiple geographies, business units, and stakeholders.
• Strong commercial and financial acumen, including experience with revenue, margin, pricing, forecasting, pipeline management, renewals, contract negotiations, business cases, and commercial risk.
• Demonstrated ability to build trusted relationships with C-suite and senior executive stakeholders, navigate complex customer organizations, and lead strategic and challenging business conversations.
• Proven ability to lead through influence, mobilizing cross-functional and geographically dispersed teams in a matrixed organization without direct reporting authority.
• Strong customer ownership and operational judgment, including an understanding of service delivery, SLAs, implementation dependencies, and customer-impacting issues.
• Consultative and solution-selling experience involving complex technology, software, services, or managed-service offerings.
• Exceptional executive communication, presentation, negotiation, strategic planning, problem-solving, and critical-thinking skills.
• Strong written and spoken business English, experience with CRM platforms such as Salesforce, and proficiency with Microsoft Excel, PowerPoint, Word, and Teams.
• Ability to travel up to 50% based on customer and business needs.

• Experience within banking, financial services, payments, fintech, or enterprise technology, ideally managing major financial institutions or similarly complex enterprise customers.
• Knowledge of ATM/self-service banking, payments, software, managed services, and customer-experience solutions, including an understanding of how technology supports banking and branch operations.
• Experience identifying and developing growth opportunities across software, services, managed services, modernization, fleet transformation, payments, and adjacent solutions.
• Experience managing strategic customer relationships across multiple countries or regions, balancing global and local customer priorities.
• Demonstrated strategic and entrepreneurial mindset with the ability to identify long-term opportunities for customer value and profitable growth.
• Strong collaborative leadership and the ability to align complex internal and external stakeholder groups around customer outcomes.
• Knowledge of Diebold Nixdorf products, services, and solutions is an advantage.