Director, Account Management- PAR Retail Customer Success - PAR

Position Description: 

PAR Retail (formerly Stuzo), A PAR Technology product, partners with convenience and fuel retailers to build customer loyalty strategies that drive business outcomes.

The Director, Account Management for PAR Retail Customer Success is a dual-role position, balancing leadership as a people manager with individual contributions to customer success. In this role, you will act as the internal point of contact for PAR Retail accounts, serving as a strategic advocate for customers while driving measurable business outcomes.

As both a leader and contributor, you will manage and mentor a team of Account Managers to deliver exceptional results while directly owning key customer relationships. Collaborating closely with Engineering, Product, Customer Success, Delivery, and external partners, you will ensure the high-quality, on-time delivery of programs and outcomes.

Leveraging your expertise as a PAR Retail and industry subject matter expert, you will proactively lead with solutions, offer strategic recommendations, and drive measurable business results for our retail customers in the fuel and convenience industry.

Position Location: Remote, based in US, with potential travel up to 30% based on customer and business needs

Reports To: VP of Customer Success, PAR Retail

What We're Looking For:

Essential Qualifications:

• Bachelor's degree or equivalent experience

• 10+ years of experience in related industries (Loyalty Software and/or Fuel and Convenience software)

• Proven ability to collaborate across internal and external teams to deliver results for customers

• Experience training, managing, and mentoring teams in a remote environment

• Interest in customer engagement and how digital programs enhance customer relationships

• Exceptional written, verbal, organizational, and facilitation skills

• High emotional intelligence with the ability to build authentic, trust-based customer relationships

• Skilled at presenting key business metrics transparently to leadership, highlighting strengths and opportunities

• Detail-oriented mindset with a proactive approach to identifying risks and implementing solutions that balance customer needs and business goals

• Ability to prioritize and excel in a fast-paced environment, balancing strategy and tactical execution

• Track record of meeting deadlines and delivering high-quality results

• Ability to explain technical concepts, risks, and challenges in a clear, actionable manner
• Strong problem-solving skills, with a growth mindset and willingness to learn new skills and subject matter

Preferred Qualifications:

• Bachelors degree
• Experience leading a team of 3-5 

What You Will Do and Own:

• Develop a deep understanding of the Open Commerce platform's features and advocate for valuable, customer-centric implementations

• Own and grow customer relationships through strategic program recommendations, platform education, and customer advocacy

• Manage a team of Account Managers, supporting them in delivering measurable business outcomes for our retail customers

• Guide the team to use data-driven insights to deliver tailored presentations aligned with each customer's business goals

• Creatively translate product capabilities into impactful solutions that deliver measurable results for customers

• Support the Account Management team in producing high-quality, impactful Quarterly Business Reviews, partnering with the broader Customer Success team to develop actionable and insightful content

• Continuously optimize the Account Management function within the Customer Success team, identifying opportunities to enhance processes, team skills, and impact over time

Interview Process:

• Interview #1: Phone Screen with Talent Acquisition Team
• Interview #2: Video interview with the Hiring Manager (via MS Teams)
• Interview #3: Video interview with another Director on PAR Retail CS team (via MS Teams)
• Interview #4: Video interview with a PAR Retail Account Manager (via MS Teams)

Compensation:

The base salary range for this position is $135,000 to $155,000 USD per year commensurate with work location, experience, skills, certifications, education, and prior accomplishments. The position will also include commission based on KPIs related to account renewal and retention.

Perks and Benefits:

• Unlimited PTO (Exempt Employees)
• Healthcare Benefits
• Fitness/ Wellness Reimbursement ($300/year)
• Internet Stipend (Remote employees)
• Employee Stock Purchase Program
• 401k Match