As the Senior Director of Strategic Account Management, you will lead a team of strategic account managers overseeing the portfolios of our most influential customers, while managing a small portfolio yourself. You will set the standards for white glove portfolio treatment, including defining the team’s operational workflows, strategy development, and engagement tactics. 

This pivotal leadership role drives customer success, revenue expansion, and operational excellence to ensure we continue to foster strong partner relationships and drive long-term growth across our highest-value accounts. It requires a strategic thinker with strong enterprise account management, tea leadership, and cross-functional collaboration. 

Job Responsibilities: 

White Glove Service Strategy 

• Define and continuously refine the “white glove” service model for strategic accounts, establishing clear standards for responsiveness, personalization, and partnership excellence. 
• Set expectations and accountability measures for the Strategic Account Management team to ensure consistent delivery of premium service across all high-value partnerships. 
• Create and maintain playbooks, frameworks, and best practices that guide the team in proactive communication, anticipatory problem-solving, and value creation for strategic partners. 

Scalable Onboarding Process Design 

• Design and implement scalable onboarding processes that enable the activation of multiple partner accounts simultaneously, ensuring efficiency without compromising service quality. 
• Collaborate with internal RCX teams, Clubs/Teams, and Pro Leagues to create streamlined workflows that support concurrent partner launches while maintaining white glove standards. 
• Establish clear communication protocols and project management frameworks to coordinate cross-functional resources during multi-account onboarding initiatives.  

Strategic Relationship Management 

• Develop and maintain executive-level and operational relationships with key RCX league partners to ensure trust, alignment, and long-term collaboration. 
• Serve as the primary point of escalation and strategy for top-tier accounts, ensuring rapid response and proactive communication. 
• Conduct regular business reviews and strategic planning sessions to align goals, evaluate performance, and identify new opportunities for growth. 

Growth Strategy & Planning 

• Design templates and standard operating procedures to measure white glove account performance and Account Manager performance in a standardized fashion. 
• Leverage data insights and market trends to identify expansion opportunities across new sports, geographies, or programs for Strategic Accounts. 
• Collaborate with internal teams (Marketing, League Development, Technology, Fulfillment, Programs) to design and implement strategic initiatives for partner growth and innovation and remove blockers on behalf of their team based on the challenges they are facing. 

Team Leadership & Department Oversight 

• Lead and mentor the Strategic Account Management team, providing direction, coaching, and support to ensure consistent delivery of “white glove” service. 
• Establish performance expectations, KPIs, and professional development plans for team members. 
• Drive a culture of proactive partnership, operational excellence, and data-informed decision-making. 

Cross-Functional Collaboration 

• Partner closely with internal RCX departments including League Success, Onboarding, Fulfillment, Technology, Marketing, and Programs to coordinate resources and ensure seamless delivery for strategic partners. 
• Collaborate with the Senior Leadership Team on contract renewals, expansion discussions, and key strategic initiatives. 
• Represent the voice of key customer internally, influencing product, policy, and service enhancements that improve the overall client experience. 

Operational & Financial Performance 

• Oversee the end-to-end lifecycle of all strategic accounts, ensuring successful execution from account onboarding through renewal and growth planning. 
• Track and analyze account performance metrics including participation, retention, and revenue growth. 
• Identify opportunities to grow accounts through new program offerings, expanded location coverage, and consultative support to promote leagues 
• Identify key trends and insights from strategic account portfolio to influence RCX product roadmap and program-specific value proposition 
• Prepare and present quarterly and annual reports summarizing strategic account outcomes, opportunities, and recommendations for improvement. 
• Development and oversight of Account Management Budget 

Minimum Qualifications: 

• Bachelor’s degree in Business, Sports Management, Marketing, Communications, or a related field (Master’s degree strongly preferred) 
• 8+ years of progressive experience in account management, customer success, business development, or partnership management  
• At least 5 years in a leadership role overseeing client-facing teams 
• Demonstrated success managing strategic or enterprise-level partnerships in sports, recreation, entertainment, or brand licensing 
• Ability to design and implement account growth plans that drive measurable participation and revenue increases 
• Proven ability to collaborate with and manage senior leaders and key stakeholders at partner organizations 
• Deep understanding of retention strategies, lifecycle management, and proactive account engagement 
• Experience using data and analytics to identify trends, risks, and opportunities 
• Ability to collaborate effectively across multiple departments 
• Proficiency in designing, implementing, and influencing custom workflows and processes using CRM systems that drive target outcomes and operational efficiency. 
• Passion for youth sports and expanding access to sporting opportunities 

Additional Position Details: 

• Travel: Up to 33% of the time 
• Work Schedule: Full-Time 40 hours/week (Monday-Friday) with occasional nights and weekends 
• Compensation Structure: This is a Full-Time Salaried position (OT-Exempt), paid semi-monthly. This position is eligible for an annual discretionary bonus & benefits including Medical, Dental, Vision, Life Insurance, Disability, 401(k), Paid Parental Leave, Unlimited PTO, Monthly Wellness Expense Reimbursement and additional voluntary benefits. 
• Location: Remote  
• Reports to: Vice President of League Success Management 
• Supervisory Responsibilities: This position will have direct reports. 

• Stay Healthy: Enroll in comprehensive benefits & insurance plans with no waiting period
• Be Well: Expense up to $65 per month for health & wellness
• Maximize Savings: Contribute to your 401k retirement savings with company matching
• Be Comfortable: Enjoy a relaxed casual dress code
• Take Time: Enjoy a variety of time off benefits including Unlimited PTO and paid Parental Leave
• Stay Connected: Work equipment (laptop and monitor) provided by RCX Sports plus, expense up to $350 towards the purchase of a personal use laptop, tablet, or computer