Associate/Director, Account Management

About the Role

The Associate/Director, Account Management is a customer-facing leader responsible for owning MEI’s relationships with existing customers and driving long-term value from those partnerships. This role sits within the Account Management function and is accountable for two core outcomes: delivering exceptional customer satisfaction and generating new business opportunities from MEI’s existing customer base.

The role balances time spent directly engaging customers and responsibility for orchestrating internal execution. Approximately 20% of the role is expected to be spent on the road meeting with customers to strengthen relationships, uncover new opportunities, and advance business development. Internally, this person serves as the primary coordinator for customer needs, ensuring alignment and follow-through across finance, asset management, billing, legal, marketing, and other teams.

With broad visibility across the organization, this role partners closely with Marketing and the Senior Leadership Team to translate customer insights into internal storytelling that helps MEI better understand who its customers are, what they value, and how MEI can continue to grow alongside them.

What You’ll Own

• Customer Relationship Ownership – Serve as the primary point of contact for assigned customers, owning the overall customer experience and building trusted, long-term relationships through regular engagement, including in-person meetings.
• Customer Satisfaction – Ensure customer needs, questions, and issues are addressed with timely, thoughtful, and customer-centric responses, driving high levels of satisfaction and long-term retention.
• Internal Quarterbacking – Translate customer requests and priorities into clear internal actions, coordinating across finance, asset management, billing, legal, marketing, and other teams to ensure execution and follow-through. Communicate progress back to the customer.
• Business Development from Existing Customers – Identify, qualify, and advance new opportunities originating from existing customer relationships, working with internal teams to move opportunities from concept through proposal & exclusivity.
• Feasibility & Proposal Coordination – Route customer interest through MEI’s feasibility assessment process and support the development of both indicative and full proposals aligned with customer objectives.
• Customer Storytelling & Insight Sharing – Partner closely with Marketing to contribute customer narratives, insights, and success stories that inform internal communications, sales enablement, and broader organizational understanding.

What Will Help You Succeed

• Education & Background – Bachelor’s degree or equivalent professional experience.
• Experience – 5+ years (Director) or 2+ years (Associate) of experience in account management, customer-facing roles, consulting, or sales, with a demonstrated ability to manage complex customer relationships and close on business-aligned opportunities.
• Cross-Functional Leadership – Proven experience coordinating and influencing cross-functional teams to complete both administrative and strategic tasks.
• Customer-Facing Acumen – Strong presence and communication skills, with the ability to engage credibly with senior customer stakeholders and deliver polished, customer-centric responses.
• Organizational Rigor – Exceptional ability to track, prioritize, and manage a high volume of tasks, action items, and follow-ups generated from customer meetings and requests.
• Storytelling & Synthesis – Ability to translate customer conversations into clear internal direction, insights, and narratives that resonate across the organization.
• Tools & Systems – Familiarity with CRM systems (Salesforce) and standard business productivity tools.
• Mindset – Customer-first, collaborative, and solutions-oriented, with comfort operating in a fast-paced, cross-functional environment.

Benefits

• PTO and company holidays
• Medical, dental, vision
• Employer-paid short-term disability, long-term disability, life insurance
• 401(k) and company match
• Professional development stipend
• Strong culture of collaboration, performance, and personal growth