The posting
Job Description
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.
Responsibilities
Strategic Account Leadership
- 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.
Revenue Growth & Commercial Ownership
- 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.
Executive Relationship Management
- 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.
Global & Cross-Functional Orchestration
- 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.
Delivery Ownership & Operational Resilience
- 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.
Negotiation & Stakeholder Navigation
- 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.
Data-Led Account Management
- 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.
Qualifications
Required Qualifications
- 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.
Preferred Qualifications
- 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.
About Us
Why should you join Diebold Nixdorf?
Brightest minds + technology and innovation + business transformation The people of Diebold Nixdorf are 23,000+ teammates of diverse talents and expertise in more than 130 countries, harnessing future technologies to deliver personalized, secure consumer experiences that connect people to commerce. Our culture is fueled by our values of collaboration, decisiveness, urgency, willingness to change, and accountability.
–Diebold Nixdorf is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, gender identity, age, marital status, veteran status, or disability status.
** To all recruitment agencies: Diebold Nixdorf does not accept agency resumes. Please do not forward resumes to our jobs alias, Diebold Nixdorf employees or any other organization location. Diebold Nixdorf is not responsible for any fees related to unsolicited resumes**
We are a global Company operating in multiple Locations and Entities. As we are keen to find the best solution for our candidates several legal entities might be applicable for a Job offer. A List of our operating entities can be found here - https://www.dieboldnixdorf.com/en-us/about-us/global-locations
