Director of Account Development

The Director of Account Development is responsible for ensuring client satisfaction, retention, and growth across existing carrier and law firm accounts. This role will begin as an individual contributor, with a heavy emphasis on reestablishing strong client relationships, stabilizing service levels, and identifying opportunities for expansion.

Reporting directly to the SVP of Business Development and Account Management, the Director partners closely with operations, and analytics to ensure clients experience best-in-class support. This leader will also be accountable for establishing and standardizing the processes, metrics, and tools that will sustain long-term account management success, including CRM adoption, KPI development, and training programs.

Initially, the Director will focus on strengthening relationships with existing clients and ensuring retention before pursuing growth opportunities. Once processes, reporting, and training frameworks are in place, and expansion within the portfolio demonstrates the need, the Director will make the business case to add and oversee an Account Manager.

ESSENTIAL JOB FUNCTIONS

Client Retention and Growth

• Serve as the primary point of contact for assigned carrier and law firm accounts, ensuring satisfaction and long-term retention.
• Build a deep understanding of client needs, service expectations, and areas for improvement.
• Identify opportunities for account expansion in partnership with the SVP of Business Development.
• Develop consultative relationships with clients, positioning the company as a trusted partner.

CRM, Reporting, and Process Development

• Lead the rollout of Salesforce CRM access and usability for the division.
• Build dashboards and reporting tools that provide visibility into client health, implementation success, and retention KPIs.
• Establish standardized documentation for KPIs, BPIs, and implementation tracking.
• Create training materials and account management processes that ensure consistency and scalability.

Leadership and Future Team Building

• Act as an initial individual contributor with accountability for results.
• Once processes and expansion opportunities have been proven, develop the business case for hiring and onboarding an Account Manager.
• Mentor future account management staff by providing clear expectations, structured training, and ongoing development.
• Contribute to a positive, collaborative culture focused on client outcomes, operational excellence, and continuous improvement.

• Bachelor's degree preferred.
• 5-7 years of experience in account management, customer success, or client-facing roles within insurance, legal, or related service industries.
• Proven experience managing complex, multi-location or enterprise accounts; carrier or law firm account exposure strongly preferred.
• Demonstrated ability to drive client retention and identify growth opportunities.
• Strong track record of implementing reporting tools, CRM systems, or KPI frameworks.

• Strong relationship-building and client management skills with executive presence.
• Highly organized, detail-oriented, and data-driven.
• Ability to work cross-functionally and influence outcomes without direct authority.
• Skilled in problem-solving and root-cause analysis, with the ability to translate findings into action.
• Strong written and verbal communication skills, including the ability to present to senior leadership and client stakeholders.
• High emotional intelligence with the ability to manage sensitive escalations effectively.
• Demonstrated adaptability and resilience in high-pressure, evolving environments.
• Role requires regular travel to client sites and company offices.

WHO WE ARE

ABI Document Support Services is the largest nationwide provider of records retrieval, subpoena services, and document management for the legal and insurance industries. There is no other company in the market that provides the volume of successfully retrieved records or the document management solutions that ABI offers. Our singular focus is records retrieval and the most advanced technology solutions for our clients to manage, analyze and summarize those retrieved records. We are committed to continually raising the bar for cost effective record retrieval and more thorough analysis and summarization.

Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, genetic information, disability, status as a protected veteran, or any other protected category under applicable federal, state, and local laws.

Equal Opportunity Employer - Minorities/Females/Disabled/Veterans

ABIoffers a fast-paced team atmosphere with competitive benefits (medical, vision, dental), paid time off, and 401k.