Key Account Director

Description

Who are we?

Zencity is re-inventing the way governments hear from, understand, and engage with their residents. Our community input & insights platform and community survey solution use advanced NLP and ML algorithms to help government organizations make data-driven decisions. Our global team of urban enthusiasts and data geeks works with over 300 cities—from Los Angeles, to New York, to Tel Aviv. If you’re passionate about joining a growing and dynamic company focused on leveraging data and tech to work on real-world challenges and radically improve life in cities—your place is with us!

What is the Role?

As a Key Account Director, you will serve as a strategic partner to our most high-potential, high-value accounts. You will manage a small portfolio of the most influential and complex customers we serve—some of the largest cities in the country—focusing on multi-year growth, account penetration, and unlocking new revenue streams. This role is designed for a senior-level account leader who can blend strategic planning, consultative selling, and cross-functional collaboration to grow relationships exponentially.

Responsibilities:

Executive-Level Relationship Management:

• Own and grow relationships with senior city leadership across multiple departments.
• Act as a trusted advisor to city decision-makers, guiding them through strategic planning and demonstrating Zencity’s value over the long term.
• Lead executive business reviews and set the vision for long-term partnerships.

Strategic Account Planning & Growth:

• Develop and maintain multi-year account plans tailored to each city's unique structure, needs, and strategic goals.
• Drive deep penetration across departments, functions, and agencies to uncover and close upsell and cross-sell opportunities.
• Partner with Customer Success and Sales Development to ensure proactive, coordinated growth strategies.

Commercial Ownership & Expansion:

• Lead commercial discussions with a focus on complex renewals, upsells, expansions, and high-value negotiations.
• Identify and pursue "whale" opportunities—untapped, high-revenue initiatives within existing customers.
• Consistently exceed revenue targets through strategic account expansion.

Internal Leadership & Cross-Functional Collaboration:

• Champion the voice of the customer across the organization.
• Influence internal roadmap and service delivery based on customer insights and strategic needs.
• Mentor and support other account team members in driving best practices and account excellence.

Requirements

• 5+ years of experience in senior-level account management, customer success, or enterprise sales in SaaS.
• Proven success managing high-value, complex accounts and expanding relationships across large organizations.
• Expertise in creating and executing long-term strategic account plans.
• Track record of delivering multi-million-dollar growth through both renewals and net-new revenue within existing accounts.
• Comfortable engaging with executive stakeholders, navigating city government hierarchies, and managing multi-threaded relationships.
• Proficiency in MEDDICC/MEDDPICC frameworks is required.
• GovTech experience is strongly preferred.
• Experience with Salesforce, Planhat, and enterprise sales and account management tools.
• Excellent communication, negotiation, and executive presentation skills.
• Passion for public service, civic innovation, and helping governments better serve their communities.
• Willingness to travel ~40% to meet with key customers for strategic planning sessions, on-site relationship building, and executive business reviews.