Account Director

Role Overview

Principal Objectives:

The Account Director is responsible for the active account management of a select portfolio of key accounts in their region. A senior member of the Client Success team, they are responsible for nurturing existing enterprise level client relationships and hitting retention and performance targets. This role will proactively assist clients in the use of Vista products and provide guidance, training and support to the regional Client Success team as required.

A regional role, the Account Director reports to the Regional Head of Client Success who will oversee project prioritization and deployment.

Key Responsibilities:

Customer Engagement

• Build and maintain proactive relationships by understanding clients' needs.
• Align client objectives with Vista Group products and services.
• Ensure project oversight, managing escalations as necessary.

Account Ownership

• Own strategically important accounts requiring senior attention.
• Ensure world-class customer service and support.
• Act as the primary liaison between the client and Vista.
• Provide accurate quotes for software and services.
• Lead client planning sessions; document call and account plans.
• Serve as the escalation point for client concerns.
• Occasional domestic and international travel required.
• Support the Account Management team to ensure effective client management.

Billing & Forecasting

• Ensure accurate invoicing across products and services.
• Manage debtors and implement strategies to minimize client debt.
• Maintain customer forecasts in Vista’s CRM system.

Issue Resolution:

• Serve as the escalation point for complex client issues to ensure satisfaction.

Cross-Functional Collaboration:

• Collaborate with sales, product, support, and engineering teams.
• Participate in cross-regional and departmental initiatives.

Continuous Learning

• Stay updated on industry trends and customer needs.
• Expand knowledge of Vista Group software and the cinema industry.
• Perform other assigned duties.

People Management:

• Lead and manage direct reports to meet targets.
• Provide coaching and mentorship to junior team members.
• Ensure team performance meets Vista standards.
• Address performance issues promptly, providing training as needed.
• Train team members on relevant functions.
• Conduct performance and salary reviews as scheduled.

Requirements

• 3+ years of experience with Vista cinema and/or Movio products; includes implementation, configuration, and support.
• Proven track record in managing client expectations and ensuring customer satisfaction.
• Ability to communicate complex technical concepts to non-technical stakeholders.
• Strong interpersonal skills focused on relationship building, negotiation, and conflict resolution.
• BSc in IT, Computer Science, or equivalent preferred.
• Excellent attention to detail and written communication skills.
• Strong problem-solving abilities and client relationship management skills.
• Knowledge of cinema operations.
• Proficient in Microsoft Office (Outlook, Word, Excel, PowerPoint, etc.).

Benefits

We’ve got you covered…

Our employees are our most important asset and that’s reflected in our benefits. We offer:

• Medical, Dental and Vision
• 401(k) with company match
• Cool movie perks
• Great office culture with organized social outings and activities