Director, Strategic Account Management

About Auror

At Auror, we're empowering the retail industry to tackle theft and Organised Retail Crime, a $150 Billion problem globally. It's high volume crime that's increasingly organised in nature and is putting people, retailers, and communities at risk every day.

Founded in New Zealand 11 years ago, we're working with some of the best and largest retailers in the world across the US, Canada, Australia, New Zealand, and the UK.

Auror is connecting people and intelligence to reduce crime. We're using technology for good.

In partnership with our leading retail partners, we need people with the passion, determination, and innovation required to overcome one of the world's largest problems. If you're looking to make a difference with and for the people dedicated to stopping crime, for good, then we want you on our team.

The Role

As Director, Strategic Account Management North America (known internally as Director, Retail Partnerships), you will play a pivotal role in our growth and success. You will lead a team of Strategic Account Managers (known as Retail Partnership Managers) and oversee the development and execution of strategic account plans to maximize customer satisfaction, retention, and revenue growth. Your primary goal will be to strengthen customer relationships and ensure our customers receive unparalleled value from our platform.

Key responsibilities of this role include, but are not limited to:

• Define and build ongoing plans, objectives, and supporting structures to support achieving targets and delivering our strategy in North America.
• Recruit and lead a high-performing Retail Partnerships (Strategic Account Management) team, providing guidance, support, and mentorship to help them achieve their goals.
• Establish clear performance expectations and metrics for team activities, outcomes, and the use of Salesforce and other technologies.
• Develop and implement strategies to drive customer satisfaction, retention, and growth across our North American customer base.
• Partner with Sales, Marketing, and Product teams to ensure our customers' needs are met and identify growth opportunities.
• Monitor and report on key customer metrics and use data-driven insights to inform business decisions and to help identify opportunities for growth and improvement.
• Develop and maintain relationships with our key retail partners.
• Represent Auror at industry events and conferences, and participate in thought leadership initiatives to help continue building Auror's reputation in the market.

This role reports to Ruby Arden, VP Customer

I have worked at some of New Zealand's top tech startups over the past 10 years and have discovered I love working with smart and agile teams, solving complex problems. I am passionate about helping people do their best work, am people-led and am an empath to my core. I thrive off watching the people around me doing incredible things and want people to dream big. If you are like me before I joined Auror, you may not yet fully understand what we do. What I can tell you is that the work we do solves real problems - it is meaningful, gives me purpose, and helps keep our communities safe. Outside of work, you will find my girlfriend and I renovating our house, eating at the best spots, and traveling to the beach or snow at any opportunity.

Requirements

About you

• Has led an enterprise Account Management team or similar, preferably within the SaaS industry.
• People leadership experience, with proven success leading, coaching, and developing a team, with a track record of inclusive leadership and collaboration.
• Proven track record in managing and growing large, complex accounts, with a strong ability of achieving sales targets and fostering long-term customer relationships.
• Excellent commercial acumen, with a collaborative approach to working cross-functionally, with both internal and external partners
• Strong strategic thinking with the ability to design and execute long-term partnership strategies that align with organizational goals and drive sustainable revenue.
• Strong analytical skills, able to build and execute strategy around key accounts with a data driven and outcome mindset.
• A highly effective communicator, with the ability to influence and negotiate at all levels of an organization, from team members to C-suite executives.
• Ability to analyze market trends, competitor activities, and consumer preferences to inform partnership strategies and identify new opportunities.
• Comfortable with ambiguity - we operate in a dynamic way which can mean priorities and pace can change accordingly.
• Ability to travel up to 30% to meet and collaborate with our customers

We are looking for people who demonstrate a strong alignment to our Guiding Principles (you can find these on our Careers page).

Auror is committed to providing an inclusive and accessible application process to all candidates and we are actively working to improve diversity within the tech industry. We celebrate diversity and inclusiveness at Auror, regardless of (but not limited to) race, gender, sexual orientation, family status, religion, ethnicity, national origin, physical disability, veteran status, or age.

If you need adjustments to any part of our recruitment process because of accessibility reasons, please do not hesitate to let us know during the application process. We will work with you to identify adjustments that will allow you to perform at your best.

Benefits

• Competitive salary range: Depending on level of experience, $160,000 - $185,000
• Annual bonus: Discretionary bonus based on company revenue targets

• Employee share scheme: You'll own part of a company making a real difference!
• Flexibility: We are hard-working and outcome focused, but recognise there is more to life than work. We promote a healthy work/life blend.
• Shorter work weeks (at full pay): Everyone gets Friday afternoons off, so you can start your weekend early, and do more of whatever it is that makes you happy.
• Health Care Plan (Medical, Dental & Vision): Auror covers 100% of the cost of your health insurance plan with United Healthcare & Metlife.
• Focus on mental and physical health: We understand how vital our health is and have policies to support your wellness, including: Wellness Days, and up to three expert sessions paid for every year.
• Family-friendly: We offer comprehensive parental leave and benefits for primary and non-primary caregivers, including a baby bonus and meals delivered to your door.
• Personal growth: We support our team to participate in courses, conferences, or events that will help them develop their skills.
• Team love: We have regular team lunches and social events where most (if not all) activities are during work hours.

Next steps:

If you're excited about our mission and you have the experience and a passion for this role, please hit "Apply".

If you're not sure that you tick all the boxes but feel you're close to what we're looking for, please apply anyway! We're proud that Auror is a place where everyone can learn and grow so we'd love to hear from you.

You'll be asked to submit a cover letter as part of your application. While this is optional we do encourage it, as we find cover letters can tell a story that resumes alone often cannot. Our hiring team love to understand what attracted you to this role and why you are excited about the opportunity to join Auror.

Once you apply, you'll hear from us to acknowledge your application. If you have questions about any of the above, or if you have any accessibility requirements, we'll be able to help you from there.

The deadline for applications is 30 May 2025