Senior Commercial Director, North America

Senior Commercial Director, North America

Position Summary

The Senior Commercial Director, North America will lead all sales and customer service functions across LANDAUER's Dosimetry and Industrial & Government business lines in North America. This is a senior commercial leadership role responsible for driving revenue growth through sales strategy and execution, expanding customer relationships, and building a high-performing sales and service organization.

This leader will own the full revenue for North America, protecting and growing a recurring revenue base of approximately $125M, accelerating cross-sell/upsell of add-on services, and reducing customer churn, while ensuring excellent customer experiences through the customer service organization.

Key Responsibilities

Strategic Account & Portfolio Management

- Own the growth strategy and performance of strategic/national account portfolios, with accountability for sustainable year-over-year revenue growth through protecting existing business, expanding current customer relationships, and acquiring new customers.
- Establish and track KPIs for each portfolio and routinely evaluate performance against plan, using visual management tools.
- Identify and prioritize whitespace and competitive opportunities to focus resources on the highest-value growth opportunities.
- Protect and expand existing revenue by proactively identifying competitive threats, contract vulnerabilities, and changing customer needs, and developing strategies to strengthen LANDAUER's position and increase share.
- Own relationships with key decision-makers across strategic accounts such as GPOs, health systems, government agencies to understand customer priorities, strengthen strategic alignment, and develop compelling value propositions.
- Lead regular portfolio business reviews with the VP/GM, providing clear visibility into revenue performance, pipeline, customer retention risks, competitive opportunities, contract utilization, and progress against growth objectives.
- Maintain a strong understanding of market dynamics, competitive activity, and LANDAUER's differentiated capabilities, using those insights to continuously strengthen portfolio strategies and identify new sources of growth.

Revenue Growth & Commercial Strategy

- Own the North America sales and customer service P&L, with full accountability for revenue targets, forecasting, and pipeline management across Dosimetry and Industrial & Government segments.
- Develop and execute a commercial strategy that grows Annual Recurring Revenue (ARR) annually through new customer acquisition, cross-sell/upsell of add-on services, and churn reduction.
- Partner with the VP/GM to set annual sales targets, budgets, and go-to-market priorities for North America.

Team Leadership

- Lead, coach, and develop a multi-layered sales and service organization, including direct management of three Senior Sales Managers, a Sales Compensation Analyst, a Senior Customer Service Manager, and a Business Development Specialist.
- Build a high-performance sales culture with clear accountability, strong pipeline discipline, and consistent achievement of quota and retention targets.
- Design and evolve sales compensation and incentive structures (in partnership with the Sales Compensation Analyst and Finance Leadership that align seller behavior with cross-sell, upsell, and retention goals.

Customer Retention & Experience

- Partner with the Senior Customer Service Manager to ensure a seamless, high-quality service experience for existing dosimetry customers through first touch resolution.
- Implement proactive churn-prevention programs, identifying at-risk accounts early and driving retention strategies across the customer lifecycle.
- Ensure tight alignment between sales, customer service, and operations to protect renewal rates and customer satisfaction.

Cross-Sell / Upsell & Business Development

- Drive systematic cross-sell and upsell of LANDAUER's add-on services into the existing customer base, setting targets, tracking performance, and holding the team accountable to results.
- Provide oversight and management to the Business Development Specialist in their day-to-day management of GPO/IDN and strategic account administration and support.
- Develop and implement contract strategies for key accounts and GPOs/government/strategic accounts, which strengthen LANDAUER's competitive position, improve contract terms, minimize unnecessary pricing concessions, and create opportunities for profitable growth.
- Translate negotiated agreements into measurable commercial growth by partnering with the sales team to identify, prioritize, and execute opportunities within each portfolio.
- Collaborate with Marketing and Product on offer design, pricing, and packaging for add-on services.

Reporting & Cross-Functional Collaboration

- Provide regular, data-driven reporting to VP/GM on sales performance, pipeline health, churn/retention metrics, and ARR growth. Present to leadership with ability to share the story, not just the numbers.
- Work closely with Finance, Operations, Marketing, and Product teams to align commercial strategy with operational capacity and company goals.
- Represent the voice of the North America customer and market in broader company strategic planning.

Qualifications

Required

- 10+ years progressive sales leadership experience (with 3-5 of those being 2 nd line leadership), including direct management of a multi-layered sales organization (i.e., managing managers), ideally with large institutional/strategic accounts.
- Proven record owning revenue responsibility of at least $100M in annual sales.
- Knowledge of multiple sales motions including hardware and software products
- Experience selling a recurring revenue service (subscription, managed service, or contract-based model), not just one-time product sales.
- Prior experience in contract negotiations and driving growth through negotiated agreements.
- Demonstrated success driving team performance in cross-sell and upsell sales.
- Demonstrated success driving team performance in growing ARR through churn reduction and retention strategies.
- Strong track record building, leading, and developing high-performing sales and customer service teams.
- Experience partnering with or overseeing sales compensation design and administration.
- Excellent executive communication.
- Proven strength in planning, negotiating, problem-solving, and analytical skills.

Preferred

- Experience in healthcare, life sciences, industrial safety, regulated services, or a related B2B recurring-services industry.
- Experience selling into healthcare, industrial, and/or government customer segments, including GPOs or other large institutional/group purchasing entities.
- Familiarity with radiation safety, occupational health, or environmental/health/safety (EHS) markets.

Measures of Success

Success in this role will be measured by the ability to protect, grow, and acquire business across the North America portfolio, including:

- A well-developed, accountable sales and customer service leadership team with strong succession depth
- Strong, collaborative partnership with the VP/GM and cross-functional leadership
- Performance against portfolio/regional/territory growth plans
- Year-over-year MSD to LDD revenue growth
- Existing customer and revenue retention
- New customer acquisition and revenue
- Expansion of business with existing customers via cross-sell/upsell
- Competitive conversions and share gains, where applicable
- Qualified pipeline creation and conversion
- Contract utilization and penetration

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