As the Manager of Account Management, you will be responsible for leading a team of Account Managers whose primary goal is nurturing and growing relationships with existing clients for maximum customer success, growth, and adoption of Center’s products. Reporting directly to the Senior Director of Account Management, you will identify and own strategic initiatives to drive proactive customer interactions while scaling the Account Management function. This includes leveraging data insights to make informed decision-making and scaling Account Management processes and developing creative solutions to optimize the team’s performance. You will manage day-to-day operations and escalations, while working cross-functionally with Sales, Deployment, Customer Support, Product, Engineering, and Marketing to deliver exceptional customer outcomes and drive growth.
You Will Have the Opportunity To:
- Proactively manage, coach, develop, and motivate a team of high-performing Account Managers; ensure their success in meeting with customers regularly to proactively serve client needs, identify growth opportunities, mitigate risk, and reinforce product value.
- Leverage data analysis to monitor key performance metrics such as churn, customer satisfaction, and account health, using tools like Tableau and Salesforce to generate insightful reports that drive informed decision-making.
- Manage day-to-day client escalations with proper expectations and organizational plans for resolution, utilizing data and problem-solving skills to identify solutions and lead communication efforts for critical issue resolution.
- Identify gaps in performance within the account management team by analyzing customer engagement patterns, creating actionable strategies to address those gaps, and working closely with Account Managers to implement and manage initiatives through to successful completion.
- Develop and implement strategic initiatives to proactively grow customer relationships, increase product adoption, and mitigate churn risk, while utilizing data to forecast customer behaviors and drive loyalty.
- Collaborate cross-functionally to ensure customer needs are communicated and understood by executive and cross-functional teams, and work with Product teams to advocate for customer-centric product enhancements.
- Partner with Sales and Marketing to drive net new business opportunities, while also developing and implementing processes to scale the Account Management function for future growth.
- Assist in establishing new processes and systems to support the growing Account Management function and drive scalability across the business.
What You Will Bring to the Role:
- A minimum of 3+ years of relevant management experience, preferably in a SaaS organization.
- 6+ years of customer success (or related) experiencein a SaaS organization, with a demonstrated track record of successfully managing complex customer relationships.
- Proven ability to leverage data analysis to drive insights, decision-making, and strategy formulation, particularly around customer behavior, product adoption, and risk mitigation.
- Strong experience using Tableau, Salesforce, Excel, PowerPoint, or similar platforms to generate reports, identify trends, and interpret data.
- A creative problem-solver who can read between the lines to uncover hidden data insights and craft solutions for complex challenges.
- A proven record of driving issues to resolution with a focus on achieving high customer satisfaction.
- Experience growing and scaling teams in a high-growth, data-driven environment.
- Ability to manage multiple stakeholders, projects, and deadlines simultaneously in a fast-paced environment.
- Excellent communication and interpersonal skills, with the ability to engage and build relationships with internal and external stakeholders across various personas, both in-person and virtually, while working effectively as a hands-on, proactive team player.
Personal Attributes:
- Passion for the customer and a dedication to driving customer success.
- A self-starter with the ability and willingness to grow.
- Mission-driven and motivated to make a high impact.
- A fast learner, open-minded, with a team-oriented mentality.
- An entrepreneurial spirit: flexible and willing to pitch in where needed.
- Ready to have fun and keep perspective while delivering results.
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Last updated on Sep 13, 2024