Jobot
Director of Account Management
Jobot, Seattle, Washington, United States, 98127
Relocation Assistance Available
This Jobot Job is hosted by: Christina Finster Are you a fit? Easy Apply now by clicking the "Apply" button and sending us your resume. Salary: $160,000 - $220,000 per year
A bit about us:
Our client was founded with the intention of delivering on the promise of what Internet-of-Things (IoT) was supposed to be. They're building a global Bluetooth network dedicated to machine-to-machine connectivity.
Our client is an early-stage, venture-backed startup supported by some of the best investors in the world.
Why join us?
In their previous lives, the founding team has been successful in raising $100s of millions in venture funding, developing the Amazon Sidewalk network, launching billions of dollars of space assets, and leading their teams to successful exits, both through acquisition and IPO.
> Competitive Compensation > Early Stage Start-up - Greenfield Projects > Cutting Edge Space
Job Details
As the Director of Account Management, you will be responsible
Key Responsibilities Department Building: > Develop and execute the vision, strategy, and roadmap for the Customer Success and Account Management function. > Define and implement processes, workflows, and best practices to ensure an outstanding customer experience. > Evaluate, select, and implement tools and technology to support customer success operations, with a preference for leveraging HubSpot.
Customer Success Strategy: > Own customer onboarding, engagement, and retention strategies to maximize customer satisfaction and lifetime value. > Establish and track key performance metrics, including NPS, retention rates, upsell/cross-sell opportunities, and time-to-value. > Develop and manage the process for handling inbound tickets, including vetting, onboarding, and customer intake questionnaires. > Lead Quarterly Business Reviews (QBRs) with Customers: Discuss performance, address challenges, and identify growth opportunities to align on goals and enhance customer retention. > Create and manage FAQs, knowledge centers, and self-service tools to support customer onboarding and ongoing success.
Customer Relationships: > Act as the primary customer advocate, building strong relationships with key accounts and ensuring their success. > Create scalable communication and engagement strategies to foster customer loyalty and advocacy.
Team Leadership: > Hire, mentor, and lead a high-performing team of Customer Success and Account Management professionals. > Establish a team culture of accountability, collaboration, and continuous improvement.
Cross-Functional Collaboration: > Work closely with Product, Sales, and Engineering to ensure customer feedback is incorporated into product development. > Partner with Sales to identify expansion opportunities and drive revenue growth through upsell/cross-sell initiatives.
This is an Onsite/Hybrid Position.
AN IDEAL CANDIDATE HAS > A Sense of Urgency:
Lead projects from concept to reality, rapidly and effectively > First Principles Engineering:
Have a strong understanding of the whys behind the whats; have the ability to extrapolate from first principles to complex system design > High Learning Agility:
Love to learn; have a grounded approach to recognizing your weaknesses and take the initiative to brush up on and sharpen your engineering foundations to better collaborate with your teammates with different backgrounds > System-Level Design and Analysis:
Understand how the requirements flow down the process and be able to iterate on evolving requirements quickly > Excellent Communication Skills:
Effectively convey ideas and communicate technical topics with engineering, build team, and operations; run self-directed design reviews and participate in reviews of parallel systems > Anticipation of Needs:
Identify problems, think creatively, and rapidly produce reliable and cost-effective solutions to meet the ever-growing and changing needs of an early-stage company
BASIC QUALIFICATIONS Experience: > 7+ years of experience in Customer Success, Account Management, or a related role, with 2+ years in a leadership or management position. > Proven track record of building and scaling Customer Success or Account Management teams, ideally in a Series A/B2B SaaS start-up environment.
Skills & Knowledge: > Expertise with Hubspot for managing customer relationships, workflows, etc. > Curiosity for Next Gen CRM platforms and other account management tools and platforms (e.g. Pylon, Salesforce, etc) for managing customer relationships and workflows. > Strong understanding of B2B SaaS customer lifecycle management, including onboarding, adoption, and retention. > Analytical mindset with experience using data to inform decisions and measure success. > Stood up/experience with
Foundational Processes, Workflows, and Teams within Account Management > Dedicated White Glove Service > Customer Obsession > Data and Metric Driven
Leadership & Collaboration: > Exceptional leadership skills, passionate about mentoring and growing a team. > Strong cross-functional collaboration skills to align teams and initiatives around customer success goals.
Soft Skills: > Excellent communication and interpersonal skills. > Ability to thrive in a fast-paced, dynamic start-up environment. > Customer-centric mindset with a proactive problem-solving approach.
Interested in hearing more? Easy Apply now by clicking the "Apply" button.
This Jobot Job is hosted by: Christina Finster Are you a fit? Easy Apply now by clicking the "Apply" button and sending us your resume. Salary: $160,000 - $220,000 per year
A bit about us:
Our client was founded with the intention of delivering on the promise of what Internet-of-Things (IoT) was supposed to be. They're building a global Bluetooth network dedicated to machine-to-machine connectivity.
Our client is an early-stage, venture-backed startup supported by some of the best investors in the world.
Why join us?
In their previous lives, the founding team has been successful in raising $100s of millions in venture funding, developing the Amazon Sidewalk network, launching billions of dollars of space assets, and leading their teams to successful exits, both through acquisition and IPO.
> Competitive Compensation > Early Stage Start-up - Greenfield Projects > Cutting Edge Space
Job Details
As the Director of Account Management, you will be responsible
Key Responsibilities Department Building: > Develop and execute the vision, strategy, and roadmap for the Customer Success and Account Management function. > Define and implement processes, workflows, and best practices to ensure an outstanding customer experience. > Evaluate, select, and implement tools and technology to support customer success operations, with a preference for leveraging HubSpot.
Customer Success Strategy: > Own customer onboarding, engagement, and retention strategies to maximize customer satisfaction and lifetime value. > Establish and track key performance metrics, including NPS, retention rates, upsell/cross-sell opportunities, and time-to-value. > Develop and manage the process for handling inbound tickets, including vetting, onboarding, and customer intake questionnaires. > Lead Quarterly Business Reviews (QBRs) with Customers: Discuss performance, address challenges, and identify growth opportunities to align on goals and enhance customer retention. > Create and manage FAQs, knowledge centers, and self-service tools to support customer onboarding and ongoing success.
Customer Relationships: > Act as the primary customer advocate, building strong relationships with key accounts and ensuring their success. > Create scalable communication and engagement strategies to foster customer loyalty and advocacy.
Team Leadership: > Hire, mentor, and lead a high-performing team of Customer Success and Account Management professionals. > Establish a team culture of accountability, collaboration, and continuous improvement.
Cross-Functional Collaboration: > Work closely with Product, Sales, and Engineering to ensure customer feedback is incorporated into product development. > Partner with Sales to identify expansion opportunities and drive revenue growth through upsell/cross-sell initiatives.
This is an Onsite/Hybrid Position.
AN IDEAL CANDIDATE HAS > A Sense of Urgency:
Lead projects from concept to reality, rapidly and effectively > First Principles Engineering:
Have a strong understanding of the whys behind the whats; have the ability to extrapolate from first principles to complex system design > High Learning Agility:
Love to learn; have a grounded approach to recognizing your weaknesses and take the initiative to brush up on and sharpen your engineering foundations to better collaborate with your teammates with different backgrounds > System-Level Design and Analysis:
Understand how the requirements flow down the process and be able to iterate on evolving requirements quickly > Excellent Communication Skills:
Effectively convey ideas and communicate technical topics with engineering, build team, and operations; run self-directed design reviews and participate in reviews of parallel systems > Anticipation of Needs:
Identify problems, think creatively, and rapidly produce reliable and cost-effective solutions to meet the ever-growing and changing needs of an early-stage company
BASIC QUALIFICATIONS Experience: > 7+ years of experience in Customer Success, Account Management, or a related role, with 2+ years in a leadership or management position. > Proven track record of building and scaling Customer Success or Account Management teams, ideally in a Series A/B2B SaaS start-up environment.
Skills & Knowledge: > Expertise with Hubspot for managing customer relationships, workflows, etc. > Curiosity for Next Gen CRM platforms and other account management tools and platforms (e.g. Pylon, Salesforce, etc) for managing customer relationships and workflows. > Strong understanding of B2B SaaS customer lifecycle management, including onboarding, adoption, and retention. > Analytical mindset with experience using data to inform decisions and measure success. > Stood up/experience with
Foundational Processes, Workflows, and Teams within Account Management > Dedicated White Glove Service > Customer Obsession > Data and Metric Driven
Leadership & Collaboration: > Exceptional leadership skills, passionate about mentoring and growing a team. > Strong cross-functional collaboration skills to align teams and initiatives around customer success goals.
Soft Skills: > Excellent communication and interpersonal skills. > Ability to thrive in a fast-paced, dynamic start-up environment. > Customer-centric mindset with a proactive problem-solving approach.
Interested in hearing more? Easy Apply now by clicking the "Apply" button.