Director, Account Management

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of the entire account relationship for a designated portfolio of 15-25 existing multifamily clients, overseeing both commercial and relational aspects from implementation through to renewal and growth.

• Develop and implement detailed account strategies that pinpoint business drivers, opportunities for expansion, competitive challenges, and risks associated with renewals.

• Facilitate quarterly business reviews with customer executives and stakeholders, showcasing business outcomes, usage analytics, ROI impact, and strategic recommendations.

• Collaborate with the Technical Success Manager on technical deep-dives, product demonstrations, implementation schedules, best-practice advice, customer success initiatives, and opportunities for expansion.

• Identify and cultivate a pipeline for expansion through exploratory discussions, analysis of customer pain points, competitive assessments, and upsell/cross-sell opportunities.

• Oversee the renewal process, including accuracy in forecasting, contract negotiations, mitigating renewal risks, and engaging executive stakeholders.

• Establish and nurture relationships with customer stakeholders, ranging from operations teams to C-suite executives.

• Track and evaluate customer health metrics, trends in product adoption, volume of support tickets, and overall account satisfaction.

• Relay customer feedback, market intelligence, competitive insights, and product enhancement suggestions to Product, Marketing, and Leadership teams.

• Ensure accurate account information is maintained in Salesforce, including account plans, opportunities, stakeholder maps, health scores, and forecasts for expansion pipelines.

• Work in tandem with Implementation and Support teams to guarantee a seamless onboarding experience, rapid time-to-value, and efficient issue resolution.

• Represent Funnel Leasing at customer advisory boards, industry events, and user group meetings.

• Promote a culture of continuous improvement and learning.

• Encourage collaboration within the team and across the organization.

• Execute additional duties as assigned and modified at the discretion of the manager.

• Travel 20-30% for in-person QBRs, customer engagements, and industry events.

⛳️ Requirements

• Bachelor's degree in Business Administration, Communications, Marketing, or a related field.

• A minimum of 2-4 years in Account Management, customer success, or sales focused on expansion within the SaaS, software, or technology industries.

• A proven history of driving account growth, successfully managing renewals, and increasing ARR within an assigned customer portfolio.

• Strong capability to build and maintain relationships with C-suite and operational stakeholders, navigate complex organizational structures, and influence strategic business decisions.

• Exceptional communication and presentation skills; able to convey business value, conduct executive meetings, and lead impactful QBRs.

• Proficient in CRM systems (Salesforce preferred), sales analytics, and business intelligence tools; comfortable making data-driven decisions.

• Experience in multifamily, real estate, property management, or PropTech is highly preferred.

• Familiarity with MEDDIC, Sandler, Challenger Sale, or similar sales methodologies is an advantage.

• Ability to perform all essential job functions, with or without reasonable accommodation.

• Travel 20-30% for in-person QBRs, customer visits, and industry events.

🏝️ Benefits

• Health insurance

• Dental and Vision insurance

• Company paid Life/AD&D

• Long-term Disability insurance

• Short-term Disability insurance

• Term Life insurance

• Flexible Spending Account (FSA)

• Health Savings Account (HSA)

• Retirement Plan - 2% company match

• EAP

• Remote/Hybrid Opportunities

• Uncapped Discretionary Time off

• Sick Leave

• 14 paid holidays

• One-time remote work stipend

• Employee recognition program

• Employee-led Groups (ELG’s)

• Unlimited PTO

• Benefits that commence on your first day of employment

• Variable compensation eligibility