Director, Account Management

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

📋 Description

• Take ownership of and surpass targets related to Churn, Downsell, and Upsell.

• Develop and implement strategies to discover cross-sell and upsell opportunities within the current customer base.

• Oversee the entire renewal process, providing accurate forecasts and intervening with high-risk accounts.

• Collaborate closely with our Global Service Providers Sales teams to ensure alignment, execution, and management of expansion and recontracting strategies.

• Create, monitor, and enforce comprehensive Key Performance Indicators (KPIs) and service level agreements (SLAs) across all customer-facing teams.

• Design and apply Management by Objectives (MBO) plans and commission structures for onshore CSMs and Account Managers to link individual performance directly to revenue and retention objectives.

• Recruit, mentor, and cultivate a high-performing, cohesive global team of onshore Account Managers/Customer Success Managers and offshore support agents.

• Actively seek out opportunities to incorporate AI tools and automation into Customer Success and Account Management workflows.

• Deploy AI-driven solutions within the offshore call center to enhance agent productivity.

• Utilize AI analytics to reveal significant product adoption trends, health scores, and actionable customer insights on a large scale.

• Create playbooks that promote user engagement, accelerate time-to-value, and enhance product adoption.

• Act as the senior executive point of contact for critical customer escalations, ensuring prompt resolution and restoration of customer trust.

• Track customer health scores and proactively design intervention strategies for accounts at risk.

• Directly manage, scale, and optimize our offshore Customer Success call center/BPO operations.

• Define, monitor, and enforce key performance indicators (KPIs) and service level agreements (SLAs) for the offshore team.

• Establish robust Quality Assurance (QA) and training programs to guarantee that the offshore team delivers a seamless, brand-aligned customer experience.

• Promote a unified culture between onshore Account Managers and offshore support agents.

• Recruit, mentor, and develop a high-performing team of Customer Success Managers and Account Managers.

⛳️ Requirements

• 8+ years of experience in Account Management or Customer Success, with a minimum of 2-5 years in a leadership capacity.

• You possess a 'systems thinker' mindset, enjoying the creation of processes that enable others to succeed at scale.

• You excel at influencing others and are skilled in providing firm yet constructive feedback.

• Proficiency in Salesforce (or a similar CRM) and Excel is essential, as you will use data to narrate a story and justify resource allocation.

• Ability to manage intricate workflows across various time zones and cultures is required.

• You focus not only on addressing current issues but also on implementing solutions that prevent future problems.

• Our fast-paced environment demands your ability to pivot without losing momentum.

• Travel is required, including trips to the Philippines.

🏝️ Benefits

• Comprehensive medical, dental, vision, disability, and life insurance.

• Health Savings Account (HSA), Flexible Spending Accounts (FSAs), and Commuter benefits.

• 401K matching and Employee Stock Purchase Plan (ESPP).

• Paid time off and paid sick leave.

• Paid parental and pregnancy leave, along with new parent gift boxes.

• Family-forming benefits, including IVF, preservation, and adoption support.

• Emergency backup care services for children, adults, and pets.

• Employee Assistance Program (EAP) offering 24/7 counseling sessions.

• Complimentary legal services providing legal advice, document creation, and estate planning assistance.

• Employee referral bonus program.

• Student loan refinancing support.

• Employee perks and discounts program.