Director of Account Management Strategy & Operations

Singapore Post • Red Bank, NJ

1d

About The Position

The Director, Account Management is responsible for developing and implementing the Account Management strategy, with a strong focus on the successful retention of our customer base. They will provide coaching to the team to effectively manage customers, ensuring the satisfaction and optimization of products.

Requirements

• Extensive experience in Account Management as well as senior leadership experience (e.g as Head of or Director of Customer Success/ Account Management team), preferably in a SaaS business
• A strategic mindset and ability to build and maintain business insight
• Demonstrable experience of owning and delivering on commercial goals, which has resulted in customer growth and retention
• Excellent people management skills and experience building highly effective teams
• The ability to create a strong and positive team culture (conducting regular 1-1s and team meetings, ensuring decisions, plans, goals are shared, and that issues are resolved in a timely manner)
• Exceptional customer relationship skills, with the ability to develop and build profitable and successful working relationships with executive stakeholders
• Excellent interpersonal skills (self-awareness, empathy, approachable conflict resolution, negotiation, and influencing skills diplomacy, tact etc.) and the ability to collaborate effectively across teams
• Empathy for customers along with passion for revenue and growth
• Strong analytical skills and a process-oriented mindset
• Be tech savvy and have a genuine interest in software and products

Responsibilities

• Collaborate with the CCO in the development and implementation of the Account Management (AM) strategy to drive revenue, improve customer experience and reduce churn and cancellation
• Determine the team’s goals and plan how to improve operations, to ensure Company goals are achieved
• Develop and execute strategies to maximise the value customers get from the platform
• Drive revenue growth and retention of customers
• Analyse customer (and other) data to monitor team performance and measure the effectiveness of the AM strategy
• Support, grow and develop AM leaders, monitor their success, and provide highly effective line management
• Recruit, induct and onboard new members of the AM team
• Encourage and lead collaboration between teams and provide constructive feedback on churn and cancellation reasons
• Be a customer champion, ensuring their views are represented in the company and are used to drive continual improvement measures that increase customer satisfaction
• Work with others to define (and continuously refine) AM best practices and process across the global team
• Lead by example, by taking a hands-on approach with customers, demonstrating what best-in-class looks like both in terms of operational effectiveness and client communication

Benefits

• Responsible Time Off
• Comprehensive medical, dental, vision package with 100% employer paid options
• Health Savings Account
• Flexible Spending Account
• Critical Illness Insurance
• Hospital Insurance
• Accident Insurance
• Life Insurance and AD&D
• Disability Insurance
• Wellness Challenge App
• Diabetes Prevention App
• Health Hub App
• 401k/Retirement Plan with 6% employer match
• Generous Parental Leave Program
• Paid Volunteer Leave Days
• Public Holiday Exchange Scheme
• Talent Referral Program
• Diverse training & internal networking opportunities across all of our product lines
• Opportunities for career progression and development
• Service recognition awards

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed