Director of Account Management

Skywire Holdings Inc

9d • $90,000 - $100,000 • Remote

About The Position

The Director of Account Management is responsible for leading and expanding the account management function, ensuring long-term client satisfaction, contract retention, revenue growth, and high-performance execution across a portfolio of property partners. This role oversees strategic account relationships, drives consistent engagement with property stakeholders, guides renewal and retention initiatives, and ensures resolution of operational, technical and service needs.

The Director will collaborate cross‑functionally with Sales, Support, Engineering, and Operations to strengthen client partnerships, improve product penetration, reduce churn and enable scalable processes that support company-wide growth goals.

Requirements

• 5+ years of experience in account management, customer success, or client operations; experience in multifamily, residential services, broadband, telecom, or SaaS strongly preferred.
• Demonstrated success managing strategic client relationships and leading renewal and retention efforts.
• Strong communication, negotiation, and relationship‑building skills with experience interfacing with property owners, managers, and executive stakeholders.
• Ability to work independently in a remote environment while effectively leading a distributed team.
• Exceptional organizational skills; able to manage multiple priorities and deadlines.
• Technologically savvy, analytical, and capable of interpreting data to inform strategic decisions.
• Experience with CRM platforms (Zoho preferred) and strong comfort with reporting and forecasting tools.

Responsibilities

• Lead, coach and develop an account management team focused on retention, satisfaction and revenue expansion.
• Establish annual and quarterly goals aligned with company objectives, providing oversight for forecasting, reporting and performance improvement.
• Build and refine operational processes that ensure smooth client onboarding, relationship management and long-term partnership success.
• Serve as the executive point of contact for key clients, property managers and ownership groups, ensuring strong partnerships and proactive communication.
• Maintain a deep understanding of client needs, community goals and property performance to identify opportunities for service adoption and growth.
• Conduct strategic virtual or on-site (as needed) property engagements to assess performance and support on-site teams.
• Own the complete agreement renewal cycle, ensuring timely renegotiation and long-term contract stability.
• Implement strategies to minimize churn through consistent engagement, early issue identification and structured renewal planning.
• Analyze client health indicators and take action to strengthen retention and satisfaction metrics.
• Oversee the account resolution process, ensuring property managers receive timely and comprehensive support for technical, billing and service concerns.
• Partner with internal teams to manage escalations, resolve complex issues, and improve the overall client support experience.
• Ensure that account-related issues follow a streamlined workflow, emphasizing clarity, responsiveness, and one-contact resolution whenever possible.
• Work closely with Sales and Business Development to support smooth transitions of new clients into Account Management.
• Collaborate with Engineering, Support, and Operations to influence product improvements, deployments, and service enhancements.
• Prepare and present recurring executive summaries, performance reports, and account dashboards for internal leadership.
• Utilize CRM tools to guide account strategies, track client communications, and maintain accurate portfolio data.
• Analyze account performance, contract timelines, and property-level sales/penetration metrics to identify areas of opportunity.
• Provide insights to executive leadership on risks, wins, and long-term growth strategy.

Benefits

• Lead a high‑impact team at a growing, innovative company serving the multifamily and property management industry.
• Opportunity to shape the future of the account management function as we scale nationally.
• Remote-first culture with collaborative, forward-thinking peers.
• Competitive salary and benefits package, with strong growth potential.

What This Job Offers

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