Director of Account Management
About The Position
At SOLO, we're revolutionizing solar sales enablement with cutting-edge SaaS solutions that help businesses scale and thrive. As the Director of the Account Management team, it is your responsibility to align the team with the needs of the department and the company. Track and report on team metrics and goals. Manage individual team member performance, provide professional development opportunities, and direct feedback for improvement. Act as the final escalation point and resolve AM-related customer issues and concerns quickly and efficiently, while maintaining customer satisfaction. Oversee the hiring and promotion of employees. Support and train individual team members. Key Responsibilities: Manage a team of AMs responsible for the customer life cycle post onboarding, through product adoption, engagement, and renewals. Meet and collaborate with all company cross-functional teams (Sales, Support, Engineering, Product, Finance, and Marketing) as needed. Implement and report on department initiatives and goals. Develop strong working relationships with internal Customer Success leadership and teams. Teach and train team members on new and existing processes and company changes. Oversee the hiring and training process of new employees. Manage, evaluate, and communicate team performance and professional development. Set the culture, pace, and expectations for your team while aligning with the broader organizational strategy Help team members become SOLO platform experts. Gather customer feedback and act as the customer voice to all internal teams. Serve as a thought leader, customer advocate, and partner to your employees and customers Help refine and standardize processes across the organization to craft the strategy and playbooks to improve customer outcomes, as well as the operational efficiency of the team Be able to travel and visit customers in person when needed. Ensure the Team is maintaining accurate customer information and data in Account Management systems and tools.
Requirements
- Bachelor's degree or equivalent experience
- 3-5 years of account management or related experience
- 1-2 years of management/leadership experience with a team of at least 5 team members
- Operational experience in all customer segments as a CSM or AM
- Proven track record of leading and building teams of individuals that consistently meet and exceed established goals
- Strong empathy for customers and passion for revenue and growth
- Able to attract and retain talent, committed to growing and developing internal talent
- Excellent communication skills across mediums (verbal, written, presentation) and stakeholder groups (employees, execs, customers, prospects). Outstanding listening skills are an absolute must
- Strong project management and business process development skills
- Strategic thinker with a knack for using the appropriate combination of data and judgment to guide decision making
- Enthusiastic and creative leader who is hungry to grow and learn and inspires a similar mindset in others
- Proficient in Google Workspace and/or Microsoft Office
- Understand new software tools and quickly adapt to company and process changes
- Communicate and present to C-Suite leadership level
- Time management and ability to multitask well
- Advanced problem-solving and analytical thinking
- Strong organizational skills and attention to detail
- Exceptional customer service and interpersonal skills with an emphasis on humility and empathy
- Care personally and challenge directly
- Work hard and complete tasks on time
Nice To Haves
- Solar experience preferred, not required
- Experience working with Hubspot and Gainsight preferred
Responsibilities
- Manage a team of AMs responsible for the customer life cycle post onboarding, through product adoption, engagement, and renewals.
- Meet and collaborate with all company cross-functional teams (Sales, Support, Engineering, Product, Finance, and Marketing) as needed.
- Implement and report on department initiatives and goals.
- Develop strong working relationships with internal Customer Success leadership and teams.
- Teach and train team members on new and existing processes and company changes.
- Oversee the hiring and training process of new employees.
- Manage, evaluate, and communicate team performance and professional development.
- Set the culture, pace, and expectations for your team while aligning with the broader organizational strategy
- Help team members become SOLO platform experts.
- Gather customer feedback and act as the customer voice to all internal teams.
- Serve as a thought leader, customer advocate, and partner to your employees and customers
- Help refine and standardize processes across the organization to craft the strategy and playbooks to improve customer outcomes, as well as the operational efficiency of the team
- Be able to travel and visit customers in person when needed.
- Ensure the Team is maintaining accurate customer information and data in Account Management systems and tools.
Benefits
- Paid Time Off
- Healthcare Savings Account (HSA) with company match
- Medical, Dental, and Vision insurance
- Hospital and Accident Indemnity Insurance
- Short and Long Term Disability
- 401K with up to 4% company match
- Employee Development Program
- Onsite Snacks and Drinks
- Biweekly Pay with On Demand Pay benefit (allows you to be paid even sooner if you choose)
- Opportunity for growth - we like to promote from within!
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What This Job Offers
Job Type
Full-time
Career Level
Manager
