Senior Manager, Strategic Account Management- Mid-Market

Block

5h•Remote

About The Position

Since opening its doors in 2009, Square has evolved to provide integrated, omnichannel solutions for sellers. Initially enabling payments, Square expanded into software to help sellers manage inventory, offer buy now, pay later functionality (via Afterpay), book appointments, engage loyal buyers, and hire and pay staff. Financial services tools are embedded at the point of sale, allowing merchants to access business loans and manage cash flow in one place. Square partners with sellers of all sizes, from those just starting to large, enterprise-scale businesses, and aims to build a significant, meaningful, and lasting business globally. The Strategic Account Management organization is seeking a customer-facing leader to manage Strategic Account Managers within the Mid-Market segment. This role involves leading a team focused on the retention and growth of Square's largest retail and services merchants. The manager will build and support a data-driven, motivated team to further Square's presence in up-market verticals, directly managing 8-10 Strategic Account Managers and overseeing their portfolio's revenue and logo retention. Responsibilities include providing 1:1 coaching and performance management, developing processes and insights for team growth, influencing future program design, building ongoing training programs and go-to-market product initiatives, and influencing necessary tooling for Account Managers. The role also involves managing impactful cross-functional projects for the company. The ideal candidate will have recent experience leading high-performing mid-market teams, with a proven track record as a player/coach, and experience leading projects, driving revenue growth, and advocating for customers internally. Energy for coaching talent and comfort operating in ambiguous situations are key attributes.

Requirements

15+ years total experience in Business Development, Sales or Account Management
5+ years experience directly managing metrics-driven customer-facing teams within a high-growth technology company
Experience identifying opportunities and independently developing plans of action on behalf of your team
Excellent written communication for all audiences, including internal senior stakeholders
Experience working cross-functionally with product teams to serve as the voice of the customer
Experience serving as a direct senior escalation point for customers to diffuse challenges and identify mutual wins
Experience managing teams with high volume books and driving efficiency

Responsibilities

Lead a distributed team of up to 6-8 senior Account Managers, each with a book of business of 175 accounts
Retain your portfolio in a challenging and competitive environment
Provide 1:1 coaching and performance management to your team members
Serve as an escalation point for customer challenges, including meeting with customers in-person monthly to quarterly
Act as an upmarket services expert and engage with product teams to serve as the customer voice for upmarket sellers with past success working with executive internal stakeholders
Create operational efficiencies through stream-lined repeatable processes
Foster cross-functional collaboration through beta programs, co-marketing, product insights and more