Senior Manager, Strategic Account Management- Services

Block

6h•Remote

About The Position

Since we opened our doors in 2009, the world of commerce has evolved immensely, and so has Square. After enabling anyone to take payments and never miss a sale, we saw sellers stymied by disparate, outmoded products and tools that wouldn't work together. So we expanded into software and started building integrated, omnichannel solutions – to help sellers sell online, manage inventory, offer buy now, pay later functionality, book appointments, engage loyal buyers, and hire and pay staff. Across it all, we've embedded financial services tools at the point of sale, so merchants can access a business loan and manage their cash flow in one place. Afterpay furthers our goal to provide omnichannel tools that unlock meaningful value and growth, enabling sellers to capture the next generation shopper, increase order sizes, and compete at a larger scale. Today, we are a partner to sellers of all sizes – large, enterprise-scale businesses with complex operations, sellers just starting, as well as merchants who began selling with Square and have grown larger over time. As our sellers grow, so do our solutions. There is a massive opportunity in front of us. We're building a significant, meaningful, and lasting business, and we are helping sellers worldwide do the same. The Strategic Account Management organization is looking for a customer-facing leader to manage our Strategic Account Managers within our US Services vertical. This manager will lead a team focused on the retention and growth of some of Square's largest services, leisure/entertainment, and health/wellness merchants. You will support and continue to build a data-driven and motivated team whose efforts will continue Square's journey up-market within the services vertical. You will directly manage 6-8 Strategic Account Managers while directing the overall revenue and logo retention of your team's portfolio. You will provide 1:1 coaching and performance management for Square's senior Account Managers. You will help develop processes and insights to grow the team today and influence program design for the future. You will identify and help build ongoing training programs and go-to-market product initiatives for Account Managers, as well as influence the tooling Account Managers need for success. You will also manage impactful cross-functional projects for the greater company. You will have recent experience leading high performing teams in the mid-market or enterprise segment, with proven success serving as a player/coach for your portfolio. You will also have experience leading projects, driving revenue growth, and advocating internally for customers. Stand-out candidates find their energy from coaching talent and generally feel comfortable operating in the unknown.

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
Recent experience leading high performing teams in the mid-market or enterprise segment
Proven success serving as a player/coach for your portfolio
Experience leading projects
Experience driving revenue growth
Experience advocating internally for customers

Responsibilities

Lead a distributed team of up to 6-8 senior Account Managers focused on services sellers, each with a book of business of 40-60 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