Strategic Account Director

OfficeRnD•Atlanta, GA

67d

About The Position

OfficeRnD has one mission: making flexible and hybrid working the norm, rather than an option. We started building our SaaS platform back in 2015 to support the future of work. Offering freedom and flexibility is the key to providing a better workspace experience. That’s what enables us to develop products that matter - for our customers and the world. The company has offices in Bulgaria, USA, UK, Australia and our teammates are the ones getting us to the top in our market niche. If you're passionate about technology, too, come and join us! About the Role: The Strategic Account Director is viewed as the primary point of contact for our Strategic and Enterprise customer base. In this role, you will act as a liaison and bidirectional representative between OfficeRnD and your assigned customer portfolio. You will be responsible for ensuring customers achieve their desired outcomes through the use of OfficeRnD’s software, driving product adoption, increasing retention, and helping to unlock additional value for their businesses. You will also act as a representative of the Customer Success team internally as well as a leader within the team, offering mentorship and assisting with ownership of operational efforts where needed.

Requirements

Previous experience owning revenue growth for an assigned portfolio.
Proven customer-focused mindset.
Highly detail-oriented and strong organizational skills.
Curious and demonstrates thought-leadership.
Strong communication skills - written, verbal, presentation.
Intuitive bias for action.
Adaptable to changing environments and processes.
Executive presence, ability to lead discussions with C-Level contacts internally and externally.
7+ years of overall work experience in Customer Success, Sales, Onboarding or Project Management at a SaaS company
Fluent in the English language.

Responsibilities

Establish and maintain high-quality relationships with Strategic customers throughout the entire lifecycle beginning with select prospects, onboarding and beyond.
Serve as a strategic advisor to, and champion of, Enterprise-level needs and concerns.
Proactively identify ways to add value to the partnership through product consultation, industry expertise and thought leadership.
Prepare for and lead regular Business Reviews to facilitate a strategic conversation with customers regarding the health of their business, multithread the relationship across senior personas and decision-makers, intimately understand their priorities and goals, proactively sell our product roadmap, and promote maximum usage and value of the OfficeRnD platform.
Achieve NRR and retention targets as set by OfficeRnD via price increases, cross-selling, and up-selling.
Serve as a customer experience champion by receiving and communicating feedback to internal teams, putting forth solutions for improvement and overseeing implementation.
Create and maintain strategic plans for targeted customers, seeking opportunities for growth that bring increased value to both the customer and OfficeRnD.
Identify areas of risk for OfficeRnD, create mitigation strategies and lead cross-functional teams in resolution
Maintain organized tracking of active customer initiatives to ensure that communication is thorough and expectations are managed.
Provide team leadership through mentorship of more junior team members and assist with pushing operational projects forward within team.