Buildout

Account Executive

• With the Vice President of Customer Experience, develop and execute the overall Small/Mid-Market Account Management strategy
• Build a foundational AM enablement plan covering best-in-class: save strategies, discovery, ROI/value demonstration, multi-threading, proactive insights, thought leadership, negotiation, and deep industry/business knowledge
• Collaborate with cross-functional leaders (Customer Success, Sales, Billing, Implementation, Support) to solidify "swim lanes" and rules of engagement to ensure a unified customer communication experience with seamless hand-offs that feel like magic to the customer
• Deliver clear, honest readouts to leadership, including regular reporting on team performance, retention health, and where the function needs investment or course correction, so leadership never gets a surprise
• Work tightly with People Ops to develop a best-in-class onboarding experience
• Set the example for what top notch, highly methodical relationship ownership looks like, from account planning to meeting prep to agenda setting to call format to follow-up to close, and everything in between
• Develop relationships with key customers and serve as an escalation point for reps, mitigating risk and strengthening trust
• Understand intuitively risks and opportunities within an account, understanding the nuance and specifics but also seeing the bigger picture
• Be a constant student of the CRE landscape, our customer’s businesses, and competing/complementary technology
• Establish clear retention, account growth, and health KPIs for the team, managing against a daily dashboard
• Monitor pipeline activity, forecast accurately, and ensure consistent attainment of retention targets
• Maintain pristine CRM hygiene, holding reps accountable to documentation and tracking protocols
• Implement consistent pipeline reviews, deal coaching, and account planning sessions with the team
• Communicate clearly what good looks like, and whether someone is exceeding or falling short of expectations; everyone should know exactly where their performance stands, and how they can get to where they want to go in their careers
• Hire, coach and maximize a team of AMs with incredible listening, communication, dot-connection, and time management skills
• Proactively manage capacity within your team, maintaining the right net headcount expenditures across the year, without compromising revenues, having gaps in account coverage, or impactfully disrupting the customer’s experience
• Build a strong team dynamic, encouraging collaboration within the team and across the organization, understanding we’re all in it to win it together

Director, Account Management