Manager
WeWork Companies Inc.
Boston, MA United States of America
6d ago

The Manager, Account Management will lead a team of Account Managers to ensure Mid-Market and Large WeWork members achieve success in their partnership with WeWork, while having a best-in-class experience.

The Account Management team functions as main points of contact for mid-market and large company growth and retention. Main job functions include : renewals, upsell / growth, and customer lifecycle management.

The ultimate goal is to ensure a world class experience, leading to increased retention and client growth.

Successful Managers...

Deeply understand their clients’ businesses, including current and future objectives

Hire, onboard, train and develop strong account management teams

Develop and improve processes to ensure account managers can focus on main priorities : retention, growth and member experience

Work well cross-functionally managing relationships across many stakeholders

Are passionate about the WeWork mission and offering, and are experts in how we add value to our members beyond traditional commercial real estate options

Elements of team management will include but are not limited to :

Recruit, hire, develop and inspire a world class account management team

Set goals and KPIs for AMs, mapping both to global AM framework, and region priorities; track progress, and drive achievement

Represent Account Management at territory leadership meetings

Lead regular AM team meetings and one-on-ones with account managers; orchestrate trainings, skill development, and best practice sessions

Manage team pipeline to forecast growth, retention, and churn

Ensure systems adoption and optimization or usage (Salesforce, Gainsight, and other internal WeWork systems)

Implement, execute, and improve on the WeWork AM playbook, including but not limited to QBRs and customer touchpoint cadence

Attend selected customer meetings to ensure you are leading from the front, and deeply understanding the day to day of AM-client interaction

Collect, consolidate and channel customer feedback to appropriate channels; collaborate with product and marketing teams

Serve as an escalation point for key customer issues and opportunities

Experience & Requirements

6 years of account management and / or sales experience, minimum 3 years managing a sales and / or account management team

SaaS experience and / or real estate ecosystem experience preferred

High-performing people manager with track record of building and leading high performing teams

Experienced in hiring talent, building team culture, and managing a team to perform against sales, retention and upsell targets

Strong collaborator; proven ability to work well cross-functionally

Analytical mindset with ability to help create value-focused stories through customer data

Skilled relationship builder and manager

Strong sales executor with bias to action

Highly flexible and adaptable; thrives amidst change and growth

Highly organized and detail-oriented with excellent communication skills, both verbal and written

Exhibits integrity, humility, dependability, responsibility, accountability, self-awareness, work ethic, and empathy

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