Account Manager
New York, NY, US
8d ago

The Account Manager (AM) will work with new and existing Mid-Market / Enterprise members to ensure they are extremely happy and successful at WeWork.

They will on-board these members onto our platform, add-value in the early stages and future, and build the relationship to create the highest level of member satisfaction.

You will communicate with your accounts to proactively drive engagement with our community and services, as well as act as the voice for our members internally at WeWork.

As such, cross-departmental communication is key to deliver a perfect product when move-in day rolls around.

A successful AM will :

Truly understand the value of fostering member relationships

Engage with members post-sale, creatively add value throughout lifecycle, and ultimately increase retention and growth while reducing churn

Duties & Responsibilities

Pre Move-In & On-Boarding

Review and understand the Membership Agreement as it applies to each member that you represent

Work closely with Construction, Logistics and Community Sales to ensure product is delivered per the deal requirements on move-in day

Create unique strategy for move-in day, Community team on-site, and service offerings

Function as the main point of contact for members you represent, and be available to members on call / email

Post Move-In

Drive post-sales activity for Mid-Market / Enterprise members at WeWork by strong relationship building, product knowledge, and game-

plan to upsell for member expansion

Provide support to local Community Management teams by working with different departments to prioritize high level items and escalated issues

Increase member retention by conducting regular check-in calls, and perform quarterly meetings for health checks

Partner with Sales and Business Development to develop strategies for increasing the average

Mid-Market / Enterprise member lifecycle

Work closely with Digital Product teams to identify opportunities for improvement and bugs

Use Zendesk to monitor issues and identify churn risk; work proactively to limit that risk

Use Salesforce to track data, issues, and develop strategies based on findings

Work within Account Management budget to support your members and local Community teams as needed

Act as the voice for Mid-Market / Enterprise members at WeWork, providing feedback to improve the experience

Experience & Requirements

Strong generalist highly competent with the ability to wear many hats

Skilled relationship manager

Highly flexible and adaptable to continuous change and growth

Excellent communicator, verbal and written

Organized and detail-oriented

2 years minimum account management experience

Ability to solve problems with innovative thinking

Excellent interpersonal skills

Customer service or hospitality experience required

Project management and business operations experience required

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

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