Enterprise Member Success Manager
WeWork, Singapore Singapore
Make a life, not just a living.
About the Role
Our Member Success Account Managers work with new and existing clients/members to ensure they are achieving successful outcomes in their workspace at WeWork.
You will be tasked with on-boarding 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 build solid relationships with your accounts and be in continuous communication with them 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. Focusing on a net retention strategy, this individual will be held to a quota and should be comfortable driving revenue strategy forward. A successful Account Manager will:
Truly understand the value of fostering member relationships
Engage with members post-sale, creatively add value throughout lifecycle, and ultimately increase retention 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
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
Use Zendesk to monitor issues and identify churn potential; work proactively to limit that risk
Use Salesforce to track data, issues, and develop strategies based on findings
Work within Enterprise Member Success 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
Excellent command of written and spoken English - Required
Strong generalist -- highly competent with the ability to wear many hats
Excellent communication and interpersonal skills
Skilled relationship manager
Highly flexible and adaptable to continuous change and growth
Organized and detail-oriented
3 years minimum Account Management experience
Ability to solve problems with innovative thinking
Excellent interpersonal skills
Customer service experience required
Project management and business operations experience required
Demonstrate integrity, dependability, responsibility, accountability, self-awareness, work ethic, and empathy
In just 8 years, WeWork has grown into a global community, transforming people's workplaces into beautiful, inspiring environments. And that commitment to building the best workplaces in the world extends to their own employees. WeWork is driven by their mission: Create Your Life's Work.
And that mission is paying off. WeWork's real estate portfolio covers more than 14 million square feet; they have more than 220,000 members and 234 locations (and counting).
If you're ready to change people's lives, take a look at the wide variety of roles they're hiring for.
Be a Better WeWork Candidate
Learn skills and get an insider's look at WeWork when you watch classes taught by their top employees.
Want to learn more about WeWork? Visit WeWork's website.
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