Manager, Account Management
WeWork, Los Angeles California United States of America
Make a life, not just a living.
The Manager, Account Management will lead a team of Account Managers to ensure Mid-Market 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 company growth and retention. Main job functions include: renewals, upsell opportunities, onboarding and customer life cycle management. The ultimate goal is to ensure a world class experience, leading to increased retention and client growth.
The Account Management team also functions as internal advocates for our clients, providing ongoing feedback to WeWork’s internal teams, helping to drive iterative learnings and improvements across the company.
Deeply understand their clients’ businesses, including current and future objectives.
Hire, onboard, train and develop strong account management teams.
Develop 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, consolide 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 2+ 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.
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
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Want to learn more about WeWork? Visit WeWork's website.
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