Sales Director, Account Expansion

This position is located at our headquarters in Santa Barbara, CA, or Remote in Continental USA.

ShipHawk is the premier packing and shipping software for ERP connected companies. We work with high volume retail, wholesale and eCommerce companies that have outgrown basic shipping software.

Come join us as we transform one of the last massive old-school industries into a transparent, efficient market, benefiting both retailers and consumers.  Join a startup where you can make an impact, grow your career, and have a voice.

1. You want to work with a team that is competent, confident, passionate, and focused on achieving big goals.
2. You want to work on a product with the potential to grow into a billion dollar business, become a household name, and help millions of people. 
3. You want to have a voice. 
4. You want to be part of a fun and healthy culture. 
5. You want to work at a company that will provide an opportunity to get to the next level of your career.

We want the usual skill set: efficient, organized and follows through on commitments. You're intelligent, have great analytical skills and pay attention to detail. In addition, you're calm under pressure, have a great work ethic and communicate well.

And, more than the usual skills, we want you to push and not accept the mundane. Push for a higher standard. Be proactive. Be open to new ideas and personal feedback. Try stuff, fail and learn from it. 5% of business leaders are 20 times more efficient than 95% of business leaders. We want you to be the 5%.

Department:  Sales

Reports to: VP, Sales 

The Sales Director, Account Expansion is responsible for leading ShipHawks Account Expansion Team. 

This role owns the sales strategy from the moment the subscription contract is signed. This leadership role works closely with functional leadership to consistently to own Account Expansion, to understand our customer goals and needs, and to drive constant improvement through implementation, go-live, training and renewals, up and cross-sells – with the objective of making and retaining productive, loyal customers who increase product adoption, utilization and trust in our team, product and services throughout the life of our partnership. 

• Define the vision and success metrics of Account Expansion that achieves lasting customer success as defined by logo and revenue retention targets 
• Act as a leader driving Sales and Account Expansion initiatives across the organization
• Gather feedback from other departments, including Product, Finance, Engineering and others as applicable
• Advocate for changes in other departments’ protocols (including our sales and onboarding processes) and collaborate with them to implement needed changes
• Cultivate a world class Team
• Set expectations on performance and provide constant feedback via job scorecards
• Continue to develop and evolve the teams career path that provides measurable targets for team members
• Set up training and mentoring to grow team

• Drive implementation and execution of all ShipHawk Account Expansion training activities
• Develop a departmental onboarding program in which team members are able to exhibit the following upon completion: Product proficiency, standard customer communication methodology, and an understanding of our industry 
• Develop user education programs (certification, training, community, etc.) to educate our customers, improve their likelihood of success with our products and actively reduce support cases

• Provide world class customer support and education as measured by company OKRs
• Train team to deeply understand our customers’ business objectives and become a trusted advisor
• Personally manage escalations from direct reports, and follow a methodical escalation process to executives
• Determine how to define, drive, and demonstrate the value (ROI) delivered by the customers’ investment in ShipHawk
• Perform monthly audit of all customers to identify who is not on ShipHawk's USPS referral tariff and actively work to sign them up
• Define segmentation of your customer portfolio as appropriate
• Work with Marketing to design and implement SaaS best practices for managing content, assigned sales collateral and customer interaction and retention materials that improve the customer experience throughout the entirety of their lifecycle.
• Establish standard methodology to measure customer sentiment, track and report regularly against relevant benchmarks
• Own all revenue opportunities post implementation

Sales Productivity and Effectiveness 

• Loves data and uses it to improve every element of our sales processes and reporting
• A natural trainer and coach who coaches team at the individual level of need
• A strong negotiator who crafts win-win agreements 
• Develops and generates reporting to track all key sales metrics 

• Grit and urgency to drive results; Ability to stay organized 
• Positivity, accountability and a can-do attitude, able to operate in a startup environment; able to handle interruptions, changing priorities and multiple tasks in a calm manner
• Teamplayer
• Has build and scaled remote teams - including culturally
• Curiosity and avid learner – our product is always evolving 
• 7+ years of experience with progressive responsibility in SaaS account management / Sales
• Experience in logistics industry preferred
• Excellent oral and written communication, and presentation skills;
• Bachelor’s Degree in logistics, communication or business related fields required.

What we offer:

• Unlimited Time Off
• 1 week company closure in December
• 11 company paid Holidays
• 401(k)
• Medical, Dental, Vision - we pay 100% of Employees premium
• Short Term Disability
• Generous Paid Family Leave
• Equity Grants for all Employees
• Salary Range for California employees: $150,000 - $200,000 total Compensation (Base plus OTE) 

ShipHawk provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.