Account Director - Customer Success

Job Title: Account Director - Customer Success

Location: USA

WHY YOU’LL LOVE SALESLOFT:

Put Customers First.  Team Over Self.  Focus on Results.  Bias Towards Action.  Glass Half Full. 

These are the values that define who we are and have empowered our staggering growth to become the #1 leader in sales engagement software.   

Salesloft helps brands deliver value and create trust by connecting authentically and meaningfully with their customers. Thousands of customers depend on Salesloft’s category-leading sales engagement platform to engage in more relevant, authentic and sincere ways.

Since our founding in 2011, we have grown into a global, award-winning organization with Lofters based all over the world.  As a testament to our organizational health, we have been named by Forbes as one of America’s Best Startup Employers in 2020, twice by Deloitte as a ‘Fastest-Growing Technology Company in North America,’ and have been recognized as a top workplace by Forbes, Fortune, Glassdoor, Atlanta Journal Constitution, and Inc Magazine.   

We’re redefining an age-old industry! This is challenging work – but our team of brilliant creatives makes the journey thrilling.  We’re fast-paced, innovative, and collaborative.  We pursue excellence in everything and have a lot of fun along the way.  Come join us!

Check us out on Glassdoor and see what people LOVE about working for Salesloft! 

THE OPPORTUNITY:

Although we’re proud of our history, we’re just as excited about the future.  We want to create a world-class culture and company that attracts, develops, engages and retains elite talent.  

At Salesloft, our Account Directors - Customer Success are pivotal to our company’s success.  You will be a key member of our fast-growing and high-performing Strategic Accounts Customer Success team and will help lead the management and project execution for SalesLoft’s most strategic accounts. 

On a day-to-day basis, you will be responsible for the success and retention of strategic accounts. You will also be held responsible for some level of growth within the strategic accounts.

Specifically, you will:

• Critical role to ensure alignment both internally and externally
• Overall post-sale owner of the account driving consistency and cohesion across the entire account (all roles, business units, and subsidiaries with and without services attached) and the entire customer journey.
• Partner with internal account program team (e.g. Sales, Services, Support, Product, Engineering, and Marketing) to design and execute optimal account plans for each customer.
• Direct Liaison with Account Executives on overall account strategy including plans for growth. A partner with Sales during various sales cycles to share the Success programming and plan for expansion of the account that will not disrupt the broader account that is already up and running. 
• Deep understanding of all portions of the account and where each business unit is within the customer journey and sales maturity phase. 
• Work across the strategic account’s organization to communicate the value of sales engagement to their team and executives, often from many departments and with varying priorities.
• Responsible for ensuring customer stakeholder alignment across executives, business leadership, technical and systems leadership, as well as front/second line leaders, and end users. This will be delegated, but the AD is ultimately responsible for ensuring that consistent alignment exists across the board.
• Own Internal Success QBRs
• Own Executive Business Reviews bi-annually and participate in all Quarterly Business Reviews with different segments of the account
• Focus on growth and strategy

In addition to working with amazing colleagues who exemplify our ‘team over self’ core value, you will also have the opportunity to help our most strategic customers drive success in their own organizations.  You will have an opportunity to make a difference. 

WHAT WE’RE LOOKING FOR:

We are seeking a bias-towards-action, results-oriented, dynamic and innovative Account Director with experience working with enterprise clients.      

If you’re looking for an opportunity to learn more, do more, and become more, then becoming an Account Director, Customer Success is the career path for you!

THE TEAM:

Our Salesloft’s Strategic Account Success team is comprised of seasoned and up-and-coming customer services professionals who are all aligned on one vision and mission:

• Vision: Every seller is loved by the buyers they serve (#saleslove)
• Mission: Equip companies to maximize revenue by creating a fantastic buying experience

They are also the epitome of our core values:  Customers First. Team Over Self. Focus on Results. Bias Towards Action. Glass Half Full.

THE SKILL SET:

• 6 - 8 years of related experience; BA / BS or related work experience required.
• Experience working with Enterprise customers; ability to execute with internal stakeholders to deliver on client commitments.
• Comfortability working with data sets to extract insights, create baselines, and present findings. 
• Exceptional communication skills, both written and verbal; comfortable presenting to cross-functional executives both internally and externally.
• Strong stakeholder management skills; ability to establish and maintain relationships built on trust is imperative.
• Must be dynamic, innovative, and possess creative problem-solving skills.
• An initiator and a pusher. Has the urge and ability to make things happen and to solve practical problems in a dynamic environment. Results-driven.
• Experience establishing strategic C-level relationships
• Experience executing detailed mutual success plans to C-level executives, directors, and sales managers
• Adept at identifying and utilizing internal resources (Sales Development, Sales Engineers, etc.) to build Salesloft brand awareness, assist in sales cycles, and close deals
• Collaborative mentality by prioritizing ‘we’ and not focusing on ‘me’
• Proven ability to make strong connections and overcome roadblocks to achieve results
• Demonstrated ability to conduct compelling on-site presentations and product demonstrations to C-Level executives
• Works on complex issues where analysis of situations or data requires an in-depth evaluation of variable factors. 
• Exercises judgment in selecting methods, techniques and evaluation criteria for obtaining results.
• Networks with key contacts outside their own area of expertise

WITHIN ONE MONTH, YOU’LL:

• Attend SalesLoft’s New Hire Orientation, where you will learn our SalesLoft story and understand what makes our “Lofters” unique 
• Begin 1:1’s with your manager, understand your 30-60-90 plan, meet & shadow current members of the SalesLoft team, and assist your team on key projects 
• Set your OKRs (Objectives and Key Results) with your manager and develop an action plan to achieve them
• Meet key partners in Support, Professional Services, Customer Success, Product, Sales, etc. - they will be key relationships for you throughout your deal cycle
• Become an expert in our strategic accounts program methodology and processes

WITHIN THREE MONTHS, YOU’LL:

• Begin owning and managing your own strategic accounts
• Confidently manage both internal and external program relationships
• Execute detailed accounts reviews internally and externally

WITHIN SIX MONTHS, YOU’LL:

• Consistently meet or exceed customer expectations
• Manage a full book of business
• Continue to develop professional relationships with customers and internal stakeholders
• Continue to focus on your OKRs

WITHIN TWELVE MONTHS, YOU’LL:

• Be considered a top-performing Account Director on the team by consistently exceeding your goals 
• Set an example for new Strategic Services Managers, and assist in training, onboarding and motivating new Lofters
• Assist in creating and iterating on department processes

IS THIS ROLE NOT AN EXACT FIT? Keep an eye on our Careers Page for other positions! 

WHY SHOULD YOU WORK AT SALESLOFT:

• You will become part of an amazing culture with a supportive CEO and smart teammates who actually care
• You will work with an amazing team you can learn from and teach
• You will experience joining a high-growth/high-traction organization
• You will hear “Yes, let’s do that!” and then have the opportunity to successfully execute on your ideas
• You will build community with Lofters of many cultures and backgrounds through ERGs and DEI initiatives
• We have a vibrant, open office that utilizes modern technology
• You will grow more here than you would anywhere else, that is a promise

Salesloft embraces diversity and invites applications from people of all walks of life.  We are proud to be an Equal Opportunity Employer and provide equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, pregnancy, sexual orientation, or any other characteristic protected by law.

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