Account Operations Manager

CINC Systems is a fully integrated cloud-based homeowners' association accounting and property management software system. It's the largest SaaS player in its space and is growing rapidly. CINC Systems is looking to fill a newly created Account Operations Manager position, for which duties include strategic client account management, mentoring other team members, relationship building, resolving complex problems where the answer may not be telling the partner or client what he/she wants to hear, upselling and client communications. This individual will manage and/or work with strategic clients directly and indirectly in all phases of the client lifecycle. The Account Operations Manager will act as both a client and team advocate, investigate problems and coordinate and execute communication and resolution strategies for those problems. The person in this position will work continuously to identify opportunities for improvement internally and externally.

The Account Management team is a new team at CINC and was formed in response to the company's rapid growth and recent investment from private equity backers. The Account Operations Manager will report to the Chief Client Officer (CCO), a seasoned CINC veteran who has forged strong client relationships.

This team cements CINC's already best-in-class retention numbers and allow for the formalization of client management, which - when the company was younger - had been done through informal executive contact, submission of support tickets and occasional check ins from sales executives.

Job Duties:

• Work closely with CCO, Customer Success Manager and Support Manager to implement technology strategy and processes for our Account Management and Support teams.
• Coordinate resources and execute plans for resolution of client-facing challenges (Senior Problem Solver)
• Solve problems and overcoming challenges without requiring supervision
• Contract negotiation and administration
• Execute and manage identified communication plans
• Assist in development of internal best practices and process
• Manage key client accounts as designated by CCO
• Work with CCO and Customer Success Manager to plan and execute the company's annual user conference
• Identify at-risk customers, develop, and execute plans to maintain low churn rate

Requirements

Requirements

Qualifications

• Bachelor's degree
• Strong client relationship and time management skills
  • Sales, customer management and/or training
• Ability to establish priorities, work independently and proceed with objectives without supervision
• Leadership skills
• Empathy. The ideal candidate will ensure CINC's clients are heard and feel heard
• Proven ability to solve client problems without supervision
• Individual must be able to work in a highly self-driven manner within a fast-paced, entrepreneurial environment
• Strong ability to learn new concepts, problem-solve, and think on your feet
• Exceptional Communication and Organizational skills
• At least two years of selling professional services and/or SaaS based solutions and/or managing accounts a plus
• Experience in Community Association industry a plus
• Proven Leadership Experience - a leader, a builder, a visionary
• Aptitude for fostering positive relationships
• Customer and team-oriented mindset

Benefits

Benefits:

• Great working environment
• Work/life balance
• Medical
• Dental
• Vision
• Life Insurance
• Short-term & Long-term disability insurance
• AFLAC
• Flexible Spending Plan (childcare & healthcare)
• 401K (matching available)
• 136 hours of paid time off per year
• 10 paid holidays per year
• Free snacks (when in office)