Director of Account Management

We are hiring a Director of Account Management to drive the success, retention, and revenue expansion within the Partners we support. We have invested heavily in growing the Account Management team over the last year, and are excited to bring in a senior leader who can help elevate our daily focus on the critical inputs and outputs that we believe will drive long-term success.

The ideal candidate will have proven success in leading Account Management teams, managing Managers, and achieving revenue growth targets.

What You’ll Do

• Lead teams of Account Managers who are focused on retention and revenue expansion within their books of business
• Develop your team of Managers to lead high performing teams, to be great coaches, and to drive positive outcomes within their team’s portfolios
• Optimize existing processes for efficiency, taking the foundation that we have in place today and making the team even more effective
• Manage the team closely to accomplish the critical activities and inputs that we believe will result in the right revenue and retention outputs (and help to identify what new activities should be based on trends over time)
• Participate in negotiations, QBRs and other conversations with high-value customers, deepening our key relationships at a more senior level
• Develop a strong cross-functional relationship with Sales and Product, acting as an internal champion for our customers, their experiences, and their feedback
• Own the overall performance of the AM teams you are responsible for, creatively finding ways to win and demonstrating a strong sense of ownership for the team’s outcomes
• Have a seat at the table - We’re looking for someone who can play an important role in shaping the future of the AM team and the broader Go-To-Market organization
• Partner with the team to package knowledge about our customers for broad consumption (Sales, Marketing, Account Management, Product, etc), and be the internal expert on trends we’re seeing within our customer base
• Strategically set quarterly objectives in partnership with the VP of Account Management, and lead key initiatives and projects to hit the objectives
• Partner with the Revenue Ops team to analyze weekly data and reporting metrics to determine the health of the customer base as well as individual team and AM performance, and take appropriate actions based on the data to respond to trends quickly

Who You Are

• 5+ years of experience in Account Management, with at least 2 years managing Managers
• Proven track record of hitting goals and revenue targets
• Experience leading teams who are managing books of business, responsible for both retention and revenue expansion
• Prior experience in partnering cross-functionally with Sales, Product, and other internal teams to achieve success
• Demonstrated sense of ownership, always looking for ways to improve and proactively leading your teams to solve problems and maintain a sense of urgency
• Data-oriented, with a proven ability to provide accurate forecasting, diagnose performance, and drive your teams through an eye on inputs and outputs that will drive key metrics
• Customer-centric and an eager relationship builder, with the ability to share feedback with customers to drive positive long-term relationship momentum (and not always just to appease in the moment)
• Confidence in presenting work to senior-level executives and stakeholders, whether in small groups or large presentation setting
• Clear attention to detail and process-oriented, with the ability to establish key operational processes and leadership of the team to follow guidelines consistently

Instawork Values

• Bias for Action -- We are a growing team and an evolving product. We want a team of do’ers to drive the company forward, even if it means making decisions with incomplete information or being wrong.
• Act Like an Owner -- Treat this company as though it is your own. Execute on the fundamentals, and act creatively to drive growth. Your ability to drive impact in any part of our company is only limited by your courage and conviction, not your job title.
• Always Be Learning -- We are changing an entire industry. We strive to learn from each other and get better each day, week, and month, so that our team’s learnings can compound and we can all improve, together.
• Empathy, Trust, Candor -- Empathy for our business partners and professionals means we put ourselves in their shoes. Empathy for our colleagues means we are always upfront and honest with each other, which comes from trust.

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