Head of Account Management

Who We Are: We’re builders, entrepreneurs, and problem-solvers who draw our inspiration from the incredible leaders we serve. Nearly 15 years ago, we set out to find a better way to help the country’s leading startups navigate the financial hazards that follow their first institutional funding. Today, Propeller’s 350+ full-time professionals on three continents are proud to be considered the premier finance and accounting partner to many of the most iconic emerging companies across the CPG, E-commerce, Technology, Crypto, and Professional Services industries. We are more than just an outsourced CFO and accounting provider; we are a growth partner for our clients. With a best-in-class technology platform, coupled with unparalleled data and workflow optimization tools, we give founders the visibility and confidence to make smarter decisions.

Title:  Head of Account Management

The Head of Account Management is a leadership role, responsible for supporting our service delivery team for proactive client engagement management. This position plays a pivotal role in building our growing client success organization.

In this role, you will lead the team and refine internal processes to deliver a best-in-class client experience. You will evangelize our mission to help great entrepreneurs build great companies, driving maximum adoption, retention and growth of Propeller’s client relationships.

You will work in close partnership with Propeller’s Service Delivery team, Business Development, Accounting, Finance and Technology teams to drive net retention through deeper, more meaningful relationships.

The ideal candidate has a strong background in leading account management, is a senior leader, has a clear understanding of the start-up/VC community, and can roll up their sleeves and execute in a highly collaborative remote environment. This is an opportunity to have an immediate impact on our revenue goals and will be a highly visible position within the organization.

KEY RESPONSIBILITIES

· Define and evolve the engagement model with clients to meet their needs

· Build collaborative partnerships with Service Delivery, Sales, Finance and IT to ensure our clients are set up for frictionless and successful revenue growth

· Establish and maintain the quality and direction of the Account Management team, positioning the organization to address the needs of a growing client base and an expanding Propeller platform

· Drive excellence in Account Management leveraging data, metrics and open feedback to make operational and strategic decisions; ultimately owning the overall KPIs for the function

· Report on client engagement metrics, business impact, and client impact of the client success process, driving a culture of continuous improvement and client delight

· Measure health score to enable predictive, proactive client risk management

· Establish risk mitigation cadence with Finance and Accounting

· Build get well playbook to consistently and efficiently manage client risk and retention

· Build expansion playbook in partnership with BD, Finance and Accounting to maximize Propeller platform adoption with every client

· Leverage data to identify clients who are ripe for adoption of additional components of Propeller’s platform

· Enable all client facing team members on expansion playbook and arm them with data to inform priorities and actions

· Partner with Marketing to deliver expansion marketing campaigns to existing Propeller clients

QUALITIFICATIONS OF THIS POSITION:

· 10+ years leading an account management team

· 10+ years managing clients in a customer success, technical support, business operations, or other support delivery based organizations

· Bachelor’s degree

· Strong leader with a management philosophy of being an enabler of high performance across the team

· Top notch communicator

· Collaborative team member with a cross-functional orientation and a strong ability to build relationships with other leaders and teams

· Creative problem solver with a mentality of “art of the possible”

· Forward thinker with a proactive mindset towards continuous improvement

· Oriented towards measurable results, with the ability to advocate for both clients and internal teams, always striving for mutually-beneficial solutions

· Experience with salesforce, mavenlink a strong plus

· Experience with tech enabled financial services a strong plus

· Knowledge of the start-up space a strong plus

DEI Statement: At Propeller Industries, we encourage our employees and our clients to bring their true selves to the organization. We believe that a diverse team enables us to cultivate and improve upon our culture of inclusion and collaboration. As an equal opportunity employer, we welcome the contributions that you can bring in terms of your education, opinions, culture, ethnicity, race, sex, gender identity and expression, nation of origin, age, languages spoken, veteran’s status, religion, disability, sexual orientation, and beliefs. So however you identify and whatever your background, we encourage you to apply for this role if you share our passion for helping great entrepreneurs build great companies. We look forward to meeting you!

Salary range: $140,000 - $160,000 plus benefits and 401k match

Current Benefits Offered: Generous Paid Time Off and Holiday pay, Comprehensive health benefits plus dental, vision, short and long-term disability, and life insurance. HSA contribution, Paid Family Leave, 401k match and Remote Work.  We also help you grow in your professional life.