Sr. Director, Account Management

Once upon a time, local businesses could attract customers through advertising and word of mouth. But today consumers choose businesses based on online reputation and digital experiences. The modern marketer must deliver exceptional experiences that create repeat customers, and they need a platform that can do this at scale. Local businesses often struggle to overcome the complexity and inefficiencies that come from using multiple applications to manage and optimize their marketing and customer experience operations. They often find that their use of fragmented point solutions keeps them from achieving true customer insights - and from acting upon them in real time.

This is the challenge that Birdeye solves with its all-in-one reputation and customer experience platform. More than 90,000 local businesses and brands use Birdeye to be found online through local listings and reviews; engage with consumers through webchat, text, and social media messaging; collect digital payments; and gain insights to improve customer experience with survey, ticketing and benchmarking tools.

Founded in 2012 and headquartered in Palo Alto, Birdeye is led by a team of industry experts and innovators from Google, Amazon, Salesforce, and Yahoo and in 2021, our CEO and Co-founder was named 2021 EY Entrepreneur of the Year. Birdeye is backed by the who's who of Silicon Valley - Salesforce founder Marc Benioff, Yahoo co-founder Jerry Yang, Trinity Ventures, and World Innovation Lab - and recently closed a $60 million Series C funding round led by Accel-KKR, a leading technology-focused investment firm. Learn more at birdeye.com.

What You'll Do

Birdeye, a next-generation customer experience platform that reimagines how customer feedback is used to acquire and retain connected customers, is looking for a high-octane, seasoned leader with a competitive drive to build, manage and operate a best in class account management sales team. As a Sr. Director of Account Management, you will lead the team, define our growth strategy and deliver outsized results. This leader is a key member of the executive team and reports to our SVP of Customer Success. You will play an integral role in the company's high growth and the success of the organization.

Responsibilities

• Serve as primary owner of the overall existing customer growth (upsell) function, designing, creating and implementing programs to enable the Account Management team to achieve aggressive upsell targets
• Manage a stellar team of approximately 30 Account Management professionals and Managers that are specifically tasked with building and leveraging customer relationships to prospect and close upsell opportunities
• Serve as the primary representative from Account Management working closely with marketing in developing GTM strategies that specifically are aimed at driving upsells with existing customers
• Build and leverage relationships when supporting/mentoring direct reports in prospecting and closing upsell opportunities
• Know/understand our customers' business cases for the usage of our software/services, where the customers are in their journey, and other specific metrics that might factor into their opportunity for growth
• At times serve as a trusted partner and consultant to customers, helping them achieve mutually identified business outcomes through added products/services
• Analyze and use customer performance data/metrics to develop professional-level presentation templates and proposals for the Customer Sales team's use
• Understand our unique offerings, and how those can solve for specific business challenges
• Partner with Solutions Engineering in preparing demos/presentations
• Own the management of the team's entire upsell sales cycle, from initial discovery, opportunity creation, pricing/negotiation, and contracting to closure
• Report key financial metrics, tracking/reporting, and forecasting of upsell opportunities on a daily/weekly basis
• Partner with Customer Sales team in identifying opportunities from daily/weekly status updates
• Partner with the Product Management Team on understanding new product offerings, and/or product enhancements in advance of releases; Sharing customer feedback as it relates to product/feature requests that we can potentially take to market and

Requirements

• 10+ years of proven results, with 5 of those years managing national SaaS sales teams.
• Demonstrated ability to exceed sales quotas
• Demonstrated ability to create customer sales training / enablement programs
• Significant experience managing SaaS or cloud-based consultative solutions to C-level contacts in large partner accounts, with success in retaining and growing accounts over a period of time
• Experience developing compelling presentations and conducting engaging product demos to individuals and groups
• Experience analyzing data and deriving recommendations
• Ability to create account plans and tailored strategies that delivers against customer objectives and key results and maps to future growth opportunities
• Superior negotiation and objection handling skills
• Strong oral and written communication and active listening and engagement skills
• Extensive experience using Salesforce; Experience with customer success platform(s) is a plus
• Talent magnet - demonstrated history of hiring top talent and working with them at successive companies
• Can be based in Dallas or remote

Benefits

Why You'll Join Us

At Birdeye, we seek to innovate and to be the #1 product in our category, which means we continually raise the bar to deliver meaningful results for ourselves and our customers. Our quality is world-class. We deliver what we commit and roll up our prayers sleeves and get work done.

Working at Birdeye means being part of a tight-knit community that helps you succeed and celebrates your wins! We find strength in diversity and inclusion, actively seek different points of view, and ask everyone to be their authentic self at all times.

Benefits

• 100% Employer-paid benefit plans available for employees with multiple health plan options (HSA, PPO)
• Flexible PTO
• 401(k) with company match
• Flexible work from home options available