Account Management Lead

3 semanas atrás

São Paulo, São Paulo, Brasil Wework Tempo inteiro
**Account Management Lead**
**Description**
Associate Account Managers will provide consultative, expert-level support for enterprise accounts that have a growing presence at WeWork. Associate Account Managers will be responsible for optimizing client outcomes and ensuring a world-class customer experience. Associate Account Managers will respond to inbound account requests from the Sales Team and ultimately assume ownership of a book of business (approx 50-150 accounts) as they develop in the role.
Associate Account Managers can either report to the Director of Account Management, or a Manager of Account management.
**The primary functions of the Associate Customer Success Manager will include (but are not limited to)**:
1. Owning the optimization of all BOB client outcomes across their WeWork portfolios.
- Understand portfolio-wide use cases, requirements, and success metrics, and how they map to the client's key business objectives.
- Analyze various data sources (utilization, tickets, member experience surveys, etc) to concisely tell the story of how their current spaces are performing.
- Track space performance against the client's success metrics and provide recommendations to optimize.
- Project manage these recommendations until complete and measure and report on successful outcomes.
2. Supporting the account owner to serve as the global POC for all account-related stakeholders regarding any issues/questions/reporting related to their current portfolio.
- Establish and maintain a proactive communication cadence with key internal stakeholders for account check-ins, providing relevant updates/status reports when needed.
- Build trust, rapport, and credibility with all account stakeholders.
- Escalate account-level issues (billing, digital, etc) to the appropriate internal teams and ensure timely resolution.
- Escalate location-level issues (product, community, operations, etc) to the appropriate internal teams and partner with the Community team to ensure timely resolution.
- Manage a high volume of administrative tasks to ensure the client is set up for success with regards to Billing, Operations, Community, and other cross functional relationships.
3. Owning the account-level satisfaction metric of all BOB accounts, and providing oversight and optimization for location-level satisfaction metrics.
- Assume "closing the loop" responsibility for all account stakeholder feedback.Provide oversight and diligence for any location-level member feedback (for which Community owns "closing the loop"), escalating when necessary.
- Create and project manage account remediation plans for any at-risk/low satisfaction accounts.
Collaborating as a key member of the WeWork account team for all BOB accounts.
- Advocate for the client needs/issues when necessary, always representing the POVs of your clients internally and presenting a client-first mentality.
- Partner with the account team to maximize the account's retention and growth at WeWork.
- Log all tasks/activities related to accounts and ensure account-related data is kept up-to-date.
**Experience**
- 3+ years of client-facing experience in a B2B environment
- 2+ year of customer success/account management experience
- 1+ year working with medium/large companies
- Demonstrated ability to build strong client relationships across accounts and multiple stakeholders, including executive-level leaders
- Space as a Service and/or Real Estate knowledge/experience a plus

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