About this Role:
We are looking for a customer-centric leader to develop and scale one of our most critical functions: account management and customer strategy. As the VP Customer Strategy / Account Management, you will be responsible for renewing and increasing the value of existing customer accounts and implementing a best-in-class customer experience that results in maximizing customer satisfaction and longevity.
You will be responsible for driving the customer experience outcomes for the business - working cross functionally with the Sales, Product, Customer Operations, and Finance teams - you will be responsible for maintaining and growing existing customer revenue. You will continuously identify opportunities for improvement as well as new selling opportunities, and collaborate closely with internal stakeholders to increase efficiencies within your teams which results in positive experience of a client’s life cycle with us. You will directly oversee and scale a team of account managers with a dotted line to the customer operations teams.
Day-to-Day Responsibilities will include (but not be limited to):
Set and oversee the overall strategy and day-to-day operations of the Account Management team to achieve revenue and customer experience goals
Measure, manage and forecast renewal revenue performance on a weekly / monthly / quarterly and annual basis focusing on providing transparency to the Executive Leadership team
Own and develop a strategy to increase customer retention and identify key, predictive indicators of customer health
Work cross functionally with the product and engineering teams to ensure that the voice of the customer is built into our product strategy / roadmap
Become intimately familiar with the challenges our customers face in the talent attraction, recruitment marketing, and talent retention space to contribute to new product and service offerings
Creation of quarterly thought leadership decks / presentations to distinguish the account management team as a thought leader in the space of women in the workplace
Contribute to product, pricing and go-to-market strategy for the organization, helping the leadership team ideate and iterate
Hire, train, manage, inspire and drive performance for a growing team of account managers (6 today and growing rapidly)
Minimum of 5 years of B2B account management leadership experience in a fast-paced SaaS environment (ideally with some start-up experience)
A track record of developing customer relationships and exceeding revenue targets
Experience scaling a B2B account management team
Demonstrate a data-driven approach to decision making
Excellent written and oral communication skills with a proven ability to influence and motivate customers, internal stakeholders, and your team
We value employees that are independent, self-directed and those that strive for excellence
You must love Fairygodboss - and be excited about changing the workplace for women
Experience in the recruiting / HR industry a plus
Fairygodboss is the largest career community for women*. Our mission is to help the women in our community by providing free resources and a safe, inclusive environment for highly motivated women to connect with other career-minded individuals and help one another to succeed. Millions of women visit Fairygodboss for career connections, jobs, community advice, virtual events and hard-to-find intel about how companies treat women.
Our customers include over 150 Fortune 1000 companies including: Apple, Microsoft, Goldman Sachs, Bank of America and IBM.