Director of Account Management

About SafeSend  

At SafeSend, we are automating the tax and accounting profession with innovative, emerging technologies. We help accounting firms and tax practitioners work more efficiently and better serve their clients. We are driven by our vision and are always on the lookout for talented, team-oriented people who want to help us continue to push forward. Join us and work in an exciting environment, with some of the brightest and most creative people in technology!  

Opportunity Overview 

The Director of Account Management plays a key role in driving growth in customer product usage and customer retention. Reporting to our Vice President of Customer Success, the Director of Account Management leads a dynamic, high-performing customer success team responsible for customer retention and driving usage expansion. The Director is responsible for training, coaching, developing, and retaining top account management talent in the industry. We are looking for a high-energy candidate eager to be part of a growing Customer Success organization with a dynamic and supportive culture. 

The primary focus of this position will be on managing the day-to-day operations of Customer Success Account Management segmentation, including supporting individual representatives through coaching, collaborating on deal strategy and pipeline management, improving forecasting accuracy, and tracking their progress toward monthly and annual goals. The Director of Account Management will also be vital in guiding the team to adopt and maximize our sales engagement tools to assist in their outreach. Furthermore, as part of our culture, we place a strong emphasis on professional development, and this role will be a crucial part of our efforts in that area. 

If you have experience in the technology/SAAS industry, a solid track record of effective leadership and success in maximizing the performance of outbound sales teams, and a passion for bringing out the best in your team, read on! 

Responsibilities – What You’ll Get to Do: 

• Be a change agent – define, build, and lead an Account Management organization into the future.
• Help define the AM roles—what do we need our AMs to do? How should they spend their time? What should they do less of? What skill sets do we need to develop, coach, or hire for?
• Optimize our coverage model – further segment our customers and ensure we’re putting the right people and resources against the right customers to maximize productivity and revenue growth simultaneously.
• Identify growth opportunities and lead your team to success.
• Leverage data insights to identify and prioritize upsell/expansion/attach opportunities for growth and investment among customers.
• Help build the playbook(s) – define the daily/weekly/monthly/quarterly motion for Account Managers to proactively engage to drive growth; scale it across the business and ensure consistent application.
• Partner with the RevOps team to define and build the right systems motion via Salesforce, Salesloft, ChurnZero, and other tools that allow us to monitor and measure with a focus on constant improvement. 
• Retain our existing customer relationships.
• Reduce churn – determine the best ways to demonstrate and communicate the value of SafeSend.
• Measure, analyze, and build an action plan from customer satisfaction surveys with the goal of consistent and high NPS scores.
• Partner internally as “the voice of the customer.”
• Help collect, prioritize, and synthesize customer feedback and circulate it internally to key stakeholders, including Sales, Product, and Executive Teams.
• Work cross-functionally to continuously grow our footprint, build targeted outreach strategies, and ensure an excellent customer experience throughout the life cycle.
• Partner externally as “the voice of SafeSend.”
• Develop relationships with key customer decision-makers/buyers via sales tools, creativity, and hustle.
• Serve as an escalation point for our customers as needed, and confidently represent SafeSend externally. 

Expectations – What We Need from You: 

• Experience in technology account management leadership roles, leading organizations that support revenue growth through upsell and investment optimization; and attach of additional modules to meet the various needs of our customers.
• Natural ability to develop relationships across levels in an organization, from senior executives to individual contributors
• Effective communicator with an ability to influence and inspire others
• Excels working in a highly collaborative team – have fun!
• Ability to thrive in a fast-moving environment, and desire to actively test and iterate approaches to get better, faster.
• Embrace data-based decision-making. Have a firm grasp of the data to understand what's happening in your team and with customers, and act accordingly.
• Be a great coach! You must be able to review and assess the strengths and development areas of our team and provide timely and constructive feedback to help improve capabilities. 

Qualifications / Skills 

• Bachelor’s degree in business, Marketing, or a related field.st
• 7+ years of experience in customer success, account management, or a related field, with at least 3 years in a leadership role.
• Proven track record of managing and growing customer accounts.
• Solid leadership and team management skills.
• Excellent communication and interpersonal skills.
• Strategic thinker with the ability to develop and implement customer success strategies.
• Proficiency in Salesforce, ChurnZero and customer success tools a plus. 

Why join SafeSend? 

We love serving our customers, making technology tools that help people, and being part of a vibrant organization that is team-oriented. These characteristics are part of the reason our flagship solution, SafeSend Returns® is a multi-year technology innovation award winner. We deliver on our promise to offer best-in-class software design and customer service. 

We offer a competitive compensation and benefits package including profit sharing, company-paid health benefits, and 401(k) plan with company matching. We provide an environment that encourages a healthy lifestyle promoting work/life balance and overall employee well-being. We also offer paid vacation time off, sick leave and holidays. 

SafeSend is an EEO and Affirmative Action Employer of Females/Minorities/Veterans/Individuals with Disabilities. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state or local law.

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