Director of Account Management & Customer Experience

| Greater NYC Area
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Managed by Q is the platform for office management. We help the world’s leading companies build, design, staff, and manage their workplaces. By connecting office operations teams to dedicated workplace experts and top commercial service providers, Managed by Q enables companies to create inspiring offices and a deliver a great workplace experience for their teams.

Managed by Q was founded in 2014 with a vision of changing how we interact with our workspaces. Today, our team helps thousands of companies nationwide operate their offices and create an environment that inspires their teams’ best work. Empowering others and building diverse and inclusive teams are core to Managed by Q’s mission. We are committed to creating good jobs, helping small businesses grow, and enabling companies to focus on what they do best. Managed by Q is headquartered in New York, with offices in San Francisco, Los Angeles, Chicago, and Boston. Managed by Q is backed by the world’s leading investors, including Google Ventures, RRE, Homebrew, Greycroft, and Staples. If you have a love of learning, are drawn to hard problems, and want to spread opportunity within your community, we’d love to meet you.

About the role:

As the Director of Account Management, you will lead our growing account management team in New York, San Francisco, Los Angeles, and Chicago. You will provide the vision and leadership that will inspire your team through change and growth as the company continues to scale. You will own both client retention and upsell, and you will be a key part of Q’s growth organization as you lead your team to consistently exceed goals.

About you:

  • You have experience building and leading high performing account management teams - responsible for both retention and upsell.
  • You are a positive leader who naturally inspires and motivates others.
  • You are highly process oriented and comfortable using metrics to influence decision making and strategy.
  • You are solutions oriented and can execute quickly in a fast paced environment.
  • You are a highly intelligent and effective sales leader who can effectively move initiatives forward both internally, and with clients.

Responsibilities:

  • Exceed growth objectives by driving both retention and upsell while delivering an exceptional client experience
  • Lead, inspire, coach, manage and motivate an A+ account management team, and including both individual contributors and managers
  • Attract, hire and develop the best account management talent
  • Build on an established culture of hard work, energy, fun, positivity and accountability
  • Drive the definition and implementation of team structure, strategy, process and playbooks
  • Work cross-functionally with other department heads execute against company initiatives

Qualifications:

  • 5-7+ years relevant leadership experience managing an account management team responsible for both retention and upsell in a high growth environment; preference given to SaaS experience
  • Successful track record of building A+ teams; experience managing managers preferred
  • Natural leader with great energy, passion, enthusiasm, and intelligence
  • Track record of using metrics and data to optimize sales process and performance
  • Experience with proven models for coaching and developing teams
  • Bachelor's degree required

Benefits/Perks:

  • Ground floor opportunity at one of the fastest growing companies in the world
  • Competitive salary
  • Generous Stock Options
  • 401(k) with company matching
  • No cost premium option for medical and dental insurance
  • Casual dress and pet-friendly office
  • Cold brew and Kombucha on tap
  • Team lunches, happy hours and company outings
  • An insanely supportive, hardworking team, building something BIG
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Location

233 Spring St., New York, NY 10012

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