Justworks
New York, NY

Director, Account Management

| Greater NYC Area
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Who We Are

At Justworks, you’ll enjoy a welcoming and casual environment, great benefits, wellness program offerings, company retreats, and the ability to interact with and learn from leaders in the startup community. We work hard and care about our most prized asset - our people.

We’re helping businesses get off the ground by enabling them to focus on running their business. We solve HR issues. We’re data-driven and never stop iterating. If you’d like to work in a supportive, entrepreneurial environment, are interested in building something meaningful and having fun while doing it, we’d love to hear from you.

We're united by shared goals and shared motivations at Justworks. These are best summed up in our company values, which are reflected in our product and in our team.

Our Values

If this sounds like you, you’ll fit right in.

Who You Are

As the Director of Account Management, you will be a vital part of the leadership team for Justworks' broader Customer Success organization. In this role, you will lead Justworks' Account Management function and be responsible for bringing a customer success- minded vision and approach to leading this critical, customer-facing team. This position plays a key role in driving customer happiness, goals, product utilization, cross functional collaboration, and revenue expansion across the business.
You will oversee and lead an 90-person organization that is responsible for servicing customer admin inquiries, driving successful adoption, ensuring value realization and growing a portfolio of Justworks's customers across the country. You will focus primarily on driving success within our named account segment, through mentoring and planning for a team of Account Managers. Another key part of this role is ensuring that the Account Management team is a best-in-class servicing organization through partnership with key stakeholders, including our customers, to ensure viable and value-adding services to the business. You will report directly to the VP of Customer Success.

Your Success ProfileWhat You Will Work On
  • Lead, expand and mentor the Account Management team by setting the strategy, prioritizing Objectives and Key Results (OKRs), as well as hiring, training and developing a world-class team
  • Drive customer lifetime value by helping to define the customer journey and deploying programs to help drive business value with customers, customer goal achievement and new features
  • Work cross functionally with peers across the company to collaborate and ensure that your team has what they need to be successful
  • Represent the voice of the customer and influence internal stakeholders by promoting a customer-centric mindset across the organization
  • Partner closely with the sales teams to engage with leaders at existing customers to define goals and leverage our products and services to achieve them
  • Display a high level of professionalism and compassion when working with employees and customers
  • Perform other duties as needed based on department and/or organizational needs
How You Will Do Your Work

As a Director of Account Management, how results are achieved is paramount for your success and ultimately result in our success as an organization. In this role, your foundational knowledge, skills, abilities and personal attributes are anchored in the following competencies:

  • Consultative - takes an approach that focuses on building relationships with others, understanding their problems, and developing solutions to their challenges through open-ended questions and active listening.
  • Taking Responsibility - being accountable, being committed, and accepting ownership for one's decisions, actions, and behavior.
  • Adaptability - the ability to adjust your approach or actions in response to changes in your external environment.
  • Solution-Oriented - identifies the source of a question or challenge and provides the right, or a better, way of doing things.
  • Curious - the innate desire to learn, grow and understand.

In addition, all Justworkers focus on aligning their behaviors to our core values known as COGIS. It stands for:

  • Camaraderie - Day to day you can be seen working together toward a higher purpose. You like to have fun. You're an active listener, treat people respectfully, and have a strong desire to know and help others.
  • Openness - Your default is to be open. You're willing to share information, understand other perspectives, and consider new possibilities. You're curious, ask open questions, and are receptive to thoughts and feedback from others.
  • Grit - You demonstrate grit by having the courage to commit and persevere. You're committed, earnest, and dive in to get the job done well with a positive attitude.
  • Integrity - Simply put, do what you say and say what you'll do. You're honest and forthright, have a strong moral compass, and strive to match your words with your actions while leading by example.
  • Simplicity - Be like Einstein: "Everything should be made as simple as possible, but no simpler."
Qualifications
  • Minimum of 12 years of professional experience, ideally in customer success, account management, customer support, professional services or related fields
  • Minimum of 8 years of people management experience building and managing large (100+ employees) customer-facing teams in a fast-paced, dynamic environment
  • Experience working with complex products and communicating complicated ideas and processes in an easy to understand way
  • Ability to architect success delivery models that align with current customer segments, deliver customer value and scale with growth projections
  • Comfortable advocating for customers with the ability and willingness to engage directly with customers
  • Approach decision making with a data-driven mindset to experiment and iterate
  • Passionate about our Customer Success team identity of being Humans, Owners, Optimists and Experts, and our approach of service excellence
  • Aligned with Justworks' mission and share our core values: Camaraderie, Openness, Grit, Integrity and Simplicity
  • Experience in tech/SaaS a plus

#LI-Hybrid #LI-ZP1

Please Note: In accordance with New York City public health requirements, and because this position requires onsite work, this position will require the successful candidate to show proof of vaccination against COVID-19.  As an equal opportunity employer, Justworks will provide reasonable accommodation to those individuals who are unable to be vaccinated consistent with federal, state, and local law.Diversity At Justworks

Justworks is committed to maintaining a workplace where diversity of identity, culture, and life experience is the norm and is celebrated authentically and respected consistently. Diversity in our work, our people, and our product drives creativity and innovation, entrepreneurial leadership and integrity, competitiveness, and collaboration throughout our business and in the market. We depend on our differences to make our team stronger, our workplace more dynamic, and our product accessible to all of our customers.

We’re proud to be an equal opportunity employer open to all qualified applicants regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, veteran status, or any other legally protected status. 

Our DEI Commitment

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Where we are

Justworks’ new headquarters at 55 Water Street, located in downtown NYC, overlooks the East River and Brooklyn Bridge.

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • RubyLanguages
    • Ruby on RailsFrameworks
    • MySQLDatabases
    • Google AnalyticsAnalytics
    • TableauAnalytics
    • FigmaDesign
    • AsanaManagement
    • BasecampManagement
    • ConfluenceManagement
    • Google DriveManagement
    • JIRAManagement
    • SmartsheetManagement
    • TrelloManagement
    • SalesforceCRM
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What are Justworks Perks + Benefits

Justworks Benefits Overview

People are our most prized asset. We do hard work, and we’ll always work hard to take care of you.

Culture
Volunteer in local community
Whether it's through Justworks-sponsored initiatives or in pursuit of a cause that matters to you, get paid while you're giving back. All Justworks’ employees get up to five fully-paid volunteer day
Friends outside of work
Get to know your colleagues and make new friends during outings to local NYC events, our annual summer camp retreat, and monthly random lunches.
Eat lunch together
Monthly random lunches help us all take some time out to meet people from across the company.
Intracompany committees
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Justworks’ dedicated program manager for Diversity and Inclusion (D+I) oversees the company’s formal practices and policies.
Highly diverse management team
Justworks is committed to constantly improving our diversity, equity, and inclusion initiatives across the entire company.
Unconscious bias training
Diversity manifesto
At Justworks, we believe it takes diversity of identity, culture, and life experience to create a world in which starting, running, and joining a growing business is an accessible option for all.
Diversity Employee Resource Groups
Justworks has eight Employee Resource Groups (ERGs) that are all committed to making the company's work culture more diverse and inclusive.
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Justworks employees can contribute up to $2,500 annually to their FSA.
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Justworks offers its employees multiple wellness perks including access to Talkspace, Classpass, Gympass, and a complimentary membership to Headspace.
Mental Health Benefits
Justworks offers employees access to Talkspace and an annual complimentary membership to Headspace.
Retirement & Stock Options Benefits
401(K)
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Company sponsored family events
Justworks Family Matters Employee Resource Group hosts events throughout the year for employees and their families to participate.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Sabbatical
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Happy Hours
Parking
Pet Friendly
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Time allotted for learning
Online course subscriptions available
Paid industry certifications

Additional Perks + Benefits

Enjoy access to top-notch medical, dental, and vision insurance with the options you need to feel secure and take care of yourself, your way. Justworks offers plans with 100% covered premiums for individuals and 90%+ covered premiums for families.

Taking care of yourself doesn't end with having good health insurance, especially when it comes to dealing with stress or issues in your life outside of work. Get free access to Talkspace, the leader in anonymous, accessible, and professional online therapy. Plus, with Health Advocate, you’ll have legal, financial, and medical bill resources at the ready.

We carefully vet the benefits and perks we offer in Justworks. That means you get access to all the same great options as our customers, plus everything that’s still in beta — all while helping to make our product even better.

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