Director, Account Management

| Greater NYC Area
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Director, Account Management

Enabling product creation at scale is the core of Shapeways’ innovative technology platform. By leveraging a global network of cutting-edge digital manufacturing and material partners, Shapeways continues to be a proven leader in advanced additive manufacturing [3D Printing] solutions. Founded in 2007, Shapeways is headquartered in New York City, with manufacturing facilities in Long Island City and the Netherlands, maintaining a prominent global presence around the world. Shapeways has enabled product creation for over 1+ million businesses. And we’re just getting started.

 

Why is the Director, Account Management important to us?

As we are expanding from being the most known D2C additive manufacturing marketplace in the world to being THE leader in additive manufacturing for B2B, we are looking for a Director, Account Management that would help us grow significantly through this change. Reporting directly to our CRO, the Director, Account Management will lead our core business and be responsible for the happiness and growth of Shapeways’ top customers. As you can imagine, it’s one of our most strategic positions for growth!

We are looking for a dynamic, creative and intelligent leader; team player that thrives in a fast-paced, innovative working environment and is passionate about customer happiness, relationship building, and increasing customer satisfaction through data-driven approaches.

While we value anyone with passion and talent for customer success, for this specific role we are looking for candidates with a proven track record in building and scaling customer success teams.

As we enter the next era of Shapeways, this is an amazing time to join our leadership team and be part of building our path to success.

 

As the Director, Account Management you will:

  • Be responsible for the growth and LTV of our most strategic global SMB and enterprise accounts.
  • Build new and improve existing processes for managing accounts life cycle; within the complexities of our business.
  • Develop dashboards for tracking account activities, customer health, forecasting renewals, expansions, and retention.
  • Manage, coach, and mentor our global customer success team.
  • Work cross-functionally and serve as the liaison between our team, our clients, and Shapeways management, product, support, marketing, and operations teams.
  • Provide business insights to senior stakeholders; using data to help drive decision-making as it pertains to white glove customer service, customer retention, and increased sales.
  • Report to Chief Revenue Officer.

Requirements

You might be a good fit if you (have, possess, are):

  • 10+ years of experience in client-facing roles including management consulting, sales, account management or partnerships; high-growth or early-stage startup experience is a plus
  • A strong people leader with a natural ability to motivate a team, set and achieve targets, and manage career growth and performance
  • Built teams from the ground up and have experience directly managing a dispersed team of 5 or more people
  • Have implemented robust methodologies of managing an account through their lifecycle
  • Love working directly with clients; you create and maintain long term relationships
  • Comfortable making tough decisions that balance the trade-off between quality and quantity
  • Organized and have demonstrated the ability to balance multiple projects at once
  • A natural problem solver at the core; with a strong bias for action
  • Excel in a role that is both strategic (30,000-foot view) and in the weeds (no job is too small)
  • A strong analytical and execution background - the ability to identify and implement growth opportunities

Nice-to-haves:

  • Experience or passion for additive manufacturing
  • Experience in working with gainsight, totango or other customer success tools

Benefits

Why join our team?

At Shapeways, we all contribute to a respectful work environment where we share ideas and encourage each other to think creatively. We are a collaborative, diverse and dynamic group of individuals ready to embark on our next chapter of growth.

Do you want to be part of a culture that is inclusive, inspiring, and allows you the autonomy to be creative in your work? If so, we invite you to join us on our adventure!

 

Benefits and perks include:

  • Healthcare that fits your needs - We offer excellent medical, dental, and vision plan options that provide coverage to employees and dependents. Our suite of options ranges from 100% employee-only medical premium coverage to extremely reduced premiums for dependent coverage to an enhanced buy up plan for those with more extensive needs. We also have competitive pricing plans for dental and vision!
  • 401(k) with Safe Harbor Employer Contribution - Join the team and we will immediately invest in your future.
  • Parental Leave - Robust paid time off for new parents; both primary and secondary leave.
  • Generous Paid Time Off - 20 PTO days plus additional days off when you’re not feeling well, to observe holidays, or just to destress. Also, this year we piloted Summer Fridays in HQ!
  • Wellness - We care about your wellbeing. From Commuter Benefits to FSA’s to a platform to promote financial wellbeing to gym reimbursement to standing desks to a partnership with One Medical...we’ve got you covered!
  • Great Snacks and Free Lunch - Fully stocked fridge and lots of snacks. Also, daily catered lunch at our Long Island City facility and weekly catered lunch in our Manhattan office.
  • Regular Happy Hours - Cheers to themed happy hours! Enjoy extra time for getting to know your teammates.
  • Credit towards 3D Printing - Every employee receives $100 of Shapeways credit each quarter to make or buy products on our marketplace.

 

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • PHPLanguages
    • PythonLanguages
    • SqlLanguages
    • LAMP StackLanguages
    • MySQLLanguages
    • CSSLanguages
    • jQueryLibraries
    • Vue.jsLibraries
    • Backbone.jsFrameworks
    • FlaskFrameworks
    • LaravelFrameworks
    • SymfonyFrameworks
    • TensorFlowFrameworks
    • MemcachedDatabases
    • MySQLDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • MixpanelAnalytics
    • LookerAnalytics
    • BalsamiqDesign
    • IllustratorDesign
    • PhotoshopDesign
    • SketchDesign
    • SolidWorksDesign
    • ZeplinDesign
    • AsanaManagement
    • ConfluenceManagement
    • JIRAManagement
    • Pivotal TrackerManagement
    • TrelloManagement
    • WordpressCMS
    • SalesforceCRM
    • ZendeskCRM
    • MailChimpEmail
    • SendGridEmail

Location

We're a B2B/B2C business with offices globally; HQ in the Flatiron, and two manufacturing facilities; Long Island City & Eindhoven.

An Insider's view of Shapeways

How would you describe the company’s work-life balance?

Shapeways cares about its employee's work/life balance by supporting flexible working hours, parental leave, and a genuine attitude of camaraderie and working together. I am thankful for the friendly environment and truly feel that our leadership team cares about the staff and how they're doing, both professionally and personally.

Leon Tsivin

Director, Product Management

What kinds of technical challenges do you and your team face?

Every 3D model uploaded to Shapeways is unique: it's intended purpose, it's geometry, it's the owner. Whereas other industries may be able to take a 'one-size-fits-all customers' approach to solving problems, we are often faced with the challenge of making a solution work for a near infinite amount of possibilities.

Carolyn Dempsey

Director, Product Management

What does career growth look like on your team?

We introduced an Engineering Career Ladder to our team; we outlined all of our available roles and their respective responsibilities. That document, along with a related individualized Career Development Plan, serves as the basis for directing our engineers' career growth. Still, it's up to each engineer to drive their own career growth forward.

Reginald Mullin

Director, Engineering

How do you empower your team to be more creative?

We strive to create a culture that empowers our team at all levels. We have an ambitious vision for the company, a clear strategy on how we can accomplish that, and goals that connect everyone to the same purpose. This starts by building and developing the team, communicating, being transparent, and celebrating our successes and failures.

Greg Kress

CEO

What’s the vibe like in the office?

I am surrounded by intelligent and fun people, and many of whom have become more than colleagues. The projects are often challenging, and I am continuously learning and growing every day. Our new HQ in Flatiron is great; open floor plan and very bright which allows us to be more collaborative with other teams.

Johnny

Principal Software Engineer

What are Shapeways Perks + Benefits

Shapeways Benefits Overview

Healthcare that fits your needs - We offer excellent medical, dental, and vision plan options that provide coverage to employees and dependents. Our suite of options ranges from 100% employee-only medical premium coverage to extremely reduced premiums for dependent coverage to an enhanced buy up plan for those with more extensive needs. We also have competitive pricing plans for dental and vision!

401(k) with Safe Harbor Employer Contribution - Join the team and we will immediately invest in your future.

Parental Leave - Robust paid time off for new parents; both primary and secondary leave.

Generous Paid Time Off - 20 PTO days plus additional days off when you’re not feeling well, to observe holidays, or just to destress. Also, this year we piloted Summer Fridays in HQ!

Wellness - We care about your wellbeing. From Commuter Benefits to FSA’s to a platform to promote financial wellbeing to gym reimbursement to standing desks to a partnership with One Medical...we’ve got you covered!

Great Snacks and Free Lunch - Fully stocked fridge and lots of snacks. Also, daily catered lunch at our Long Island City facility and weekly catered lunch in our Manhattan office.

Regular Happy Hours - Cheers to themed happy hours! Enjoy extra time for getting to know your teammates.

Credit towards 3D Printing - Every employee receives $100 of Shapeways credit each quarter to make or buy products on our marketplace.

Culture
Friends Outside of Work
Eat Lunch Together
Intracompany Committees
We've created culture committees in each of our offices to plan events that bring our employees together; happy hours celebrating wins or special life events, or fun outings to bring us together!
Daily Stand-up
Open Door Policy
Team-Owned Deliverables
Team-Based Strategic Planning
Group Brainstorming Sessions
Open Office Floor Plan
Diversity
Highly-Diverse Management Team
Diversity, Inclusion, & Belonging are at the forefront of our hiring. We've been intentional in building a diverse team across our organization. That said, we're constantly finding ways to improve.
Unconscious Bias Training
Mean Gender Pay Gap Below 10%
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Employees receive 40 hours per year of paid sick leave.
Perks & Discounts
Casual Dress
Commuter Benefits
Free Daily Meals
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and Learns
Acme Co. hosts lunch and learn meetings on occasion.
Cross Functional Training Encouraged
Promote from Within
Online Course Subscriptions Available
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