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The UK&I Accounts team is looking for an Account Manager to be responsible for managing the customer experience and renewals within their assigned book of business. This role will be reporting to the Head of Accounts, UK&I.
Job Responsibility:
Work closely with the Accounts team to strengthen relationships, drive retention and upselling, ensure member satisfaction within the assigned book of business
Lead, execute and own the renewal process for accounts within the assigned book of business
Be an expert on portfolio-wide use cases, requirements, and success metrics, and how they map to the client’s key business objectives
Be present during onboarding of named account members and build the relationship to create the highest level of member satisfaction
Provide support to local Community Management teams by working with different departments to prioritise high-level items and escalated issues
Engage with members post-sale, creatively add value throughout the lifecycle, and ultimately increase retention while reducing churn
Increase member retention by conducting regular check-in calls, and perform quarterly meetings for health checks
Act as the voice for Account members at WeWork, providing feedback to improve the member journey
Team Player with self-awareness and desire to have a positive cultural impact at WeWork
Requirements:
4+ years in sales, account management or customer-facing capacity (e.g. AM, CSM, Relationship Manager)
Experience in high growth SaaS is highly desirable
Proven track record of hitting and overachieving retention targets
Project management and business operations experience required
Strategic and innovative problem solver and relationship manager
Highly flexible and adaptable to continuous change and growth
Problem solver who can independently translate high-level goals into actionable plans
Hard-working, self-motivated, dependable, organized and detail-oriented
Ability to break down problems into manageable components and think through optimal solutions
Strong generalist - highly competent with the ability to wear many hats
Strong stakeholder management with an ability to grow and maintain internal and external relationships with clients & cross functional teams