Director, Account Management

New York · Full-time

About The Position

About Venn

At Venn, we’re building a platform dedicated to driving real-world connections between people and their neighborhoods. Venn combines an easy-to-use app and inviting physical spaces with on-the-ground neighborhood managers and inclusive events. Together, we foster a greater sense of belonging for everyone in the community, strengthen the local economy, and increase value for property owners. Founded in 2017, Venn operates in Brooklyn, Chicago, Kansas City, LA, and Tel Aviv. We are expanding aggressively around the world and need creative and compassionate talent to join us on our journey.

About the Job

Venn is seeking an experienced Director of Account Management to join our team. This newly-created role will design Venn’s strategy for managing the interface between our company and our customers. The Director of Account Management will have ownership and responsibility for the entire Account Management function. In partnership with the Community Management organization at Venn, Account Management will be responsible for driving customer outcomes and understanding of our value, proactively keeping our customers operationally healthy, and being responsible for the ongoing success of all accounts. By leveraging Venn’s value, Account Management will drive successful expansion within our current customer footprint and service utilization. This function will play a crucial role in maintaining operational and administrative excellence across all Venn customers, enabling Sales teams to sell more effectively. This position reports directly to our CEO.

Responsibilities

  • Build an account management strategy to enable Venn to interface with customers (landlords/property managers)
  • Establish best practices to drive meaningful conversations around value positioning, QBRs, and opportunity areas with customers
  • Develop and maintain strong relationships with all internal departments that Account Management interfaces with; Product, Sales, Community Management, Operations, Finance, Legal
  • Establish and maintain team goals
  • Systematically identify early signals for at-risk accounts and develop strategies to retain them
  • Continually work to streamline and scale processes
  • With future organizational growth, there is the potential opportunity to:
  • Directly lead a team of Account Managers who are responsible for operational and administrative excellence across all clients, communication of product value, and expansion of the current customer base
  • Talent management/development of Account Management team, helping to facilitate career growth and team retention

Requirements


  • 5+ years of experience in Sales/Account Management/Customer Success, with 3+ years in a leadership role
  • 3+ years experience in B2B organizations, including experience in real estate and/or property technology
  • Ability to influence the organization to build discipline and apply account management best practices 
  • Diplomacy skills to work effectively across departments
  • Significant experience in building customer relationships and handling escalations
  • Talent for synthesizing complex ideas and communicating them in a way others can easily understand
  • Proven track record of successfully managing a team
  • Excellent verbal and written communication skills
  • Strong analytical and problem-solving skills

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