Director of Account Management

Seven Bridges - Boston, MA3.3

As a Director of Account Management, you will manage the team responsible for client health and adoption of the Seven Bridges solution. You will be the key owner of the Account Management team performance, metrics, and day-to-day operations.

Your team will cultivate relationships with the Seven Bridges commercial client base, ensuring that they achieve maximum value from the Seven Bridges SW and Services solution encouraging them to expand their usage of the Platform and services. You will be responsible for working directly with client account executives, customer support, product management and business sponsors throughout the customer lifecycle, ensuring that there is alignment in a shared customer journey that aligns with adoption, expansion of software and services usage, and renewal.

This is a highly strategic role within the company, with many touchpoints in the field (both pre- and post-sale) as well as internal facing responsibilities with product management and marketing.

Key Responsibilities:
Operational/Account Management:
Recruit, Manage and motivate a high performing Account Management team
Manage specific named accounts and own an individual quota as a player-coach (for 2019)
Architect, implement and operate a highly efficient renewal engine
Own the optimization of contracts and other documents supporting renewals
Develop and Track Customer NPS and drive solutions to improve NPS
Manage “code-red” accounts through a systematic, repeatable recovery strategy and deliver them to a referenceable state
Develop an integrated, complementary account management strategy focused on client satisfaction and white-space exploration
Contribute to the innovation of the SW & services portfolio, including the development of insights and advisory services delivered by the Account Management team
Produce a target number of reference accounts per fiscal year via account oversight and relationship management
Coordinate best practices content (such as blog posts, cookbooks, and thought leadership articles) which can be shared via social or integrated into automated marketing engine
Develop tools and assets that support value confirmation motions and the execution of business reviews (monthly or quarterly)
Contribute to the development of integrated sales-service playbooks and customer buying journeys
Establish trusted advisor relationships with client coaches and executive sponsors, ensuring that activities are closely aligned with the customer’s business strategy
Demonstrate the business value of the product suite, acting as a product evangelist and exhibiting industry domain knowledge

Sales Management:
Supporting up- and cross-sell activities with direct sales by cultivating leads within the client base
Driving revenue retention via customer renewals
Generate incremental bookings within existing accounts

Bachelor’s Degree in Business, Computer Science, Life Sciences, Information Systems or related major, or comparable education and work experience
5+ years of direct management experience of account management/customer success Teams
Proven Successful Experience as a B2B quota carrying sales professional in software or technology

Knowledge, Skills and Abilities:
Passion for customer experience and an understanding of the shifting landscape of their expectations
Experience with contract negotiations, redlines, and sale close planning
Experience working with a CRM platform; comfort using the CRM as a personal productivity management tool (i.e. activity logging)
Experience with workforce management software applications or other similar solutions
Ability to cultivate positive working relationships with clients and co- workers
Excellent communication skills, including writing, proof-reading skills and speaking
Ability to effectively communicate technical information in non- technical terms
Ability to manage multiple projects and work assignments concurrently
Strong interpersonal skills, including, but not limited to demonstrating patience, flexibility, consideration, diplomacy, tact, confidence – overall effectiveness in dealing with adult learners
Ability to prioritize, schedule and organize work – perform under tight deadlines with on-going changes in priorities
Ability to accomplish job requirements with limited supervision
Comfort level with data science and statistical thinking
Up to 25% travel is possible, but less is generally anticipated
If you would like to work with us to build the next generation of tools to enable research and discovery, please submit your resume.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin.

Thank you for your interest in Seven Bridges, however, due to the high volume of submittals we will only contact those candidates whose skills and qualifications most closely suit our needs.