Manager, Account Management at Center (Minneapolis, MN or Remote)
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At Center, we’re building forward-looking technology to simplify how people work. Our transformative expense management solution is purposely built and offers three important advantages: it eliminates expense reporting for employees, radically reduces the amount of time needed to process expenses in the finance department, and offers real-time reporting and insights to drive cost-savings, analyze trends, and hit budget targets.
The Center team believes that great businesses are built by people who share common values. For us that means a passion for invention, a deep commitment to the customer, integrity, and operating with a sense of care and respect for one another. Working at Center you'll be joining a team that is intellectually curious, has a high degree of personal ownership and accountability, and values teamwork and collaboration.
Why Center?
Center is a hyper-growth SaaS company backed by the co-founder of Concur. We constantly strive to create an environment that allows our employees to thrive and do great work. We are a distributed workforce and have two amazing workspaces in Bellevue, WA and Minneapolis, MN.
As the Manager of Account Management, you will be responsible for leading a team of Account Managers whose primary goal is nurturing and growing relationships with existing clients for maximum customer success, growth, and adoption of Center’s products. As the Manager of Account Management, you will report directly to the Senior Director of Account Management and will identify and own strategic initiatives to drive proactive customer interactions while scaling the Account Management function. You will manage the day-to-day operations and escalations of your team and will work cross-functionally with partners in Sales, Deployment, Customer Support, Product, Engineering, and Marketing.
Responsibilities
- Proactively manage, coach, develop and motivate a team of high performing Account Managers; enable their success meeting with customers on a regular basis to proactively serve the client, monitor growth opportunities, mitigate risk, and instill program value
- Manage day to day client escalations with proper expectations and organizational plans for resolution.
- Leverage data analysis and problem-solving skills to identify solutions and drive resolution of critical issues for customers; utilize resources to lead strategy and communication efforts for resolution
- Identify and build strategic efforts to proactively grow customers, increase product adoption and value add, and mitigate churn risk
- Ensure customer needs are communicated and understood by executive and cross-functional teams
- Partner with Sales and Marketing to drive net new business opportunities
- Assist the growing Account Management function to establish new processes and systems for scalability
Qualifications
- A minimum of 3+ years of relevant management experience, preferably in SaaS organization
- 6+ years of customer success (or related) experience in a SaaS organization
- Demonstrated track record of successfully managing complex customer relationships in a SaaS environment
- Excellent communication skills, including with internal and external stakeholders and various personas
- Excellent data analysis and critical thinking skill
- Proven record of driving issues to resolution with great customer satisfaction
- Experience growing and building organizations through trust & empathy
- Ability to manage multiple stakeholders, projects, and deadlines simultaneously
- Strong interpersonal relationship building skills, particularly via phone and virtual meetings
- Willing to be a hands-on contributor and a proactive team player
- Ability to work well with people at all levels of the organization in a geo-dispersed and often virtual environment
Personal Attributes
- Passion for the customer
- Self-starter, with the ability and willingness to grow
- Mission driven and motivated to make a high impact
- Fast learner, with an open mind, and a team-oriented mentality
- An entrepreneurial spirit: flexible and willing to pitch in where needed
- Ready to have fun & keep perspective
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