Senior Manager Enterprise Accounts

Job Purpose

We are seeking a strategic and client-focused enterprise accounts leader to oversee the full lifecycle of enterprise client relationships following initial acquisition. Reporting to the Director of Enterprise Accounts, this role serves as the primary owner of enterprise client relationships after the sales transition period, ensuring clients receive consistent, high-value experience while identifying opportunities for growth, operational improvements, and long-term partnership development.

The position leads the Enterprise Account Management team and works cross-functionally across the organization to deliver exceptional client outcomes.

Duties and Responsibilities

Enterprise Client Leadership

• Implement and help drive the organization's client success and enterprise account management strategy.
• Own enterprise client account health following the sales handoff process, while developing and maintaining long-term relationships with key stakeholders. 
• Serve as the escalation point for strategic, complex, or high-impact client matters.

Account Growth and Expansion

• Identify opportunities for expansion and portfolio growth and partner with Sales to execute expansion opportunities and strategic account planning, when necessary.
• Own renewal strategy and client retention initiatives across enterprise account portfolio.
• Support and execute proposal development, pricing, and solution design for existing client opportunities.

Client Success and Experience Management

• Monitor account management best practices, service standards, communication guidelines, and escalation procedures to maintain client journey standards.
• Facilitate and monitor client health indicators, retention risks, and service performance metrics to support proactive account management.
• Implement and oversee Quarterly Business Review (QBR) standards, client reporting initiatives, and account planning processes.
• In coordination with Director of Enterprise Accounts, drive proactive outreach programs focused on relationship building, retention, and engagement. 

Onboarding, Renewals, and Contract Management

• Own and coordinate onboarding standards, workflows, and operational documentation.
• Oversee execution of enterprise onboarding, offboarding, service changes, addendums, renewal process, and account transitions.
• Maintain consistency in client communication, documentation, contract administration, and account records.

Team Leadership and Development

• Lead, mentor, and develop Enterprise Account Managers.
• Deliver training programs related to onboarding, HubSpot, SharePoint documentation, account management workflows, and client communication protocols.

Operational Excellence and Process Improvement

• Design, govern and continuously improve scalable account management through systems, CRM standards, processes, documentation and workflows.
• Partner with Operations, Billing, and Technology teams to improve efficiency and reduce administrative friction.
• Identify process improvement opportunities and lead implementation of standardized solutions. 

Reporting and Business Intelligence

• Maintain and track retention, renewal forecasting, and expansion pipelines.
• Consolidate account-level insights into executive reporting on client performance, risks, opportunities, and operational trends.
• Partner with Finance and Billing to support client financial communications and account reviews. 

Core Competencies

• Client Success Strategy
• Strategic Account Planning
• Executive-Level Communication
• Process Development & SOP Creation
• Cross-Functional Leadership
• Team Development & Coaching
• CRM & Account Systems Management
• Problem Solving & Escalation Management

Education and Experience:  

• Bachelor's degree required.
• Minimum 5 + years’ experience in account management, client success, hospitality, customer experience, or related client-facing roles
• Account management software and CRM software experience preferred

Working Environment and Physical Requirements

• This is a full-time, exempt position.
• Core business hours are generally 8:00 a.m. to 4:00 p.m. or 9:00 a.m. to 5:00 p.m., Monday through Friday. Additional hours, including occasional early mornings, evenings, or weekends, may be required based on business needs, client events, deadlines, and projects.
• The position is based at CarrAmerica's corporate office located at 1455 Pennsylvania Avenue NW, Suite 800, Washington, DC 20004.
• Candidates residing outside of the Washington, DC metropolitan area may be eligible for a remote work arrangement.
• Team members based in the Washington, DC area will participate in CarrAmerica's flexible work policy, which generally includes four days in the office and one remote workday per week. This policy may be modified based on business needs.
• Travel of up to 25% may be required.

Compensation and Benefits

• Base Salary Range: $75,000 - $85,000 annually
• Variable Compensation: Profit-sharing plan and incentive opportunities based on performance.
• Comprehensive benefits package including:
  • Medical, dental, and vision insurance
  • 401(k) plan with company match
  • Paid time off and company holidays
  • Professional development and training opportunities
  • Additional company-sponsored benefits and wellness programs

Preferred Success Profile

The ideal candidate is a consultative and relationship-driven sales professional with a proven ability to develop new business, expand enterprise accounts, and build strategic partnerships. They thrive in a growth-oriented environment, are comfortable engaging executive-level decision-makers, and have a strong track record of achieving revenue goals while delivering an exceptional client experience.