ACCOUNT MANAGEMENT LEAD

Account Management Lead - Associate Account Managers will be responsible for optimizing client outcomes and ensuring a world-class customer experience. Associate Account Managers will respond to inbound account requests from the Sales Team and ultimately assume ownership of a book of business (approx 50-150 accounts) as they develop in the role. Associate Account Managers can either report to the Director of Account Management, or a Manager of Account management. The primary functions of the Associate Customer Success Manager will include (but are not limited to):1. Owning the optimization of all BOB client outcomes across their WeWork portfolios. - Understand portfolio-wide use cases, requirements, and success metrics, and how they map to the client?s key business objectives. - Analyze various data sources (utilization, tickets, member experience surveys, etc) to concisely tell the story of how their current spaces are performing. - Track space performance against the client?s success metrics and provide recommendations to optimize. - Project manage these recommendations until complete and measure and report on successful outcomes. 2. Supporting the account owner to serve as the global POC for all account-related stakeholders regarding any issues/questions/reporting related to their current portfolio. - Establish and maintain a proactive communication cadence with key internal stakeholders for account check-ins, providing relevant updates/status reports when needed. - Build trust, rapport, and credibility with all account stakeholders. - Escalateaccount-level issues (billing, digital, etc) to the appropriate internal teams and ensure timely resolution. - Escalate location-level issues (product, community, operations, etc) to the appropriate internal teams and partner with the Community team to ensure timely resolution. - Manage a high volume of administrative tasks to ensure the client is set up for success with regards to Billing, Operations, Community, and other cross functional relationships. 3. Owning the account-level satisfaction metric of all BOB accounts, and providing oversight and optimization for location-level satisfaction metrics. - Assume ?closing the loop? responsibility for all account stakeholder feedback. Provide oversight and diligence for any location-level member feedback (for which Community owns ?closing the loop?), escalating when necessary. - Create and project manage account remediation plans for any at-risk/low satisfaction accounts. Collaborating as a key member of the WeWork account team for all BOB accounts. - Advocate for the client needs/issues when necessary, always representing the POVs of your clients internally and presenting a client-first mentality. - Partner with the account team to maximize the account?s retention and growth at WeWork. - Log all tasks/activities related to accounts and ensure account-related data is kept up-to-date. Experience - 3 years of client-facing experience in a B2B environment - 2 year of customer success/account management experience - 1 year working with medium/large companies - Demonstrated ability to build strong client relationships across accounts and multiple stakeholders, including executive-level leaders - Space as a Service and/or Real Estate knowledge/experience a plus