Position Goals & Objectives:
The Account Manager, will work with new and existing members to ensure they achieve success in their partnership with WeWork, while having a best-in-class experience. These individuals will become a main point of contact for WeWork customers to lead them through their full customer lifecycle, including the project delivery, onboarding, move-in, orientation, and growth phases of their time with WeWork. AMs will use proactive communication, relationship building, and value-adding initiative to drive increased engagement, satisfaction, and ultimately retention and growth among WeWork’s biggest accounts. They will also function as internal advocates for these businesses, providing ongoing feedback to WeWork’s internal teams, helping to drive iterative learnings and improvements across the company. As such, cross-departmental communication and teamwork is key to deliver a world-class product and experience.
Have oversight of a company’s profile, current and future objectives
Truly understand the value of fostering member relationships
Engage with members post-sale, creatively add value throughout lifecycle, and ultimately increase retention, reduce churn and drive sales
Responsibilities:
Pre Move-In & On-Boarding
Review and understand the Membership Agreement as it applies to each member that you represent
Work closely with Product, Community, Sales, and Operations to ensure product is delivered per deal requirements
Create a custom strategy for move-in, orientation, and day 2 product improvements
Function as the main point of contact for members, always on-call to members should an issue or question arise
Post Move-In
Drive post-sales activity for members at WeWork by strong relationship building, product knowledge, and proactive strategizing to upsell for member expansion
Provide support to local Community Management teams by working with different departments to prioritize critical items and escalated issues, managing these through to successful resolution
Increase member retention and growth by conducting regular check-in calls and performing quarterly meetings for health checks, pipeline sharing, and growth conversations
Work closely with Product to identify opportunities for improvements
Use Salesforce to track data, and issues. Develop strategies and deliver sales based on findings and trends
Qualifications:
Strong generalist -- highly competent with the ability to wear many hats
Skilled relationship manager
Strong sales executor
Highly flexible and adaptable to continuous change and growth
Excellent communicator, verbal and written
Highly organized and detail-oriented
Ability to solve problems with innovative thinking
Excellent interpersonal skills
Customer service experience required
Project management and business operations experience required
Demonstrate integrity, humility, dependability, responsibility, accountability, self- awareness, work ethic, and empathy
Ability to work cross-departmentally to achieve fast results
3 years of customer success and/or sales experience
Business level English
About You:
Team player, with a “no job too big, no job too small” mentality
Great communicator; professional, tactful, and confident leading internal and external conversations
Strong relationship builder with high-level executives
Detail-oriented project manager
CEO of their book of business, playing the part of advocate within WeWork for the companies they work with, while functioning as an extension of their internal team
Problem solver for every situation that may arise
Creative thinker, always looking for new ways to add value to the customer and further strengthen their partnership with WeWork
Mission-driven individual, motivated by personal and professional growth
Driven to improve current processes and/or create and implement processes from inception
