NavigatorCRE is looking for a Senior Director, Account Management to support our continued growth.  NavigatorCRE is a business intelligence and analytics platform purpose-built for the commercial real estate industry. Our platform gives industry stakeholders a single pane of glass solution that warehouses and visualizes organizational data that drive expedited decisions and surface risk around a company’s portfolio and asset holdings. Founded in 2015, NavigatorCRE is headquartered in Seattle, WA with over 50 team members across North America and Europe.


This Senior Director will report directly into the Senior Vice President, Head of Growth, and work cross-functionally with our account management, customer success, sales, marketing, and data/BI teams. This is a fantastic opportunity to work with industry leaders on a variety of technical projects with an emphasis on software craftsmanship and continued learning.
 
Position Summary:
As the Senior Director of our Account Management team, you are a process-oriented individual who will be responsible for leading all post-sales client engagement activities. As a leader within the Growth organization, success for this role is defined as building and training a team with a focus on process and structure to ensure the highest level of customer satisfaction. Your goals include fostering a smooth post-sales customer journey, minimizing churn, maximizing customer utilization, providing product feedback to our engineering teams, and procuring customer expansion opportunities alongside our sales team.
 
Key responsibilities:
  • Leader: Lead and manage the account management team. Work with senior leadership to identify core KPI’s and benchmarks that the account management team will be responsible for achieving. Design and build a scalable account management program to ensure day-to-day activities align with core KPI’s and company revenue and retention goals.
  • Relationship Building: Build trusted advisor relationships with executive sponsors and all key stakeholders with your clients so they can use our platform to achieve desired business outcomes. 
  • Detailed Product/Service Knowledge: Be an expert on all our offerings so they can be leveraged to help clients achieve desired outcomes. Act as a thought leader within the larger Growth team and company to share industry learnings and demonstrate best practices.
  • Client Outcomes: Identify strategies and initiatives at the account level to help clients drive engagement and achieve desired business outcomes. Be a change leader with your clients and be comfortable challenging clients on change where appropriate. Help communicate the value of these initiatives and drive customer satisfaction and referrals.
  • Client Engagement: Responsible for establishing regular touchpoints with clients for account usage and consulting topics. Partner with Sales to drive client reviews to demonstrate ROI and drive additional usage and upsells for revenue retention
  • Risk Mitigation: Proactively identify situations where clients are at risk of not achieving their business outcomes and proactively identify solutions to address these (working closely with internal stakeholders - sales, exec leadership & support). 
  • Internal Advocacy: Be an internal advocate for customer needs, requirements, and feature requests across customer success, product, and sales.
  • Cross-Functional Activities: As the leader of our Account Management team, you will work closely with members from the Growth and Platform Operation teams to build and support structure and process across the customer’s journey.
Required Education and Experience:
·        Bachelor's Degree in Engineering, Information Technology, Business, or related field
·        5+ years relevant work experience in account management and/or client support within a B2B Enterprise SaaS company, preferably within the Commercial Real Estate industry.
·        2+ years leading, growing, and managing Account Management teams within a B2B Enterprise SaaS company, preferably within the Commercial Real Estate industry.
·        Strong presentation skills with a high degree of comfort with both large and small audiences and various levels of management
·        Previous experience in managing, consulting, and negotiating with clients and helping them to be successful
·        Strong understanding of client SaaS customer success models
·        Proven ability to plan and coordinate people and operations
·        Experience in mentoring and leading peers
·        Expert at prioritizing competing demands with strong decision-making and problem-solving skills
·        Previous experience and comfort in leading financial discussions with our clients around expansions and renewals.
  • Service oriented with the ability to structure client problems into desired solutions
  • Outstanding communication (both verbal and written), leadership and people skills
  • Attention to detail
  • Able to multi-task and manage multiple projects with conflicting priorities
  • A passion for Proptech!
 
Some of our great benefits:
·        Stock options
·        Company sponsored 401k plan
·        Hybrid work schedule. Option to work remote or go into the office a couple days a week.
·        Medical, Dental, and Vision Insurance
·        Paid Time Off: Vacation, Sick Leave, Rest Days, Holidays, Parental leave
·        Employee Assistance Program