Head of Account Management

South Jordan, Utah, United States Full-time

 

Want to be part of a tech company that is changing the world for the better? 

Most companies have a mission statement. Banjo has a mission—to save lives and reduce human suffering by ethically using A.I. to get everyone live, validated information, so they can make better decisions, faster. 

Banjo is the world’s first Live-Time Intelligence platform that gives decision-makers the ability to KNOW INFORMATION NOW, to understand what is happening live, anywhere. With Banjo you will know more, so you can do more. Imagine how our world will change when decision-makers know exactly what is happening, where it is happening, the moment it happens.

The Head of Account Management will be a highly process-driven and hands-on leader who is responsible for building and managing a team of account managers and driving the success of our customer relationships. This role will coordinate work between Account Management and Implementation Managers, deliver annual customer retention objectives, and ensure overall customer satisfaction. This individual will also develop and implement scalable and efficient strategies to enhance the customer lifecycle for our strategic customers and meeting individual and team customer retention goals.

Travel is required for this role and will often take place with limited notice and possibly for extended periods of time.

RESPONSIBILITIES

  • Provide daily hands-on management of the Account Management function and team
  • Able to perform any/all roles within Account Management
  • Lead a team of Account Managers, which includes onboarding new team members, fostering an environment of collaboration, and continually focusing on improvement and development
  • Define and implement a system for tracking metrics of Account Managers and provide business analytics to help drive initiatives critical to ongoing growth
  • Design and launch critical programs to improve customer experience and operational efficiency
  • Maintain a deep understanding of our product and speak with customers about the most relevant features and functionality for their specific requirements
  • Identify and implement best practices and strategies to drive platform adoption, usage, and value
  • Act as executive support for a select group of strategic, high profile customers on an ongoing basis, and liaise with external and internal program stakeholders as needed
  • Develop a framework to minimize customer churn
  • Understand our customers' job responsibilities, business, and industry to best support their business goals

EDUCATION/EXPERIENCE

  • Bachelor's degree or equivalent experience in business management or a related field of study
  • 10 years of senior management or director experience in customer success, account management, or related customer-facing position within a rapidly growing SaaS company or high growth technology company
  • Extensive experience interfacing with public sector officials at the federal, state, and local level (e.g., Government, Law Enforcement, Emergency Response, etc is preferred)
  • People management and development; demonstrated leadership through accountability, continuous learning, and improvement 
  • Strong analytical mindset and proven ability to turn data into action
  • Embody strong account management skills; comfortable and seasoned in managing external partners and providing exceptional customer support to critical accounts
  • Strong empathy for customers with the drive to impact revenue and growth
  • Flexible and agile in responding to evolving business priorities and dealing with ambiguity

PERSONAL ATTRIBUTES OF THE SUCCESSFUL CANDIDATE

  • Possesses an innate sense of urgency to deliver for the business while also effectively working collaboratively as part of a team
  • Owner mentality
  • Effective time management, organization and prioritizing skills
  • Ability to manage and prioritize multiple deliverables and to meet deadlines
  • High attention to detail, able to complete tasks quickly
  • Proven success delivering results individually and as part of a team in a fast-paced, demanding, high-growth environment
  • Continuous improvement mentality with an ability to evaluate processes, seek out and implement internal or external best practices
  • Creative problem solver with a demonstrated ability to ‘think outside the box’ when confronting challenges

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. The term "qualified individual with a disability" means an individual with a disability who, with or without reasonable accommodation, can perform the essential functions of the position.  While performing the duties of this job, the employee is required to travel with very little notice and for extended periods of time, communicate professionally in person, over the telephone, through email and other electronic means, move about the office, handle various types of media and equipment, and visually or otherwise identify, observe and assess. The employee is occasionally required to lift up to 10 pounds and is required to travel unless otherwise specified in the job description.

NOTICE

At Banjo, we value inclusion and embrace diversity. Banjo is an equal opportunity employer and makes employment decisions on the basis of merit. Banjo prohibits discrimination based on race, color, religion, sex, sexual identity, gender identity, marital status, veteran status, nationality, citizenship, age, disability, medical condition, pregnancy, or any other unlawful consideration. All your information will be kept confidential according to EEO guidelines.

The intent of this job description is to provide a representative and level of the types of duties and responsibilities that will be required of positions given this title and shall not be construed as a declaration of the total of the specific duties and responsibilities of any particular position. Employees may be directed to perform job-related tasks other than those specifically presented in this description. 

Candidates must pass a background check and drug test to be considered for this position.