Account management lead

Freshy, a leading NY & DC based WordPress web design and development agency, is looking to hire for a remote full-time Account Management Lead role.

Roles and responsibilities

Freshy is seeking a candidate who will take initiative and approach our client relationships with a confident and positive attitude in a fast-paced environment. The candidate must have deep experience in account management, sales, leadership, and communication, and be highly motivated to do exceptional work.

Primary position responsibilities

• Lead, manage and hold the account management team accountable for their responsibilities and work

• Design, lead and implement an ongoing account management program for all existing accounts and newly acquired accounts

• Execute high-level account management directly with existing accounts

• Ongoing client communications via call, video call, email, etc.

• Scoping, pricing, writing, and managing proposals

• Maintain a consistent standard of excellence by ensuring all client accounts are managed to high-quality standards, are error-free, and the account management team is contributing to an overall positive customer experience

• Sustain, nurture and grow positive client relationships and overall customer experience with an extremely high level of care, service and professionalism. Including but not limited to email, video meetings, and phone calls

• Assist account management team members with creative problem-solving, and encourage team growth

• Report on key metrics such as, but not limited to: meetings booked, proposals sent, conversion rate, lifetime value, churn rate, MRR growth, expansion MRR, ongoing AM metric forecasting, etc.

Additional responsibilities and expectations

• Lead, own and manage ongoing process improvements within the account management department, focusing on customer experience and added revenue opportunities

• Lead account management team and set proper expectations with clients as needed

• Supervise client problems or issues as related to their account and customer experience

• Oversee, train and onboard new account management team members

• Provide feedback to the account management team regarding any/all areas of improvement by staying current on best customer experience and account management practices

Requirements

• 5+ years account management or sales experience

• Team management experience

• Excellent leadership skills

• Excellent communication, motivational, and interpersonal skills

• Excellent organizational skills & detail-oriented

• Ready to work in a fast-paced environment

• Customer service/support experience a plus

• Understanding of and experience with WordPress, web design/dev, DNS, light HTML & CSS preferred

Job type

• Full-time position

Benefits

• 401(k)

• Flexible schedule

• Paid time off

• Hardware stipend

Salary

• Based on experience, skills, and location of candidate.

Location

• This is a remote work position with working hours based on Eastern Time Zone (ET)