Strategic Account Director

Job Description

The Strategic Account Director will work with our strategic customers as the primary account contact for the partners’ corporate contacts. They are responsible for high value activities such as managing daily requests from these customers, providing top tier customer service to ensure retention, and expanding the account by cross selling additional products and services. 

The Strategic Account Director will manage a book of business consisting of up to five strategic accounts. Their daily activities will include frequent customer communication, contract creation, salesforce documentation and acting as the liaison between their customers and cross functional teams at SmartRent (ie: Billing, Product, Installation, etc) 

This is a quota-carrying, hybrid account manager/sales role that requires responsiveness, problem solving, attention to detail and a commercial mentality.

Responsibilities

• Act as the client’s strategic partner. Hold quarterly business review calls with clients in your portfolio, ensuring they are effectively adopting SmartRent’s offerings. 
• Effectively communicate action items and assign ownership responsibilities after client calls, ensuring the necessary internal teams complete tasks and clients are up-to-date on our process and progress.
• Evaluate customer portfolios and recommend additional products and services to increase the revenue contribution of strategic customers while ensuring retention and customer satisfaction.
• Manage Proposal Process through Contract delivery for new communities and additional services ensuring accuracy and timely execution.
• Document all communications in our CRM (Salesforce) so that our client records and other internal stakeholders can stay up-to-date.
• Maintain a deep understanding of SmartRent’s sales processes and CRM functionalities, including managing leads, accounts, contacts, opportunities, and contracts.
• Interpret requests, analyze results and provide support that aligns with customer contracts.
• Use internal tools to understand requests and make key changes that will meet the needs of all the customers and colleagues.
• Act as a cross-functional team liaison by identifying and tasking issues which require involvement from other internal stakeholders (i.e. sales and operations).
• Coordinate with internal teams to ensure a timely and successful implementation of SmartRent’s products and services.

Required Qualifications

• Minimum 3-5 years of experience in an Account Management role or a similar position with enterprise client relationship management experience.
• Strong client relationship management skills with the ability to handle a sizable portfolio of enterprise accounts and the ability to lead calls with corporate leaders (C-suite executives, VPs, Directors, etc.).
• Experience in a role where success is measured on client retention/growth and being responsible for client retention; understanding of upselling/cross-selling strategies and the ability to influence client retention and revenue expansion opportunities.
• Experience documenting communications and other client information into a CRM software solution (preferably Salesforce)
• Team player with proven ability to work collaboratively with cross-functional teams
• Excellent written and verbal communication as well as presentation skills
• Enthusiasm and patience to handle client challenges
• Strong attention to detail and organization skills
• An excellent work ethic with a sense of urgency

Preferred Qualifications

• Previous experience working for a SaaS company or tech startup with enterprise solutions
• Property Management or Multifamily vendor experience