Account Manager

Job Description

About the Role

The Account Manager (AM) will work with new and existing members to ensure they are extremely happy and successful at WeWork. They will on-board these members onto our platform, add-value in the early stages and future, and build the relationship to create the highest level of member satisfaction. You will communicate with your accounts to proactively drive engagement with our community and services, as well as act as the voice for our members internally at WeWork. As such, cross-departmental communication is key to deliver a perfect product when move-in day rolls around. A successful AM will:

• Truly understand the value of fostering member relationships
• Engage with members post-sale, creatively add value throughout lifecycle, and ultimately increase retention while reducing churn

Duties & Responsibilities

Pre Move-In & On-Boarding

• Review and understand the Membership Agreement as it applies to each member that you represent
• Work closely with Construction, Logistics and Community Sales to ensure product is delivered per the deal requirements on move-in day
• Create unique strategy for move-in day, Community team on-site, and service offerings
• Function as the main point of contact for members you represent, and be available to members on call/email

Post Move-In

• Drive post-sales activity for members at WeWork by strong relationship building, product knowledge, and game-plan to upsell for member expansion
• Provide support to local Community Management teams by working with different departments to prioritize high level items and escalated issues
• Increase member retention by conducting regular check-in calls, and perform quarterly meetings for health checks
• Partner with Sales and Business Development to develop strategies for increasing the average member lifecycle
• Work closely with Digital Product teams to identify opportunities for improvement and bugs
• Use the CRM to monitor issues and identify churn risk; work proactively to limit that risk
• Use Salesforce to track data, issues, and develop strategies based on forecast and pipelining
• Work within Member Account budget to support your members and local Community teams as needed
• Act as the voice for members at WeWork, providing feedback to improve the experience

Soft competences:

• Strong generalist -- highly competent with the ability to wear many hats
• Excellent communicator, verbal and written
• Organized and detail-oriented
• Ability to solve problems with innovative thinking
• Demonstrate integrity, dependability, responsibility, accountability, self-awareness, work ethic, and empathy

Experience & Requirements

• 3 years minimum in account management experience
• Customer service experience required
• Track record of consistently meeting or exceeding sales targets
• Project management and business operations experience required
• Fluency in both English and the local language