Director Of Account Management

Job Posting

Black and White Zebra is an independent media tech company that owns and operates a growing portfolio of digital media brands and publishing technology. Our collaborative hub of creators and industry SMEs produces and promotes world-class content that serves as a catalyst for trusting, genuine, and loyal communities to form.

We’re looking to hire a highly skilled and results-driven Director of Account Management to lead our team of account managers. Our Account Management team is responsible for managing all expansion within our customer base and generating pipeline by prospecting into key accounts.

What you’ll be doing

As a Director of Account Management, you will be responsible for the day-to-day management and success of our Account Management and Support team as we look to establish a repeatable pipeline for continued growth and success. Ideally you’ll be someone that’s willing to be hands-on and lead the team by example. Taking the lead on key accounts and guiding the team on best practices related to pipeline creation, customer conversion and customer retention.

Your day to day will involve the leadership and support of a team of account managers to find opportunities for growth within our existing customer base while improving and iterating on our customer onboarding experience. By taking a data driven approach, you will be responsible for identifying key accounts or opportunities with the highest revenue impact potential and coaching your team through various sales and account management tactics to achieve growth targets. A key area of focus for our expansion strategy is positively impacting our upsell and cross product penetration rate. You will be expected to create a scalable upsell and account management cadence for all existing customer accounts in order to achieve sustained growth and a seamless, best-in-class customer experience. This will involve coordinating with our technology teams, revenue operations, business development, and growth marketing teams.

This role reports directly to the COO and works closely with our Director of Partnerships & Business Development.

Must haves

• Excellent communication skills over email, chat, phone and video calls - you are someone who has strong business acumen, actively listens, and has the ability to confidently have conversations with executives and key stakeholders in the sales process
• Have 5+ years of experience managing customer accounts in a B2B environment
• Experience working within a CRM environment and coordinating with revenue operations teams to optimize processes and workflows
• Proven success, leading high performing sales or customer success teams responsible for all things account management i.e. customer retention, satisfaction, and upsells.
• Experience implementing and refining sales methodologies to adapt to the environment we work in
• An analytical thinker who knows how to turn metrics into decisions and present data in a meaningful and impactful way
• Experience with performance marketing & email marketing campaigns, and a broad understanding of digital marketing channels
• Experience creating and implementing scalable account management cadences and customer success processes
• Be the voice and champion of the customer to the product team and other cross functional organizations
• A solid understanding of business management and operations, including finance/revenue/pipeline principles
• 3+ years experience leading a team in the account management, customer success or inside sales space

Success will look like:

• Prioritize account management and inside sales efforts with a focus on maximizing inventory utilization
• Successfully introduce motions to maximize customer satisfaction, retention, renewals, forecasting accuracy, and cross-functional collaboration
• Positively impact revenue with sustained growth from our existing customer base providing superior account management and customer success
• Drive operational excellence in the day-to-day management of the business including (but not limited to) forecasting, analytics, pipeline development, training, certifications, hiring, performance management, collaboration, teamwork, and best practice sharing
• Achieve optimal utilization of customers advertising budget with scalable account management and pacing strategies