Director, Enterprise Account Management
- Upwork
- 5 - 10 years
- Remote
- 8 months ago
- Email to a friend
- Report this job
Job Description
We are seeking a Director of Account Management to lead our Enterprise Segment. These teams are responsible for delivering business results while helping customers maximize the value of Upwork s solutions. As a Director of Account Management, you will provide strategic leadership, coaching, and operational discipline to ensure your team operates at the highest level of performance. Your goal is to develop a high-performing team that is successful at strategic customer partnership and influencing customers contingent workforce strategies .
Your Responsibilities:
- Lead the entire Expand Segment consisting of several Account Management teams: hire, coach, motivate and empower teams and leaders to deliver business results and achieve customers goals
- Own segment-level growth targets, existing customer spend retention and contract renewals, including a rigorous operational bottoms-up Forecasting cadence
- Define strategic direction for the Enterprise Segment ensuring our teams continuously evolve to meet the needs of our customers, our product capabilities & Upwork priorities
- Take ownership of team performance, proactively identifying gaps and implementing corrective actions to drive growth and retention
- Leverage data to understand and drive our business, build new processes and best practices to improve customer experience, and team s effectiveness and efficiency
- Develop relationships with senior stakeholders at our customers, navigate complex situations, coach internal teams and make decisions leading to successful outcomes
- Maintain deep understanding of the talent/workforce management/staffing market trends
- Actively participate in full product feedback loop - provide thoughtful product feedback to R&D teams, and represent product roadmap and vision to the customer
- Work effectively with cross-functional partners like Customer Success, Professional Services (Classification, Managed Services Delivery, etc), Support, Marketing, and R&D
- Exercise sound judgment, customer-centricity, and bias for action in resolving issues through effective and collaborative problem-solving, appropriate escalations
What it takes to catch our eye:
- 1+ years of second-line leadership experience
- 5+ years of people leadership experience with quota-carrying Account Management, Sales and/or Account Executive teams
- Proven track record of meeting/exceeding quota and strong business acumen
- Strong leadership and coaching abilities, with experience developing high-performing teams that operate as trusted advisors to customers .
- Experience with Staffing/Contingent workforce, VMS/MSP, HR tech, Talent Acquisition industries a plus, as well as with SaaS and consumption-driven business models
- Exceptional communication and executive presence, with the ability to influence senior stakeholders and decision-makers .
- Excellent data-driven problem solver, thrives in ambiguous fast-paced environment, anticipates challenges, and handles unknown gracefully
- Strong sense of ownership, bias for action, and resilience - you are scrappy, will roll up your sleeves and can make things happen
- Equally comfortable discussing long-term strategy of the business, while also diving into the details of a challenging situation or personally fixing a broken process
Job Classification
Industry: InternetFunctional Area / Department: Strategic & Top ManagementRole Category: Top ManagementRole: MD / CEOEmployement Type: Full timeContact Details:
Company: Upwork Location(s): Remote+ View Contact
Keyskills: Managed services Staffing Talent acquisition Director Agile Account management Customer support MSP Forecasting Operations
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