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Senior Director, Account Management

  • October 29, 2020 1:20 PM
    Message # 9333936

    The Opportunity 

    Snagajob is currently searching for a Senior Director of Account Management. As the Senior Director, you will play a critical role in defining the strategy, building the team, and driving execution for the growth and retention of our customers. As a dynamic leader, you will help build, manage, and evolve the organization to meet our high revenue growth and customer sat goals for employers looking to discover, hire, and manage hourly workers on Snagajob. 

    This is a critical role at an exciting time for Snagajob - we are introducing a variety of new solutions to our customers, we are in high-growth mode, and we are looking for a leader to help us scale. We are seeking a change agent who can help us build a world-class account management team, with an ability to support and grow multiple solutions, including our leading Hourly Jobs marketplace, Candidate Match, Virtual Hiring events, and our new Shifts flexible work platform. The focus is not just on revenue retention, but on activating growth through upsell, optimization, and attach.

    In this highly entrepreneurial role, you will help determine the best strategy to partner with customers large and small; define the right roles and responsibilities of your team; create new playbooks to grow client investment, optimize, and attach new solutions; and retain and drive world class customer satisfaction. You will be an incredible mentor and leader, helping to develop and grow a great team. You will report directly into the Chief Revenue Officer, and partner closely with other GTM leaders in Sales, Sales Operations, Product, and Marketing, with high engagement from the Executive team.

    This role may be based remotely or in our Arlington or Richmond, VA or Charleston, SC office. 


    What You’ll Get to Do 

    • Be a change agent - define, build, and lead an Account Management organization into the future
      • Determine the best organizational structure to meet our growth goals 
      • Define the AM and specialist roles - what do we need our AMs to do; how should they spend their time; what should they do less of; what skill sets do we need to develop, coach, hire for?
      • Optimize our coverage model - segment our customers and ensure we’re putting the right people and resources against the right customers to maximize  productivity and revenue growth simultaneously 
      • Hire, coach, and develop a world class team to meet our goals
    • Identify growth opportunities and lead your team to success
      • Qualify customers - leverage data insights to identify and prioritize upsell/expansion/attach opportunities for growth and investment among customers 
      • Build the playbook - define the daily/weekly/monthly/quarterly motion for Account Managers to proactively engage to drive growth; scale it across the business and ensure consistent application 
      • Partner with Sales Ops to define and build the right systems motion via Salesforce and other tools - monitor and measure with an eye towards constant improvement  
      • Build a healthy and long-term pipeline 
      • Communicate accurate forecasts to the business 
      • Partner with B2B Marketing to help develop and optimize effective marketing campaigns 
    • Retain our existing customer relationships, and grow our NPS scores to world-class levels
      • Determine the playbook to renew customers on contracts (e.g. annual Software agreements), including when and how to engage 
      • Reduce churn amongst those using transactional solutions (e.g. monthly Jobs Marketplace customers) - determine best ways to demonstrate and communicate value received  
      • Measure, analyze, and build action plan from customer satisfaction surveys on a regular basis, with the goal of consistent and high NPS scores 
    • Partner internally as “the voice of the customer”
      • Help collect, prioritize, and synthesize customer feedback and circulate it internally to key stakeholders, including Product leadership, GMs, and the Executive Team  
      • Work cross-functionally to help develop product roadmap and features, account management and activation needs, customer success 
    • Partner externally as “the voice of Snagajob”
      • Develop relationships with key customer decision makers/buyers via sales tools, creativity, and hustle 
      • Serve as an escalation point for our customers as needed, and be able to confidently represent Snagajob externally 

    What We’ll Expect 

    • Experience in technology account management leadership roles, leading organizations that support revenue growth (not just renewals or csat) through upsell and investment optimization; and attach of additional solutions to meet the varied needs of customers 
    • Experience in marketplace, ecommerce, media businesses preferred
    • Natural ability to develop relationships across levels in an organization; from senior executives to individual contributors
    • Excellent communicator with an ability to influence and inspire others 
    • Excels working on highly-collaborative teams (we like to have fun together!) 
    • Ability to thrive in a fast-moving environment, and desire to actively “test and iterate” approaches to get better, faster!
    • Embrace data-based decision-making - don’t rely on gut instinct, but have a firm grasp on the data to understand what’s happening in your team and with customers - and then act accordingly 
    • Be a great coach - have the ability to review and assess strengths and development areas in your team, and provide timely and constructive feedback to help improve their capabilities 
    • The ability to live by Snagajob’s core values - solidarity, candor, unconvention, fire - by being an ally, speaking hard truths, questioning the status quo, and always doing whatever it takes to meet our mission of putting people in the right fit positions so they can maximize their potential and live more fulfilling lives

    At Snagajob, we celebrate our differences in an inclusive workplace designed to support the things that make us individuals. Snagajob is proud to be an equal opportunity employer and we strongly encourage candidates from all different backgrounds and identities to apply. Each new hire gives us the opportunity to bring in a fresh new perspective to further diversify our company for the benefit of our employees, products and our community.


    Why Snagajob

    Snagajob offers a highly competitive compensation and benefits package including medical, dental, vision, life insurance, a 401k plan, health and fitness incentives, PTO, paid community service time, and a casual fun work environment with an award winning culture. What Snaggers love most is our commitment to work-life blend and the amazing leaders who are dedicated to helping their teams grow personally and professionally. Snagajob promotes a culture of community and support, so once a Snagger, always a Snagger. We pride ourselves on keeping it real and not being afraid to challenge the status quo.


    About Snagajob

    Snagajob, the country’s largest and fastest-growing platform for hourly work, connects more than 47 million active job seekers with employment opportunities at 450,000 employer locations in the US and Canada. Snagajob’s mission is to put people in the right fit positions so they can maximize their potential and live more fulfilling lives. Through Snagajob, workers gain the flexibility of working when and where they choose while employers are assured every shift stays filled. For more information, visit www.Snagajob.com or connect with us on LinkedIn, Instagram, Facebook and Twitter.

    To apply: https://grnh.se/ac2f59291us

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