At Center, we’re building forward-looking technology to simplify how people work. Our transformative expense management solution is purposely built and offers three important advantages: it eliminates expense reporting for employees, radically reduces the amount of time needed to process expenses in the finance department, and offers real-time reporting and insights to drive cost-savings, analyze trends, and hit budget targets.
The Center team believes that great businesses are built by people who share common values. For us that means a passion for invention, a deep commitment to the customer, integrity, and operating with a sense of care and respect for one another. Working at Center you'll be joining a team that is intellectually curious, has a high degree of personal ownership and accountability, and values teamwork and collaboration.
Why Center?
Center is a hyper-growth SaaS company backed by the co-founder of Concur. We constantly strive to create an environment that allows our employees to thrive and do great work. We are a distributed workforce and have two amazing workspaces in Bellevue, WA and Minneapolis, MN.
As the Manager of Account Management, you will be responsible for leading a team of Account Managers whose primary goal is nurturing and growing relationships with existing clients for maximum customer success, growth, and adoption of Center’s products. Reporting directly to the Senior Director of Account Management, you will identify and own strategic initiatives to drive proactive customer interactions while scaling the Account Management function. This includes leveraging data insights to make informed decision-making and scaling Account Management processes and developing creative solutions to optimize the team’s performance. You will manage day-to-day operations and escalations, while working cross-functionally with Sales, Deployment, Customer Support, Product, Engineering, and Marketing to deliver exceptional customer outcomes and drive growth.
You Will Have the Opportunity To:
- Proactively manage, coach, develop, and motivate a team of high-performing Account Managers; ensure their success in meeting with customers regularly to proactively serve client needs, identify growth opportunities, mitigate risk, and reinforce product value.
- Leverage data analysis to monitor key performance metrics such as churn, customer satisfaction, and account health, using tools like Tableau and Salesforce to generate insightful reports that drive informed decision-making.
- Manage day-to-day client escalations with proper expectations and organizational plans for resolution, utilizing data and problem-solving skills to identify solutions and lead communication efforts for critical issue resolution.
- Identify gaps in performance within the account management team by analyzing customer engagement patterns, creating actionable strategies to address those gaps, and working closely with Account Managers to implement and manage initiatives through to successful completion.
- Develop and implement strategic initiatives to proactively grow customer relationships, increase product adoption, and mitigate churn risk, while utilizing data to forecast customer behaviors and drive loyalty.
- Collaborate cross-functionally to ensure customer needs are communicated and understood by executive and cross-functional teams, and work with Product teams to advocate for customer-centric product enhancements.
- Partner with Sales and Marketing to drive net new business opportunities, while also developing and implementing processes to scale the Account Management function for future growth.
- Assist in establishing new processes and systems to support the growing Account Management function and drive scalability across the business.
What You Will Bring to the Role:
- A minimum of 3+ years of relevant management experience, preferably in a SaaS organization.
- 6+ years of customer success (or related) experience in a SaaS organization, with a demonstrated track record of successfully managing complex customer relationships.
- Proven ability to leverage data analysis to drive insights, decision-making, and strategy formulation, particularly around customer behavior, product adoption, and risk mitigation.
- Strong experience using Tableau, Salesforce, Excel, PowerPoint, or similar platforms to generate reports, identify trends, and interpret data.
- A creative problem-solver who can read between the lines to uncover hidden data insights and craft solutions for complex challenges.
- A proven record of driving issues to resolution with a focus on achieving high customer satisfaction.
- Experience growing and scaling teams in a high-growth, data-driven environment.
- Ability to manage multiple stakeholders, projects, and deadlines simultaneously in a fast-paced environment.
- Excellent communication and interpersonal skills, with the ability to engage and build relationships with internal and external stakeholders across various personas, both in-person and virtually, while working effectively as a hands-on, proactive team player.
Personal Attributes:
- Passion for the customer and a dedication to driving customer success.
- A self-starter with the ability and willingness to grow.
- Mission-driven and motivated to make a high impact.
- A fast learner, open-minded, with a team-oriented mentality.
- An entrepreneurial spirit: flexible and willing to pitch in where needed.
- Ready to have fun and keep perspective while delivering results.
Why Center?
· Backed by the co-founder of Concur
· All team members have the opportunity to make a critical impact at an early stage business
· An experienced management team that understands the space and knows how to build high performing teams
· Ownership through stock option grants
· Competitive base salary compensation package
· Comprehensive health insurance plan
· Flexible, self-managed PTO policy
· 401k program
· Great co-workers and a collaborative team that is passionate about helping every business to get the most out of every dollar they spend!
Center is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.
