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Enterprise Account Manager '

Customer Success | San Francisco, CA | Full Time

Job Description

Company

At Directly, we believe the fundamental nature of work is changing from fixed to fluid, as AI and collaborative technology transform how people and companies work in the next economy.  We’re leading this shift with an enterprise platform that changes the way companies think about customer support. Our Crowd-Powered AI platform combines machine learning and gig work to transform and scale customer service for world-class companies like Autodesk, LinkedIn, Microsoft, Pinterest, Samsung and SAP. We’re based in San Francisco and backed by top venture firms and angels from Silicon Valley.

www.directly.com

 

Role

Join one of the leading Customer Success Teams as an Account Manager with the key responsibility of leading the growth and performance of enterprise accounts, measured by increasing monthly recurring revenue, ticket share growth and feature adoption. This sales-oriented success role is a blend of strategic thinking, account leadership and tactical execution.

The Account Manager sets strategy for account growth, coordinates internal resources to drive success and leads the client on a path to maximizing the value of their relationship with Directly. 

You’ll work at all levels of the account including executive engagement and will drive decision making both internal and external with metric driven narratives and strong communications.

 

Responsibilities

  • Lead and own the growth and performance of customer accounts via developing and executing account plans

  • Effectively use company resources, the leadership team and industry data to influence and drive desired decision making in accounts

  • Cultivate customer champions, reference customers and case studies

  • Run regular meetings with customers to define and track growth and performance

  • Work with product team to gather requirement definition and design enterprise product

 

Requirements

  • 7+ years experience in a direct client facing role with a leading enterprise SaaS or contact center solution company

  • Demonstrable experience leading clients to define goals and execute a mutually beneficial strategy

  • Strong presenter and communicator with experience presenting to executives

  • Technically savvy - good understanding of support center technologies including CRM’s, Communities and auto-responders

  • Data driven - highly analytical and strong business acumen, able to build supporting business models

  • An energetic and inspiring team player and a strong drive for success

  • Infectious enthusiasm

  • BA / BS degree (MBA Preferred)

 

Directly is an equal opportunity employer. We believe in diversity and inclusion as a strength. This is an exempt, full-time salaried position with comprehensive benefits.