客户总监
Account Director
Lessen 是一家技术驱动的、提供端到端物业服务的提供商，正在改变商业和住宅房地产服务的交付和管理方式。Lessen 的技术平台提供数据驱动的洞察，为整个房地产生态系统（包括投资者、业主、管理者和服务提供商）解锁关键的增长机会。公司利用超过 30,000 家经过审核的合格供应商（Lessen 合伙人），为拥有超过 100 万处物业的客户提供服务，每年完成超过 350 万份工单，并且服务范围持续扩展。Lessen, LLC 是一家由风险投资支持的私营公司，总部位于 Scottsdale 和 Chicago。
Account Director 职位在指导我们支持商业部门客户管理的战略愿景方面起着关键作用。该职位需要发现增长机会、管理客户问题并领导战略项目，是反应性与定期维护及项目运营团队的重要成员。
*此职位将有高达 25% 的出差时间。
你将负责：
- 与销售、现场运营、集中服务、产品管理和实施等内部团队协作，确保项目符合客户需求和期望。
- 深入了解客户组合，与客户合作制定定制化的增长策略。
- 作为客户的首要联系人，建立稳固的关系并探索合作机会。
- 监测市场动态、客户反馈和行业变化，制定符合客户和组织目标的增长策略。
- 通过确保服务卓越、预判客户需求并及时提供解决方案来推动客户留存。
- 记录客户互动、销售活动和增长指标，以指导战略方向。
- 实现或超越计划中与账户增长和交叉销售相关的目标。
- 与客户协作，确保项目在预算范围内，必要时对不可预见的成本进行调整。
- 主动征求客户对满意度、改进领域和其他服务需求的反馈。
- 积极监控并报告客户 KPI 和成功指标
你需要具备：
- 至少 3-5 年与账户管理、销售或客户成功相关的经验。
- 具备相关经验者将优先考虑
查看英文原文
Lessen is the tech-enabled, end-to-end property service provider that is transforming how commercial and residential real estate services are delivered and managed at scale. Lessen’s technology platform provides data-driven insights that unlock key growth opportunities for the entire real estate ecosystem—including investors, owners, managers, and service providers. The company leverages a network of over 30,000 vetted, qualified vendors (Lessen Affiliates) serving clients with over 1 million properties and completing more than 3.5 million work orders annually across an expanding range of services. Lessen, LLC is a venture-backed, privately held company with offices in Scottsdale and Chicago.
The Account Director role plays a pivotal role in guiding our strategic vision supporting Account Management within the Commercial department. Tasked with uncovering growth opportunities, managing client concerns, and leading strategic initiatives, the Account Manager is a key contributor to the Operations teams for Reactive and Recurring Maintenance and Projects.
*This role will be traveling up to 25% of the time.
What You’ll Do:
- Collaborate with internal teams spanning Sales, Field Operations, Centralized Services, Product Management, and Implementation to ensure that projects align with client needs and expectations.
- Gain a deep understanding of client portfolios, partnering with clients to tailor growth strategies.
- Serve as the go-to contact for client communications, fostering robust relationships and exploring collaboration avenues.
- Monitor market developments, client feedback, and industry shifts to frame growth strategies that resonate with client and organizational goals.
- Lead client retention efforts by ensuring service excellence, anticipating client requirements, and delivering timely solutions.
- Document client interactions, sales endeavors, and growth metrics to inform strategic direction.
- Achieve or exceed targets related to account growth and upsell according to plan.
- Work collaboratively with clients to ensure projects stay within allocated budgets, making necessary adjustments for unforeseen costs.
- Actively solicit feedback from clients on satisfaction, areas of improvement, and any other service needs.
- Proactively monitor and report client KPI and success metrics
You Should Have:
- A minimum of 3-5 years in roles related to account management, sales, or customer success.
- Additional considerations made for experience focusing on property management.
- Strong business acumen with an in-depth understanding of customer needs and pain points related to maintenance operations and project execution.
- Exceptional communication, negotiation, and presentation skills, vital for client interactions and stakeholder management that lead to deep relationships.
- Proficiency in using CRM software and business tools such as data analytics software, spreadsheets for financial tracking, project management platforms, and communication software, crucial for efficient account management.
- Financial analysis capabilities to make informed decisions based on financial data and profit margins.
- Conflict resolution expertise to address and resolve potential disputes effectively.
- Time management skills ensuring efficient handling of multiple accounts and projects.
- Stakeholder management skills to liaise effectively with a variety of customer functional departments.
- A proactive mindset to identify challenges and capitalize on opportunities, being self-motivated and driven to achieve business goals.
- Demonstrated capacity to work autonomously, effectively prioritize tasks, and drive revenue growth through robust account management and sales strategies.
- Capable of swift problem-solving, escalating issues when necessary, and ensuring client satisfaction is always at the forefront.
- Engage cohesively with diverse teams to guarantee streamlined project execution.
Why Lessen:
· Competitive compensation
· Health, Dental, Vision, Life, Disability options
· 401K retirement savings plan
· Paid vacation, federal and floating holidays
· Maternity/Paternity Pay
· Career advancement opportunities
· All the tools you'll need to be successful
Lessen is intentional about attracting, developing, and retaining amazing talent from diverse backgrounds. We’re looking for teammates that are enthusiastic, empathetic, curious, motivated, reliable, and will help us amplify the positive & inclusive culture we’ve been building. Lessen is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.
Originally posted on Himalayas