About the Role:
A Account Manager, Global Accounts (Pacific) will be responsible for managing the customer experience for their assigned book of business, composed of Global Accounts which are headquartered outside Pacific.
He/She will work closely with the Global Accounts (International) team to deepen relationships with assigned accounts, drive retention and upselling, and ensure member satisfaction in their individual portfolios. This role is vitally important in driving the account success/growth and will be a key figure with respect to goal setting and strategy for Global/Pacific Accounts.
As a successful Account Manager, Global Accounts (Pacific) you will be expected to:
Work closely with the sales team to optimize the member experience of Global Accounts
Be an expert on portfolio-wide use cases, requirements, and success metrics, and how they map to the client’s key business objectives
Be present during onboarding of Global Account members, add-value in the early stages, and build the relationship to create the highest level of member satisfaction
Provide support to local Community Management teams by working with different departments to prioritize high-level items and escalated issues
Engage with members post-sale, creatively add value throughout the lifecycle, and ultimately increase retention while reducing churn
Increase member retention by conducting regular check-in calls, and perform quarterly meetings for health checks
Partner with the Leasing team to maintain an up to date view on the available inventory in select markets and to create selling strategies to generate demand and incentivise closing
Serve as an internal point of contact for any disputes with the Global Accounts team in Pacific
Experience and Requirements:
4+ years experience managing VP level relationships (e.g. AM, CSM, Relationship Manager) at Fortune 500 companies, ideally in Real Estate or a related field of space management & operations
Willingness to travel to interface with members
Proven track record of hitting and overachieving retention and growth targets
Strong team player who can make decisions and execute in a fast-paced, ever-changing environment
A thoughtful communicator who can prioritize and project manage short and long term initiatives
Problem solver who can independently translate high-level goals into actionable plans
Strong ability to forecast and manage team pipeline using Salesforce or other CRM
Highly flexible and adaptable to continuous change and growth
Strong generalist - highly competent with the ability to wear many hats
Strong internal relationships with REA, Enterprise Services, Legal, Sales/Local leadership is a must.
Demonstrate integrity, dependability, responsibility, accountability, self-awareness, work ethic, and empathy
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