Community Lead

WeWork • San Francisco, CA

293d • $86,625 - $115,500

About The Position

The USC (US & Canada) Account Management team is looking for an Account Manager to be responsible for managing the customer experience and renewals within their assigned book of business. This role will be reporting to our Senior Sales Manager, Account Management for the West Coast. As a successful Account Manager you will be expected to work closely with the Accounts team to strengthen relationships, drive retention and upselling, ensure member satisfaction within the assigned book of business. You will lead, execute and own the renewal process for accounts within the assigned book of business, be an expert on portfolio-wide use cases, requirements, and success metrics, and how they map to the client's key business objectives. You will also be present during onboarding of named account members and build the relationship to create the highest level of member satisfaction. Additionally, you will 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. You will increase member retention by conducting regular check-in calls, and perform quarterly meetings for health checks. Acting as the voice for Account members at WeWork, you will provide feedback to improve the member journey and be a team player with self-awareness and desire to have a positive cultural impact at WeWork.

Requirements

• Bachelor's Degree in Business/Economics or similar fields
• 4+ years in sales, account management or customer-facing capacity (e.g. AM, CSM, Relationship Manager)
• Experience in high growth SaaS is highly desirable
• Proven track record of hitting and overachieving retention targets
• Project management and business operations experience required
• Strategic and innovative problem solver and relationship manager
• Highly flexible and adaptable to continuous change and growth
• Problem solver who can independently translate high-level goals into actionable plans
• Hard-working, self-motivated, dependable, organized and detail-oriented
• Ability to break down problems into manageable components and think through optimal solutions
• Strong generalist - highly competent with the ability to wear many hats
• Strong stakeholder management with an ability to grow and maintain internal and external relationships with clients & cross functional teams

Responsibilities

• Work closely with the Accounts team to strengthen relationships, drive retention and upselling, ensure member satisfaction within the assigned book of business
• Lead, execute and own the renewal process for accounts within the assigned book of business
• 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 named account members 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
• Act as the voice for Account members at WeWork, providing feedback to improve the member journey
• Be a team player with self-awareness and desire to have a positive cultural impact at WeWork

Benefits

• 20 days of PTO
• 13 paid holidays
• 80 hours of paid sick time per full calendar year
• 16 weeks paid parental leave
• Competitive healthcare benefits
• 401k plan
• Life and AD&D insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Real Estate
• Education Level: Bachelor's degree