Manager, Account Management

Summary

Join Upwork as a Manager of Account Management to lead a team of Enterprise Account Managers, driving business results and maximizing customer value. You will provide business leadership, team development, and operational discipline. Develop a high-performing team successful in strategic customer partnerships and influencing customers’ contingent workforce strategies. Responsibilities include hiring, developing, and motivating the team, owning team growth targets, and leveraging data to improve customer experience and team effectiveness. You will build relationships with senior customer stakeholders, maintain market understanding, and actively participate in product feedback. Collaboration with cross-functional partners is essential.

Requirements

• 2+ years of people leadership experience with quota-carrying Account Management, Sales and/or Account Executive teams
• Proven track record of meeting/exceeding quota and strong business acumen
• Strong leadership and coaching abilities, with experience developing high-performing teams that operate as trusted advisors to customers
• Strong communication and executive presence, with the ability to influence senior stakeholders and decision-makers
• Strong data-driven problem solver, thrives in ambiguous fast-paced environment, anticipates challenges, and handles unknown gracefully
• Strong sense of ownership, bias for action, and resilience - you are scrappy, will roll up your sleeves and can make things happen

Responsibilities

• Hire, develop, motivate and empower the team to deliver business results and achieve customers’ goals
• Own team-level growth targets, existing customer spend retention & contract renewals, including rigorous operational bottoms-up forecasting and revenue pipeline cadences
• Take ownership of team performance, proactively identifying gaps and implementing corrective actions to drive growth and retention
• Leverage data to understand and drive our business, implement new processes and best practices to improve customer experience, and the team’s effectiveness/efficiency
• Develop relationships with senior stakeholders at our customers, navigate complex situations, coach internal teams and make decisions leading to successful outcomes
• Maintain deep understanding of the talent/workforce management/staffing market trends
• Actively participate in full product feedback loop - provide thoughtful product feedback to R&D teams, and present the product roadmap and vision to the customer
• Work effectively with cross-functional partners like Customer Success, Professional Services (Classification, Managed Services Delivery, etc), Support, Marketing, and R&D
• Exercise sound judgment, customer-centricity, and bias for action in resolving issues through effective and collaborative problem-solving, appropriate escalations

Preferred Qualifications

Experience with Staffing/Contingent workforce, VMS/MSP, HR tech, Talent Acquisition industries a plus, as well as with SaaS and consumption-driven business models

Benefits

• Comprehensive medical coverage for you and your family
• Unlimited PTO
• A 401(k) plan with matching
• 12 weeks of paid parental leave
• An Employee Stock Purchase Plan