Senior Director, Account Management

Summary

Join AudioEye as a Sr. Director of Account Management and create a world-class customer experience, driving customer satisfaction, retention, and growth. You will manage onboarding, customer support, and renewals, enhancing customer lifetime value and advocating for new business. Responsibilities include defining and optimizing the customer lifecycle, measuring effectiveness with defined metrics, and mentoring the team. This leadership role requires a strategic mindset and proven ability to collaborate across departments. The ideal candidate will have 10+ years of experience in account management and customer relations, strong communication and analytical skills, and experience with SaaS products.

Requirements

• Bachelor’s Degree, or equivalent experience
• 10 plus years’ experience in a leadership role in account management and customer relations roles
• Strong interpersonal, communication, analytic and problem-solving skills
• Demonstrated ability to build strong relationships grounded in trust and accountability
• Proven collaborative approach; openly sharing information and receptive to the ideas of others
• Strong written communication skills - writing to convey ideas will be an ongoing requirement of this position
• Strong ability to think creatively and strategically including creating operational plans
• Proven track record of working with subject matter experts, consultants, professional services, IT, operations, and others over the technology lifecycle to maximize ROI
• Logical and efficient, with keen attention to detail and the ability to dive into the details to understand
• Ability to communicate ideas in both technical and user-friendly language
• Capacity to effectively prioritize and execute tasks in a high-pressure environment
• Enthusiastic and creative leader with the ability to inspire others
• Experience working with a variety of SaaS products and services

Responsibilities

• Drive impact by increasing renewal rates, reducing churn, and expanding revenue through cross-selling and up-selling support
• Manage activities including onboarding, customer support, and on-time renewals
• Enhance customer lifetime value by increasing product adoption, enhancing customer satisfaction, and driving new business growth through greater advocacy and reference ability
• Define and optimize the customer lifecycle by mapping the customer, developing listening points in the journey, and standardizing interventions for each point of the journey
• Measure effectiveness with defined metrics, tracking systems, and regular team reviews, sharing important metrics with the executive team and peers on a regular basis
• Develop and mentor the team while fostering a culture of continuous learning
• Attract high-potential individual contributors and establish a rapid onboarding process for new team members
• Foster a company-wide culture of Relentlessly Prioritizing the Customer by driving alignment with marketing, product, sales, operations, finance, and the executive team

Benefits

• Work with a talented but humble team
• Competitive compensation and equity
• Weekly paid family meal
• 401k, medical, dental, and vision insurance
• Flexible and Generous PTO Policy: If you feel you need a break to recharge, we encourage you to take it!
• 15.5 company-paid holidays including Juneteenth, MLK Day and a 1-week company shut down
• To support remote work conditions, AudioEye provides each employee a one-time stipend of $300