Senior Manager of Account Management

Summary

Join Dandy, a technology company transforming the dental industry, as the Head of Enterprise Account Management. Lead a team responsible for managing enterprise-level accounts, focusing on driving Net Revenue Retention (NRR) and Gross Revenue Retention (GRR). You will foster strong customer relationships, ensure client success, and identify growth opportunities. Collaborate with various teams to enhance customer experience and meet revenue objectives. Develop and implement tools and processes to support team success, particularly in managing complex enterprise relationships. This role requires strong leadership, strategic planning, and operational excellence skills.

Requirements

• 7+ years of experience in Account Management, Customer Success, or a related field, with at least 3-5 years in a leadership role, preferably in managing Enterprise customers who have multiple locations or multiple governance levels
• Proven ability to drive NRR and GRR improvements within enterprise customer segments
• Expertise in implementing and optimizing tools like Salesforce and Vitally
• Strong leadership skills with a track record of building and developing high-performing teams
• Exceptional communication, problem-solving, and organizational skills
• Ability to thrive in a fast-paced environment and adapt to changing priorities
• Demonstrated success in cross-functional collaboration to achieve shared goals

Responsibilities

• Drive NRR and GRR through strategic account planning and proactive customer engagement
• Identify and execute upsell and cross-sell opportunities within enterprise accounts, with a focus on expanding into new locations
• Develop and implement churn reduction strategies tailored to the enterprise customer segment
• Lead, mentor, and inspire a team of Account Managers to deliver exceptional customer outcomes and achieve revenue growth targets
• Establish and track key performance indicators (KPIs) to ensure team accountability and success
• Develop tailored strategies to meet the unique needs of multi-location and enterprise-level clients
• Build strong, strategic relationships with enterprise stakeholders to drive long-term value and strengthen partnerships
• Enhance the enterprise customer experience, ensuring satisfaction, loyalty, and retention
• Develop and scale processes for customer tracking, engagement, and retention using tools like Salesforce, Vitally, and Zendesk
• Utilize data-driven insights to manage customer health, identify risks, and uncover growth opportunities
• Partner with cross-functional teams (Sales, Marketing, Product, RevOps, Enablement, and Customer Success) to align on customer goals, address challenges, and define success metrics

Benefits

• Healthcare
• Dental
• Parental planning
• Mental health benefits
• A 401(k) plan
• Paid time off