UK Director Of Account Management Customer Success job in London at Hostmaker

UK Director of Account Management & Customer Success

Company: Hostmaker

Location: LONDON UK

Date Posted:May 07, 2018

Hostmaker is a company based in London providing management services to Airbnb property owners. Hostmaker's mission is to bring traditional hospitality values to homestays. We utilize advanced technology solutions and a deep hospitality background to solve the complex logistical operations of coordinating housekeepers, fresh linen and key exchange while uplifting returns for property owners with our proprietary pricing technology. We support over 1000 hosts across London, Paris, Barcelona, Rome and Lisbon and enjoy a warm relationship with the Airbnb team in London and San Francisco.Hostmaker re-imagines the streets of a city like the corridors of a hotel -we believe every home can be on Airbnb, every host can be a super-host.We recently announced our Series B fundraise and we’re looking for our Account Management leader to be our UK Director of Account Management & Customer Success who will focus on account acquisition and retention. We’re on the hunt for a leader, mentor and ‘target crusher’ to take our team into our next phase of growth. We expect you to be an efficient and experienced leader as you’ll be influencing the design of the organisation and all processes and activities activities in account management across the globe; leading Hostmaker to growth and success.Duties and ResponsibilitiesAs London Director of Account Management, you will be reporting to the COO and London General Manager and leading a growing team of customer facing revenue generating team members: Customer Success Managers & Account Executives. The team is responsible for achieving monthly pipeline targets through client visits, database work, and high activity standards (phone, email). You will be responsible for the development and business results of the team.In this role you will be responsible for:Leadership/ SupervisionProactively lead the UK business’s strategic account planning processes and develop performance objectives, sales targets, and critical milestones for weekly/monthly/annual periods.Ensure achievement of excellence in order to surpass consumer expectations. Effectively hire and onboard new members; play a mentorship role to the account management department, assist in the execution of duties where necessary, constantly hone their skills, and ensure their constant professional improvements.Create new and fine-tune existing processes within the account management team to adapt to the Hostmaker product and evolving customer needs.AnalyticsBuild and maintain an effective set of dashboards and reports to manage your business; implementing consumer growth plans, measurement, performance benchmarking, troubleshooting performance gaps, formulating and nurturing outstanding initiatives.Measures the department’s performance, weighing it against the business’s targets and KPIs, identifying areas of improvement and sharing crucial information for strategic development of the business with CEO and senior leadership.Relationship ManagementBuild long-lasting relationships with external partners or stakeholders i.e Institutional partners, and high-value customers, done through the establishment of a solid understanding of the competitive market in order to realize how best to acquire and retain consumers. Possess negotiation skills including negotiating the sales contracts external partners or stakeholders i.e Institutional partners, and high-value customers.Collaborate with internal partners and leaders to create cross-functional engagements i.e. regularly meeting with the marketing departments in an attempt to align goals and develop campaigns that allow achievement of account objectives. The Director of Account Management also works with the internal operations department in determining operational & financial requirements for the departments and developing the team’s internal budgetary allocation; and also works closely with People Operations to determine the recruitment criteria for the account management department.Who are you??  You have 5+ years of work experience and specifically 1-2 years in a similar leadership and account management role at a fast growing technology startup?  You possess a strong academic background: a Bachelor’s degree (2:1 or higher) from a top-tier University?  You have managed important account relationships and led customer acquisition and business development projects.?  You are also a remarkable leader able to engage and inspire a diverse and large team of people (15+) to follow your lead and perform at a high caliber.?  You have strong presentation skills, and excellent communication skills – fluent English language essential, an additional language from one of our many operating markets a plus?  You possess exceptional attention to detail which you’ll demonstrate in your application by mentioning your favourite travel destinationOur Culture and PerksCulture is important to us. We love what we do, and make sure everyone in the team feels valued, respected and important. This makes people take pride in their work, and that’s when the best work is produced. A few of the many perks of joining the Hostmaker team:A fast-growing Series B-stage company full of bright, engaged folks who’ll keep you on your toes everydayEquity depending on the level of positionNo mega-corp fluff: we focus on results, not face-timeDiscounted Airbnb travel, we want our staff to truly understand the Airbnb experienceDiscounts at Hostmaker homes (we’re now in London, Paris, Rome, Barcelona and Lisbon so you next holiday is sorted!)Local travel and phone bills are includedNo birthday goes unnoticed, so expect an embarrassingly big cake!An incredibly talented team who can teach you anything from making the perfect roux to learning the node.js frameworks! View full job description
JobCentre Plus 11 months ago
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