Wework

Enterprise Account Manager

Wework

May 1, 2021


About Us
WeWork began in 2010 with a vision to build the first global physical platform designed to bring people together. Today, we offer access to a desk, an office, a headquarters, or an entire building in hundreds of cities around the world; with over a third of the Fortune 500 companies being part of the WeWork community.
Description
The Enterprise Account Manager will own a book of business of WeWork clients, made up of medium, large, and Enterprise companies that have a moderate to significant presence across the WeWork portfolio. AM’s will be responsible for optimizing client outcomes and ensuring a world-class customer experience across their portfolio of accounts, in order to advance the strategic partnership between the client and WeWork and enable the long-term retention and growth of these key accounts.
The Enterprise Account Manager will report to the Manager of Enterprise Account Management - West. The primary functions of the Enterprise Account Manager will include (but are not limited to):

  • Own the optimization of all client outcomes across their WeWork portfolio

  • Map location-specific use cases, requirements, success metrics to the client’s key business objectives.

  • Consult key decision-makers by analyzing various data sources in order to provide recommendations on how to optimize their portfolio.

  • Project manage end-to-end client experience by partnering cross-functionally, overseeing global resourcing and space outcomes.

  • Liaise with all account-related stakeholders as the single point-of-contact for all issue escalations, questions, and client standards.

  • Collaborate cross-functionally (Sales, Real Estate Advisory, Community, Enterprise Services, Billing, Legal, Operations) in order to eliminate roadblocks and create a clear pathway for long-term growth

  • Advocate internally for client needs as the account expert, always representing the point of views of the decision-makers and the end-users.

  • Establish and maintain proactive communication with key stakeholders through strategic follow-ups, monthly reporting, and quarterly business reviews.

  • Build trust, rapport, and credibility with key client stakeholders in order to expand client engagement and drive long-term growth

  • Provide guidance for external stakeholders throughout the customer journey, ensuring all critical decision points, check-ins, and milestones are successfully completed.

  • Maintain strong attention to detail, ensuring timely resolutions and tracking for account protocols.

  • Drive retention and account net promoter score by providing oversight and optimization for location-level satisfaction and feedback.

  • Provide oversight and diligence for any location-level member feedback, escalating when necessary.

  • Create and project manage account remediation plans for any at-risk or low satisfaction accounts.

  • Identify and create proactive recommendations for clients to improve their account experience.

  • Find creative solutions and act as the owner to every client concern and question.

  • Drive renewals and increase overall account revenue

  • Proactively manage and review existing client portfolio in order to retain as much business as possible while leading renewal negotiations

  • Source net-new opportunities from existing business units which can then be acted upon by our outbound sales team

  • Find alternative ways to increase revenue through partnership opportunities and other solutions-based upsell opportunities

Experience

  • 5+ years of client-facing experience in a B2B environment

  • 3+ years of customer success or account management experience

  • 2+ years working with medium to enterprise clients

  • Demonstrated proficiency in building strong client relationships across accounts and multiple stakeholders, including executive-level leaders

  • Space as a Service and/or Real Estate knowledge/experience a plus

Competencies

  • Ability to establish credibility with decision-makers & influencers at all levels from all relevant departments

  • Confidently provide consultative and data-based expertise and recommendations

  • Strong collaborator with proven ability to work well cross-functionally

  • Analytical mindset with ability to create value-focused stories through customer data

  • Excellent written, oral, and in-person communication skills

  • Experience with Salesforce and other CRM tools

  • Strong project manager with bias to action and carry-through execution ability

  • Highly flexible and adaptable; thrives amidst change and growth

  • Highly organized and detail-oriented; ensures diligence across all tasks

  • Very high social and emotional intelligence; professional and polished

  • Exhibits integrity, humility, dependability, responsibility, accountability, self-awareness, work ethic, and empathy

Life at WeWork
Just as we empower our community, we believe in empowering our team to create their own life's work. We move fast and challenge each other, but we always make sure we look out for one another. Our culture and values are what make working here rewarding.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Learn more about diversity at WeWork here.