Strategic Account Manager

Job Description

About the role

As a Strategic Account Manager, you will be a senior, client-facing member of the team - responsible for the commercial relationship with our customers (Property Management Companies). This consists of owning and growing a portfolio of the company’s most valuable relationships within our Strategic segment, and providing support from all angles for clients with complex needs and networks. This is a proactive partner role - you will act as the customer’s trusted advisor, business partner, and industry expert - to maintain, develop, grow, and expand the business relationship.

What you’ll do

Relationship Building & Executive Engagement

• Establish, maintain, and grow customer relationships with stakeholders (including C-Suite)
• Act as the primary point of contact and liaison between the customer and internal teams to ensure our partners are receiving white glove service, and that the business has visibility and influence into each account in your book of business
• Become the customer’s close advocate and valued consultant
• Travel regularly to industry events and conferences as well as visit our partners on-site

Strategic Account Planning & Collaboration

• Build, implement, and lead the strategy for each of your assigned accounts
• Partner with internal stakeholders across the organization to ensure an excellent customer experience starting from the hand off from Sales, to Onboarding, to continued and regular support from you as their Account Manager
• Learn and engage with each account regularly - through monthly meetings, QBRs, sharing reporting, troubleshooting and problem solving, providing clear ROI, etc.
• Work to proactively increase engagement and product adoption across your portfolio

Pipeline Development & Consultative Expansion

• Sell the value of Flex with a consultative and solutions oriented approach
• As Flex matures, be able to confidently sell additional products and services to our partners
• Manage and execute on all aspects of commercial negotiations and agreements

Key qualifications

• Knowledge/experience in the multifamily/real estate industry is a plus!
• Account Management Experience: 6-8+ years experience in Account Management, with at least 2-3 years experience with Enterprise or Strategic accounts.
• Experience owning, managing, and negotiating complex customer relationships and deals.
• Strong Communication Skills: High EQ, interpersonal abilities, passionate about Flex’s mission and product, and proven ability to influence and motivate others.
• Advanced Analytical Skills: Proficiency in quantitative tools for data analysis to identify and prioritize top areas of opportunity within large portfolio data sets. Experience utilizing AI tools to analyze data, and the ability to put findings into action.
• Tech Proficiency: Experience with Salesforce is a plus. Experience working in tech companies and problem-solving complex product issues.
• Cross-Functional Collaboration: Proven ability to collaborate effectively across Sales, Marketing, Customer Success, and Product teams.
• Platform Knowledge: Understanding of Account Management, sales, and marketing platforms, systems, and tools. Experience in driving engagement with marketing tactics such as email, flyers, and digital ads is a plus.
• Self Starter: Experience establishing the foundation for or being a part of launching Account Management Teams / roles at a tech company.
• Strategic Thinker: Ability to decipher and understand customer priorities and needs, industry dynamics, and prioritize and strategize accordingly to grow and support accounts.
• Relationship Building: Proficiency in building internal and external relationships with key stakeholders and multithreading in complex organizations.
• Quick Learner: Ability to adapt, learn, and iterate swiftly in the rapid changes within the PropTech/FinTech landscape. Comfortable with ambiguity and test-and-learn mindset.
• T.O.E: Last, but certainly not least, Team Over Everything. Our positive, team first culture is everything here at Flex. This role requires an even temperament that is always willing to put the team ahead of individual recognition.