Accounts Director / Senior Accounts Director

Company Description

Rest (formerly NoiseAware) is a leading privacy-safe property monitoring platform that helps short-term rental property managers and hotel operators optimize guest experience and minimize expenses. We’re a fast-growing tech startup that has launched a smoking detection product for hotels in the last few years. The company offers both noise monitoring and smoking detection technologies. Our goal is to protect properties from fines, damage, and loss of income and help hotels be truly smoke-free. Rest has monitored and protected over 11 million stays in short-term rentals and hotels.

Role Description

This is a full-time remote role for an Accounts Director/Senior Accounts Director at Rest. The role involves managing accounts, leading teams, overseeing account management strategy, providing team leadership, and managing projects on a daily basis. This role owns the customer journey from purchase to value to renewal. The role will directly manage our account managers as well as our top 10 strategic accounts. While the focus of this role is extending our customer obsession value to every customer, the focus of the role will be doing that at scale. This is a leadership position that will oversee the strategy and plan for the department and coach individual account managers on how to manage hotel accounts.

This role is perfect for someone who has experience working in a fast-paced startup with small teams and big goals and is actively managing hotel clients in their current role. We are looking for someone who can help us grow our account base, foster amazing relationships with our clients, and execute a scalable customer journey.

Responsibilities

• Oversee and manage our largest relationships with key accounts, focusing on our top 10-20
• Empower the account management team to maintain high customer satisfaction, product adoption and renewal rates
• Have the ability to future-plan and navigate the day-to-day on accounts with that in mind
• Work cross-departmentally to implement solutions that help reduce customer churn due to product deficiencies or customer product adoption
• Maintain account onboarding forecast and demand signal clarity to customer operations on inventory needs
• Develop and execute account management strategies aligned with company goals
• Develop a proactive client outreach cadence
• Work with team to continue to drive efficiency of activation and training of customers
• Partner with the team to automate any part of the customer journey process to prepare for scale
• Work closely with the product and engineering team to identify product enhancements that improve the user experience, account managers’ experience and assist in scale.

Qualifications

• Minimum 8-10 years of experience in account management
• Hotel operations or Hotel product technology experience is a must
• Experience working with a small team or at a startup
• Demonstrated ability to analyze critical business requirements, identify deficiencies and present solutions
• Background in managing a team
• Comfortability with keeping the overall team updated with progress and results
• Experience building processes that drive sales & customer satisfaction
• Track record of building strong, long-term client relationships
• Experience with modern business tools (Salesforce, Zendesk, G-Suite,Office Suite, Zoom, etc.)
• Bachelor’s degree in Business Administration, Sales, Marketing, or related field
• Ability to thrive in a fast-paced and dynamic environment.
• Excellent communication and interpersonal skills.
• Ability to work remotely and independently

Additional Details on the Role:

• This role is remote
• Ability to travel up to 35% of the time for client meetings, trade shows and on-site executive meetings 1x per quarter (usually in Dallas, TX)

Benefits:

Our fast-growing tech company offers excellent compensation, benefits, and stock options. Our entire team works remote but we meet up 1-2 times per year to celebrate achievements and have fun!Competitive Annual salary depending on experience + Bonus Opportunity

• Competitive Annual salary depending on experience + Bonus Opportunity
• ‘Feel Good Fridays’ – Company Friday Holiday (1 per month)
• Competitive coverage of health, vision and dental plans + HSA contribution
• 401(k)
• Flexible PTO
• Paternity & Maternity Leave