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Enterprise Account Manager

We are seeking a strategic-thinking account management leader to proactively lead and expand Lob’s Enterprise customer relationships. This high visibility leader will bring direct marketing domain expertise, relationship-focused account management experience, and commercial and technical savvy to ensure Lob’s most mission critical customers’ success. Our Account Management team nurtures the adoption of our products and services so customers realize tangible value. This role is highly cross functional, partnering with sales, product, engineering and fulfillment to ensure customers continue to grow and expand their use of Lob. In this role, you will report to the Senior Manager of Enterprise Account Management.

As the Enterprise Account Manager, you’ll…

• Develop deep knowledge of customers’ organizational dynamics and the role of direct mail in achieving business objectives
• Create and manage account plans across portfolios of our key customers with significant strategic and commercial value to Lob
• Leverage your direct marketing expertise to better understand your customers’ objectives for using Lob
• Identify expansion, upsell opportunities and cross sell opportunities into new lines of business; own renewal and expansion negotiations; predict and prevent customer churn
• ​​Conduct quarterly executive business reviews with your top customers and establish a consultative value added customer relationship so your customers achieve results with their direct mail programs
• Set the highest standard for customer account management practices and behaviors; informally coach, mentor and develop junior members of the team
• Lead discussions around achieving results and innovating with direct mail for customer success and account management to lift skill and capacity across the organization
• Contribute to and execute playbooks enabling customers’ experimentation, iterative testing and learning to deepen customer engagement and ROI
• Solicit customer feedback and collaborate with Lob’s product and fulfillment to show responsiveness and commitment to continuous improvement

What will you bring to this role…

• 12+ years of overall experience, with an expertise in direct marketing and customer success
• 10+ years of experience in account leadership or sales
• Proven ability to meet retention and expansion targets
• Large enterprise account management experience: including onboarding and implementation, product adoption, driving customer innovation, upsells, cross sells and renewal management
• Excellent listening, negotiation, and presentation abilities
• Advanced problem-solving skills and verbal and written communication skills
• Proven ability to communicate, present to, and influence key stakeholders at multiple levels of an organization, including executive and C-level
• Proven skill with juggling multiple account management projects at a time while maintaining strong attention to detail
• Have a “no customer left behind” commitment to your customers and Lob
• Experience in with Marcom and Data Automation tech stacks and enterprise marketing business stakeholders a significant plus, but not required
• Experience using Salesforce strongly preferred, Clari and Outreach a plus
• Gratitude, scrappiness, a sense of purpose, and a kind and generous demeanor are musts!

At Lob, we are looking to #LevelUp and #EmpowerDiversity, we invite you to apply if you possess even some of these:

• Experience in Software sales;
• Exposure to and an understanding of Direct Mail campaigns is a plus;
• Eager to learn with a passion for problem-solving and relationship-building;
• A competitive nature, the ability to work independently as a “self-starter”;
• Coachability

Compensation information

CA/NYC Tier

Base: $140,000 - $151,250 + Variable: $30,000 - $33,750

US Tier

Base: $132,5000 - $142,500 + Variable: $27,500 - $31,250

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