Account Director
About the role
Lessen is the tech-enabled, end-to-end property service provider that is transforming how commercial and residential real estate services are delivered and managed at scale. Lessen’s technology platform provides data-driven insights that unlock key growth opportunities for the entire real estate ecosystem—including investors, owners, managers, and service providers. The company leverages a network of over 30,000 vetted, qualified vendors (Lessen Affiliates) serving clients with over 1 million properties and completing more than 3.5 million work orders annually across an expanding range of services. Lessen, LLC is a venture-backed, privately held company with offices in Scottsdale and Chicago. The Account Director role plays a pivotal role in guiding our strategic vision supporting Account Management within the Commercial department. Tasked with uncovering growth opportunities, managing client concerns, and leading strategic initiatives, the Account Manager is a key contributor to the Operations teams for Reactive and Recurring Maintenance and Projects. *This role will be traveling up to 25% of the time.
What You’ll Do:
- Collaborate with internal teams spanning Sales, Field Operations, Centralized Services, Product Management, and Implementation to ensure that projects align with client needs and expectations.
- Gain a deep understanding of client portfolios, partnering with clients to tailor growth strategies.
- Serve as the go-to contact for client communications, fostering robust relationships and exploring collaboration avenues.
- Monitor market developments, client feedback, and industry shifts to frame growth strategies that resonate with client and organizational goals.
- Lead client retention efforts by ensuring service excellence, anticipating client requirements, and delivering timely solutions.
- Document client interactions, sales endeavors, and growth metrics to inform strategic direction.
- Achieve or exceed targets related to account growth and upsell according to plan.
- Work collaboratively with clients to ensure projects stay within allocated budgets, making necessary adjustments for unforeseen costs.
- Actively solicit feedback from clients on satisfaction, areas of improvement, and any other service needs.
- Proactively monitor and report client KPI and success metrics
You Should Have:
- A minimum of 3-5 years in roles related to account management, sales, or customer success.
- Additional considerations made for experience focusing on property management.
- Strong business acumen with an in-depth understanding of customer needs and pain points related to maintenance operations and project execution.
- Exceptional communication, negotiation, and presentation skills, vital for client interactions and stakeholder management that lead to deep relationships.
- Proficiency in using CRM software and business tools such as data analytics software, spreadsheets for financial tracking, project management platforms, and communication software, crucial for efficient account management.
- Financial analysis capabilities to make informed decisions based on financial data and profit margins.
- Conflict resolution expertise to address and resolve potential disputes effectively.
- Time management skills ensuring efficient handling of multiple accounts and projects.
- Stakeholder management skills to liaise effectively with a variety of customer functional departments.
- A proactive mindset to identify challenges and capitalize on opportunities, being self-motivated and driven to achieve business goals.
- Demonstrated capacity to work autonomously, effectively prioritize tasks, and drive revenue growth through robust account management and sales strategies.
- Capable of swift problem-solving, escalating issues when necessary, and ensuring client satisfaction is always at the forefront.
- Engage cohesively with diverse teams to guarantee streamlined project execution.