Account Director

Job description

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.