WordPress VIP (WPVIP), the enterprise division of Automattic, is the world’s leading content management platform. Together with Parse.ly, our analytics platform, we help the world's largest companies (Meta, Salesforce, The New York Times, Disney, and hundreds more) create innovative digital experiences and give them the key insights they need to be sure that their content reaches its potential.

We are looking for a motivated and business-focused Account Director to join our team, which is responsible for customer retention and growth at WordPress VIP. As the customer’s strategic advisor, the Account Director is the point person for their business, working with senior level technical, marketing, content, and procurement contacts. The right candidate will be able to learn the customer’s business and objectives, build relationships, and identify opportunities for expansion. The Relationship Management team works across both CMS and Analytics customers.

Responsibilities:

• Build and maintain strong relationships with a book of WordPress VIP customers, developing an understanding of the customer’s business objectives and success metrics.
• Partner with the Customer Success team to ensure customer retention.
• Identify and pursue strategic opportunities for expansion within the accounts.
• Steer complex pricing negotiations with key stakeholders.
• Proactively communicate needs, alerts, and statuses internally.

Requirements:

• Ability to provide insights and analysis around sales and revenue data to understand trends, highlight issues, and provide recommended actions.
• Ability to provide follow-up on account actions by tracking progress against deadlines, and driving activity.
• 7-10 + years of sales operations, business development or similar experience.
• Experience working with customers in the Media and/or Publishing industry.
• Demonstrated ability to communicate, present, and influence credibly and effectively at all levels of the organization.
• Effective influencing and relationship building skills with strong executive presence.
• Excellent written, verbal, and presentation skills.
• Strong attention to detail and sound organizational skills.
• Ability to manage multiple priorities simultaneously.
• Minimum of five years of experience working as a Relationship Manager, Customer Success Manager or similar role directly managing senior enterprise customer relationships.
• Experience building relationships and negotiating with C-Suite and other senior executives and stakeholders.
• Experience managing $1M+ customer books of business with measurable business expansion.
• Experience meeting and exceeding retention (NRR) and growth (GRR) goals.
• Demonstrated ability to steer and de-escalate sensitive or tough customer situations.
• High degree of emotional intelligence and customer empathy.
• Excellent communication skills: written, oral, and presentation.

Salary range: $80,000 - $165,000 USD, with a variable component. Please note that salary ranges are global, regardless of location, and we pay in local currency.

This isn’t your typical work-from-home job: we are a fully-remote company with an open vacation policy. To see a full list of benefits by country, consult our Benefits Page. And check out these links to learn more about How We Hire and What We Expect from Ourselves.