In support of our ongoing growth, our Customer Care organization is looking for a Director of Technical Account Management. This Director position is a senior leader within the Customer Care organization who leads the coaching and development of the Technical Account Management team. Additionally, this role is responsible for driving revenue, reducing customer churn, and for driving the value engineering around Plex's premium support services. It requires superb client relationship management skills, demonstrated team development, clear communications, and the ability to manage cross-functionally through influence. This position is located at our HQ in our Troy, MI office. Additional attributes include the following:
Has in-depth knowledge of Account Management, within a SaaS environment
Strong customer relationship management skills
Business development acumen
Working knowledge of Plex systems
Ability to drive and measure value creation for customers
Leads the hiring, coaching, and development of Technical Account Managers
Becomes a trusted advisor to and develops relationships with key senior leaders within the account portfolio
Advocates on clients' behalf as appropriate.
Delivers periodic reports on service metrics as well as revenue generation, and plans activities to improve performance.
Partners with Sales and Client Success to achieve renewal, cross-sell, and upsell targets
Partners with Marketing and Sales to grow the paid Premium Support revenue stream
Ensures the consistent delivery of monthly, quarterly, and annual customer business reviews
Has a history of account portfolio growth
In-depth knowledge of Plex software and organizations
A minimum of 10 years of successful account management/client success of customers at a senior level (Director, Senior Director, or VP level)
Experienced with SFDC, ServiceCloud, ticketing systems, etc.
A minimum of 7 years of deep and complex technical account management experience
Client Success or Business Development experience preferred
Bachelor's degree; advanced degree preference
Ability to travel up to 10%
We are proud to be recognized as one of the top workplaces in the tech industry. In fact, it's Plex employees themselves who say our company is a great place to work. We've created an inviting workspace that fosters a culture of collaboration, innovation, and excitement. Some of the things our employees enjoy include:
Generous benefits including Health, Dental, Vision, Life, Disability Insurance, & 401(k) matching program
Very generous PTO/paid holidays
Health club dues reimbursement
Sustainable work-life balance and flexibility
Our multiple locations offer a casual-dress workplace, complimentary food and drink, and "de-stress areas" complete with video games, ping pong tables, and more
We're looking for high-skilled, passionate people to help us do something daring, difficult, and incredibly rewarding. If you're ready to be inspired, solve problems, grow professionally, and unleash your talentthen apply today. You're what's next.