About the role

We are seeking a dedicated and accomplished Director of Account Management to take the reins in leading our customer care efforts and contribute to our organization's growth. As a Director of Account Management, your role is pivotal in shaping and implementing comprehensive strategies that provide top-notch customer assistance, nurture customer loyalty, and boost retention. Being an early member of our team also means you get a unique opportunity to work alongside leadership and directly influence our company's growth path and strategic direction. You will report to the Head of Customer Operations.

This role requires a motivated, self-starter with a pension for action. Given the close working relationship of this role with the founding team and Head of Customer Operations, our preference is for this candidate to live in the greater Chicago area. Commercial teams employ a hybrid work schedule (3 days in the office).

Responsibilities

• Develop and execute plans to achieve customer goals and drive revenue growth.
• Collaborate cross-functionally with sales, marketing, and product teams to align strategies and deliver solutions to customers.
• Utilize customer support software and tools to streamline operations and monitor customer health.
• Set and monitor key performance indicators (KPIs) to track customer account health and team performance.
• Resolve escalated customer issues in a timely and effective manner, ensuring high levels of customer satisfaction.
• Train and mentor account management team members, fostering their professional growth and development.
• Identify and implement process improvements to enhance the efficiency and effectiveness of the account management function.

Requirements

• 3-5 years of successfully leading customer operations teams andinitiatives, preferably with a track record in scaling startups.
• Exceptional leadership and team management skills.
• Outstanding communication and interpersonal abilities.
• Proficiency in customer operations software and tools.
• A data-driven mindset with the ability to analyze customer data and derive actionable insights.
• Strategic thinking and effective problem-solving capabilities.
• A customer-centric approach driven by a genuine passion for delivering excellent customer support.

Bonus points

• Prior experience in pet services or other adjacent industries (i.e., restaurants, gyms, etc.)
• Prior experience in the realm of customer self-service solutions.

What we offer

• Competitive salary and performance-based bonuses.
• Health, Dental, and Vision Insurance: 90% coverage for employees, 65% coverage for dependents.
• Flexible Paid Time Off PTO Includes vacation, sick, personal days, and 5 company holidays.
• Opportunities for professional development and growth.
• Collaborative and inclusive work environment.