Lead strategic account management for commercial property clients: identify growth and upsell opportunities, ensure client retention and satisfaction, coordinate cross-functional teams, monitor KPIs and budgets, and drive revenue growth while managing escalations and project delivery.
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.
Why Lessen:
· Competitive compensation
· Health, Dental, Vision, Life, Disability options
· 401K retirement savings plan
· Paid vacation, federal and floating holidays
· Maternity/Paternity Pay
· Career advancement opportunities
· All the tools you'll need to be successful
Lessen is intentional about attracting, developing, and retaining amazing talent from diverse backgrounds. We’re looking for teammates that are enthusiastic, empathetic, curious, motivated, reliable, and will help us amplify the positive & inclusive culture we’ve been building. Lessen is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.
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