SVP Account Management

| Greater Denver Area | Remote
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As the leader of our Account Management Teams, the SVP Account Management is responsible for leading the teams that make every customer committed to IntelePeer for life. The SVP will have the ability to marshal necessary resources to address any customer satisfaction, adoption, professional services, upsell/cross sell, or renewal opportunities within the existing customer base, resulting in clear accountability and consistent service focused on the key goals of customer retention and growth.

This position may have access to Protected Data.

 

Position Responsibilities

  • Drives the strategy and alignment of Account Management to leverage transformational impacts through adoption of innovative offers combined with market leading cloud solutions that accelerate business value for our customers
        • Be a key contributor to the product feedback loop to ensure enhancement information provided by customers is delivered to internal stakeholders
        • Focus the team on customer intimacy to deliver business impact and innovation to a customer’s business by understanding our customers’ key business issues and opportunities
        • Create evangelists by listening to customers closely and delighting them with our customer experience and service
        • Build and nurture C-level relationships across top accounts to solidify our partnership and commitment to the customer while assisting with penetrating the account deeper
        • Create a consistent and valued customer experience leveraging scalable and repeatable methodologies through proven best practices
        • Implement key account planning tools and methodologies to facilitate customer intimacy objectives.
        • Work closely with the Account Management leadership and Teams to develop and execute growth plans and strategies to drive upsell/cross sell.  
        • Establish relationships with leadership across sales, customer success, support,
          product, and marketing leadership to ensure cross-functional alignment at scale
        • Effectively build and establish relationships with key partner organizations to enable alignment to the broader go-to- market strategy
        • Manage and achieve key business metrics including bookings, revenue, utilization, retention, and overall account health.
        • Be an inspirational leader and create a vibrant, inclusive culture that
          inspires people to do their best work.

Education:

  • Bachelor’s degree in related field is required
  • MBA is preferred

Expertise & Experience:

      • A track record for building and growing a world-class organization through talent acquisition, onboarding, and retention, characterized by high productivity and excellent morale
      • Experience with the enterprise and demonstrated leadership to make rapid
        decisions and problem-solving in this environment.
      • Experience with Communications software and SaaS preferred
      • Excels in navigating a highly collaborative and frequently changing environment
      • Proven experience building and running a business with the right operational skills
      • Proven track record working with Product Management to deliver customer functionality to drive adoption and attach rates of products
      • Demonstrated success in building a Services, Customer Engagement or Partner Engagement function
      • Broad-based business and technology professional with 10+ years of experience in high-growth organization delivering software based business solutions to enterprises
      • 5+ years of work experience in a sales leadership position
      • 5+ years in experience in account management, customer success, or related role
      • Top performer of driving growth in Sales revenue and Gross Profit through an account base.
      • Strong experience in supporting and the selling of SaaS products
      • Establishing strong relationships with customers and partners to align on the overall approach in supported regions.
      • Complete understanding of IntelePeer’s product set and the competitive marketplace that exists for IntelePeer.
      • An understanding of Customer Success Management and how to adapt to daily activity.
      • Demonstrated ability to interact daily with customers at all organizational levels.
      • Excellent communication skills and strong work ethic; a self-motivated team player.
      • Ability to build a comprehensive Account Plan to facilitate deeper/wider relationships in assigned accounts
      • Proficient in Salesforce, Microsoft Word, Excel, PowerPoint, Outlook and understanding of Customer Success (CSM).
      • Proficient in Cisco WebEx
      • 5+ years’ experience in account management and customer experience
      • Strong experience in the SaaS and CPaaS industries with knowledge of SIP trunking, Unified Communications, cloud-based communications for the Enterprise and Contact Center market

Competencies:

      • Superior verbal and written communication skills
      • Can thrive in a demanding, fast-paced environment.
      • Excellent leadership, management, and interpersonal skills.
      • Ability to lead with positive influence.
      • Ability to build an operating model with tools, processes, and people to drive a scaled model for Account Management.
      • Detailed understanding of best practices for Salesforce utilization as a Customer Relationship Management tool
      • Ability to work independently and in a strong team environment, and to deliver on detail as well as strategy
      • Passion for technology and innovation
      • Strong understanding of Cloud or On-prem Contact Center solutions .
      • Excellent communication and presentation skills
      • Analytical and negotiation skills, particularly at executive levels
      • Strong understanding of business processes and their implementation into enterprise applications
      • Must be open to 50% travel
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • C++Languages
    • JavascriptLanguages
    • PHPLanguages
    • PythonLanguages
    • SqlLanguages
    • jQueryLibraries
    • Twitter BootstrapLibraries
    • AngularJSFrameworks
    • DjangoFrameworks
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    • Maria DBDatabases
    • MongoDBDatabases
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    • Google AnalyticsAnalytics
    • IllustratorDesign
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    • WordpressCMS
    • SalesforceCRM
    • PardotEmail
    • SalesforceLead Gen

Location

We are located in the Denver Tech Center, the city's hub of business and innovation, plus we're near public transit, I-25, and trendy restaurants.

An Insider's view of IntelePeer

How would you describe the company’s work-life balance?

At IntelePeer, we have a work-hard-play-hard mentality. Our team goes above and beyond what is asked of us and we value determination. The unlimited PTO policy means that the company realizes to be successful we also need time away from work. You can make your own schedule and work from home when needed too!

Nils

Corporate Marketing Manager

What's the biggest problem your team is solving?

My team is helping companies that may not have the resources for complex development projects to take advantage of the promise of embedding communications like voice and SMS into their customer experiences, marketing efforts, and internal processes.

Shaughnessy

Sr. Manager, Product

How has your career grown since starting at the company?

IntelePeer is a company that likes to promote within and encourages career growth and opportunities for all of their employees. I have been with IntelePeer for almost 6 years and I have been promoted 3 times and have worked in 2 different departments since coming onboard. The leadership team has always asked what I would like to do for my career.

Christine

Sr. Manager, Sales Development

How do you empower your team to be more creative?

We encourage employees to think outside the box, to contribute new ideas, and to take ownership of helping us meet our company objectives. It is equally important for us to reward employees who achieve big things as it is to have an environment where team members are not penalized for making mistakes when they are learning and trying something new

Robert

Chief Marketing Officer

What are some things you learned at the company?

What I've learned at IntelePeer is the value of the contributions of the singular employee. IntelePeer works by each individual considering their personal achievements at work, big or small, to contribute directly to the success of the company - and the company acknowledging and reciprocating that effort back to the employee.

Justin

Chief Software Architect

What are IntelePeer Perks + Benefits

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Open door policy
Team owned deliverables
Group brainstorming sessions
Open office floor plan
Diversity
Unconscious bias training
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Recreational Clubs
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
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