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Director of Account Management, Home Services

Company: Scorpion
Location: Salt Lake City
Posted on: March 31, 2024

Job Description:

About Us

Scorpion is the leading provider of technology and services helping local businesses thrive. We do this by helping customers understand local market dynamics, make the most of their marketing, and deliver experiences their customers will love. We offer tools to know what's going on with marketing, competitors, and customers. We offer a unique blend of AI support and teams of real human people with local expertise committed to customer success. At Scorpion, we are ready to do whatever it takes to help our clients reach their goals. Our technology and personalized tools bring everything together to help local businesses easily understand their unique business, market, and customer needs. We put SEO, Reviews, Advertising, Email Marketing, Chat and Messaging, Social Media, Website, Lead Management, Appointment Scheduling, and more to work for local businesses. We're a technology-led service with a human touch.

We are exclusively considering candidates located in the Salt Lake City, Utah, area for this position.

About the Role

We're seeking a visionary Director of Account Management to join our ranks and lead the charge in delivering exceptional value to our clients. As the cornerstone of our client-centric approach, you'll have the opportunity to shape the future of Scorpion's Home Services Business and hold the standard of what it means to truly partner with our clients. If you're ready to help us build the future through your leadership talent and drive unparalleled results with the industry leader in Home Services Marketing, we want to hear from you.

What your success will look like

  • You will report to the VP of Account Management

    Strategic Leadership:
  • Develop and execute account management strategies that enhance client satisfaction, retention, and revenue growth.
  • Ensure the team builds client strategies consistently to achieve client goals and foster long-term relationships with every client.
  • Act as a strategic advisor to our AMs and key clients, providing insights and recommendations to help them achieve their business objectives through their Scorpion campaigns.
  • Lead the account management team, setting clear goals, providing ongoing training, and fostering a culture of excellence and accountability.
  • Analyze market trends and client feedback to recommend improvements or new services that meet our client's evolving needs.
    Client Relationship Management:
  • Build and maintain strong relationships with key clients, serving as the senior point of contact for major account issues or opportunities.
  • Ensure the delivery of high-quality, personalized, vertical-specific solutions that align with clients' objectives and expectations.
  • Coordinate with the service delivery teams to ensure seamless execution of services, addressing any challenges swiftly to maintain client satisfaction.
  • Build a "Center of Excellence" for your owned client vertical to ensure we deliver the best results.
  • Collaborate with cross-functional teams, including Sales, Corporate Marketing, and fulfillment teams, to ensure seamless delivery of services and drive client satisfaction.
    Operational Excellence:
  • Oversee the operational aspects of account management, ensuring processes are efficient and scalable to support business growth.
  • Implement best practices in client service, leveraging technology and innovative approaches to enhance service delivery and client engagement.
  • Ensure that your team's clients are with Scorpion for life. Metrics are your focus, specifically Gross Revenue Retention and Net Revenue Retention.
  • Strong ability to impact the financial levers across the entire team by reducing downgrades and churn while increasing upsell and client growth.
  • Monitor and report on key performance indicators (KPIs) related to client accounts, including service quality, client satisfaction, and account growth.
  • Resolve any client escalations that need to go beyond the account manager, ensuring a timely resolution of any concerns or complaints.
    Team Development and Leadership:
  • Recruit, train, and mentor account management personnel, fostering a team environment that encourages professional growth and high performance.
  • Promote a collaborative culture aligning with the company's values and objectives.
  • Foster a culture of excellence, teamwork, and accountability within the account management team, promoting a positive work environment and strong employee engagement.
  • Build a winning team with Account Managers who are inspired and motivated to be on the team.
  • Ensuring that each Account Manager does their part through strong performance management.
  • Demonstrate strong executive presence and presentation, collaborating with senior leadership to set strategic goals and objectives for the account management department and track progress toward achieving them.

    Who you are and what you bring
    • 7+ years of experience in account management or client service roles in a Digital Marketing Agency (or similar industry)
    • 3+ years of experience in leading and coaching a team
    • Demonstrated ability to develop and implement strategic account management plans that result in measurable business growth
    • Strong leadership skills with a track record of building, leading, and inspiring high-performing teams
    • Excellent communication and interpersonal skills, capable of effectively engaging with clients, team members, and executive leadership
    • Proficiency in CRM systems and technology tools that support service delivery and client management
    • Ability to adapt quickly in a fast-paced environment, mastering any internal systems quickly
    • Ability to coach and train individuals of all levels, driving clarity on performance standards and the knowledge to succeed in an account management role
    • Excellent written and verbal communication skills to articulate complex ideas and collaborate effectively with stakeholders
    • Demonstrated ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities

      Our Scorpion Values
      • Winning Mindset: When our clients win, we win.
      • Genuine Care: We only succeed when we are truly invested in our clients and each other.
      • Unmatched Results: We deliver more than expected-and then some-driving the best results and impacting lives.
      • Constant Improvement: We believe there is always a better way. We learn we ask "What if?" we build and then do it again.
      • Unbeatable Teamwork: We come from different backgrounds but have the same vision. We only get there by doing it together, as a team.

        A Scorpion Leader will lead by example, and this is what is looks like
        • Leads from the front: Rolls up their sleeves to solve problems; Has an open door; Leads by example
        • Empowers their teams to hit their goals: Clears the path; Provides the right resources; Coaches and develops
        • Builds trust: Has self-awareness and high EQ; Shares transparently; Does what they say, consistently
        • Communicates effectively: Shares their vision; Gives and seeks feedback; Share necessary information quickly
        • Motivates & Inspires: Celebrates wins; Brings people along; Gets people excited about the work
        • Makes their team an exciting place to be: Engages the whole team; Builds unity and togetherness; Creates a positive atmosphere

          Our Benefits
          • We invest in our employees by offering them diverse benefits from best-in-class carriers. These benefits provide enough choice and flexibility to keep our employees and their families healthy and happy - today and tomorrow.
          • 100% employer-paid medical, dental, and vision insurance
          • Flexible paid time off, so you can rest, relax and recharge away from work
          • Employee equity program
          • Paid parental leave
          • Paid cell phone and service
          • Remote office allowance
          • Professional development and development courses
          • Regular manager check-ins to drive performance and career growth through Lattice
          • Monthly company all-hands meetings

            • We acknowledge that states have passed legislation promoting pay transparency. As a national employer, Scorpion has made the decision to post our expected pay rate or pay range (as applicable) in all our job postings, regardless of geographic location.
            • The base salary is $110,000 (entry-level) - 125,000 (highly experienced). This position's annual variable is $20,000 - $30,000, exclusive of fringe benefits. If you are hired at Scorpion, your final base salary compensation will be determined based on factors such as geographic location, skills, education, and/or experience. Additionally, we believe in the importance of pay equity and consider the internal equity of our current team members as a part of any final offer. Please keep in mind that the range mentioned above is the total salary + annual variable range for the role. Hiring at the maximum of the range would not be typical in order to allow for future & continued salary growth.

              $110,000 - $125,000 a year

              Scorpion is an equal opportunity employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, or physical or mental disability. We believe in creating a dynamic work environment that values diversity and inclusion.


Keywords: Scorpion, Salt Lake City , Director of Account Management, Home Services, Executive , Salt Lake City, Utah

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