Director of Accounts

Location: Philadelphia, PA

Type: Full Time

Min. Experience: Mid Level

Zivtech, a 9 year old web agency based in Philadelphia, is searching for an awesome individual to lead our sales and project management teams, which currently total 4 people. This person will report to the CEO and will be the primary client advocate within Zivtech, serving as the primary client contact during their entire journey: from new leads through discovery and into delivery.

Background:

For the past two years Zivtech had separate leaders for sales and project management. The reality has been that sales and PM go hand in hand in our line of business, and we are currently realigning our PM and sales teams under a single department. The vast majority of Zivtech's work comes from existing clients, and new clients tend to come via referrals and direct connections to Zivtech's staff or owners. Thus the primary sales goals of this position will be to nurture and encourage referrals as well as to propose and pitch Zivtech's services to prospective clients.

Position values & goals:

  • Serve as the main “customer advocate” within Zivtech, ensuring that we are “delivering happiness” as well as awesome work to our clients
  • Optimization of customer journey
  • Closing new qualified business, on-boarding the client, ensuring project success, identifying opportunities for future optimization and/or long-term services by staying engaged and involved
  • Improve client experience and ensure delivery of value and success
  • Help set up and monitor projects to help ensure projects are delivered on-time and under-budget
  • Ensure measurement of key project success metrics to support up selling and new sales opportunities
  • Align PM team with sales goals
  • Increase client base and improve client retention
  • Expand revenue in existing accounts by identifying opportunities and closing new sales
  • Drive new business growth once Sales Coordinator qualifies the sale and hands off
  • Lead, train, support PMs to further AM skills and encourage continuous learning
  • Create objective & measurable goals

Job responsibilities:

  • Lead Sales & PM teams and foster collaboration between team members
  • Manage customer success through on-boarding, overseeing services and projects and customer support
  • Measure effectiveness of customer and project success through metrics
  • Optimize customer lifecycle and drive revenue through identifying opportunities for continuous improvement and new projects
  • Drive new business growth through greater advocacy and reference-ability after taking on qualified leads from Sales Coordinator
  • Supporting sales efforts through sales communication, proposal generation, and presentation development and delivery
  • Ensuring a balanced pipeline and identifying new business targets for Sales Coordinator
  • Overseeing SalesForce and pipeline cadence
  • Work closely with company leadership on sales, project management, and overall company decisions
  • Identifying gaps in support collateral and directing sales and marketing to create new content
  • Travel with sales leadership and marketing team for meetings, presentations, and conferences as needed

Requirements:

  • 5+ years of Account Management, Sales, Project Management, or Customer Success experience
  • Strong empathy for customers
  • Deep understanding of value drivers in service business models
  • Analytical and process-oriented mindset
  • Demonstrated desire for continuous learning and improvement
  • Excellent written, verbal, and presentation skills
  • Mentoring new account & project management staff
  • Familiarity with website and web app sales
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