Director, Account Management

About this role

ABOUT BUILDOUT

Buildout is the AI deal engine for CRE brokerages, automating every step from first contact to commission. While brokers focus on relationships and winning listings, Buildout handles the workflows behind the scenes, turning manual processes into intelligent, scalable systems. Trusted by over 50,000 brokers, Buildout powers more profitable deals from lead to close. Learn more at www.buildout.com http://www.buildout.com.

THE OPPORTUNITY

We're looking for a galvanizing Director of Account Management to lead our team of Account Managers - the primary relationship owner for every account in our post-sale model. This focused leader will be responsible for driving retention within our book accounts, as well as targeted expansion through pricing and license adoption. Account Managers carry the account end to end: owning contract execution, license expansion, and price increases, multi-threading relationships across every level of the account, and pulling in a Customer Success Manager for adoption support and product depth or an Account Executive for cross-sell opportunities. In this role, you will coach and lead your team to develop strategic account plans, build the kind of trust that survives a hard renewal conversation, and drive value for those accounts such that they see returns from Buildout's vision and continue investing in our platform.

Reporting to the Vice President of Customer Experience, you'll be a valued leader in the CX organization - a partner to the Director of Customer Success - helping build the operating rhythm and enablement that let this pod model actually work.

HOW YOU’LL CONTRIBUTE AT BUILDOUT

Strategy and Leadership

- With the Vice President of Customer Experience, develop and execute the overall Small/Mid-Market Account Management strategy

- Build a foundational AM enablement plan covering best-in-class: save strategies, discovery, ROI/value demonstration, multi-threading, proactive insights, thought leadership, negotiation, and deep industry/business knowledge

- Collaborate with cross-functional leaders (Customer Success, Sales, Billing, Implementation, Support) to solidify "swim lanes" and rules of engagement to ensure a unified customer communication experience with seamless hand-offs that feel like magic to the customer

- Deliver clear, honest readouts to leadership, including regular reporting on team performance, retention health, and where the function needs investment or course correction, so leadership never gets a surprise

- Work tightly with People Ops to develop a best-in-class onboarding experience

RELATIONSHIP OWNERSHIP

- Set the example for what top notch, highly methodical relationship ownership looks like, from account planning to meeting prep to agenda setting to call format to follow-up to close, and everything in between

- Develop relationships with key customers and serve as an escalation point for reps, mitigating risk and strengthening trust

- Understand intuitively risks and opportunities within an account, understanding the nuance and specifics but also seeing the bigger picture

- Be a constant student of the CRE landscape, our customer’s businesses, and competing/complementary technology

OPERATIONAL EXCELLENCE

- Establish clear retention, account growth, and health KPIs for the team, managing against a daily dashboard

- Monitor pipeline activity, forecast accurately, and ensure consistent attainment of retention targets

- Maintain pristine CRM hygiene, holding reps accountable to documentation and tracking protocols

- Implement consistent pipeline reviews, deal coaching, and account planning sessions with the team

People & Accountability

- Communicate clearly what good looks like, and whether someone is exceeding or falling short of expectations; everyone should know exactly where their performance stands, and how they can get to where they want to go in their careers

- Hire, coach and maximize a team of AMs with incredible listening, communication, dot-connection, and time management skills

- Proactively manage capacity within your team, maintaining the right net headcount expenditures across the year, without compromising revenues, having gaps in account coverage, or impactfully disrupting the customer’s experience

- Build a strong team dynamic, encouraging collaboration within the team and across the organization, understanding we’re all in it to win it together

COMPETENCIES

- Obsessive about talent - you have a knack for finding, attracting, directing, motivating, and retaining top talent, and you’re maniacal about what “good” looks like, only exceptional talent will do.

- Multi-threads by instinct - you never let a relationship live in one person. You're building trust across levels and departments in every account, so it survives a champion leaving, getting overruled, or having a bad quarter.

- Diplomatically unshakeable - you can deliver a price increase or a hard truth without over-apologizing or reflexively discounting to relieve your own discomfort. You hold the line with warmth, not an apology attached.

- “No” is just the starting line - you never give up on a client or a deal, you push through obstacles and see friction as a new opportunity to solve a problem

- Process oriented and technology obsessed – you are keen on having established processes and steps in place in order to achieve a desired end goal, and you take every advantage you can of the technology available to you to scale your team’s impact

- Fast and findable - you're responsive over Slack and email with both your team and customers, and you know that a slow reply from you becomes a slow week for everyone waiting on it

- Drives results – you focus and prioritize the work that will impact business outcomes, and you’re allergic to not hitting your numbers

- Coordinated, not siloed - you run a team whose success depends on close coordination with Customer Success and Sales, and you're c

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