Director Account Management

Atlanta, GA

Director, Account Management

Boingo is seeking a high-performing Director Account Manager. The ideal candidate will be a strategic leader responsible for cultivating, retaining, and growing a portfolio of high-value client accounts. This role is crucial for ensuring customer satisfaction and maintaining strong relationships for long-term partnerships.

The Director will be the ultimate owner of customer success, serving as a strategic partner, a technical liaison, and an internal champion for a defined group of accounts. This position demands a proactive professional who can navigate complex challenges, drive cross-functional alignment, and have difficult but necessary conversations to ensure mutual success.

Responsibilities

  • Act as an individual contributor to Lead and own the complete lifecycle of the client relationship, from onboarding and ongoing satisfaction to strategic growth. The performance goal for this role is 100% account retention.
  • Actively manage the account to secure renewals and identify and execute on new business and upsell opportunities.
  • Serve as a strong, credible internal voice of the customer, advocating for their needs and successfully navigating internal complexities to get things done.
  • Develop and maintain highly effective relationships with executives and key stakeholders, working collaboratively to align company strategy with account success.
  • Be a skilled negotiator and problem-solver, with the ability to lead tough conversations and work through complex issues to ensure positive outcomes.
  • Act as the primary liaison between the client and internal teams, including engineering, product, and operations, ensuring a cohesive and unified approach to service delivery.
  • Regularly communicate and present venue performance to company leadership and key stakeholders, providing insights that inform strategic decisions.
  • This role requires in-person client engagement, demanding a significant amount of on-site interaction. Travel as much as needed to customer locations, industry conferences, and events.

Qualifications

  • A minimum of 7+ years of account management experience in telecommunications.
  •  Experience with accounts valued at over $1M per year is required. Proven experience in account management, program management, or consulting is a plus.
  • Proven ability to develop and execute account strategies that drive growth, improve customer satisfaction, and align with business objectives.
  • Exceptional communication and presentation skills, with a demonstrated ability to build trust and navigate difficult conversations with candor and professionalism.
  • A solid understanding of the wireless and telecommunications industry
  • Experience working with aviation representatives, in sports and entertainment at the collegiate or professional level, and with governmental relations in large cities is highly desirable.
  • Proven track record of achieving and exceeding performance goals, with a focus on retention and growth.
  • Strong ability to lead and motivate cross-functional teams to achieve shared goals.
  • Willingness and ability to travel up to 50% or as required to meet customer needs.
  • Proficiency with Salesforce, Microsoft Office Suite, and project management tools.
  • Bachelor's degree required.

Meet Boingo

Boingo Wireless, Inc. helps the world stay connected. Our vast footprint of Wi-Fi and cellular networks reaches more than a billion consumers annually. From airports and stadiums to universities and military bases, Boingo helps folks stay connected to the people and things they love. 

Our team is creative, collaborative, and on the leading edge of technology. There is no doubt the “secret sauce” to Boingo’s success is our incredible team and culture. We take pride in having fun and staying healthy. There’s also an incredible benefits package including health, dental, vision, 401(k) match, unlimited vacation, 12 weeks paid parental leave, and more!

Boingo is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender, gender identity, sexual orientation, age, disability or veteran status.

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