Account Director

Lessen is the tech-enabled, end-to-end property service provider that is transforming how commercial and residential real estate services are delivered and managed at scale. Lessen’s technology platform provides data-driven insights that unlock key growth opportunities for the entire real estate ecosystem—including investors, owners, managers, and service providers. The company leverages a network of over 30,000 vetted, qualified vendors (Lessen Affiliates) serving clients with over 1 million properties and completing more than 3.5 million work orders annually across an expanding range of services. Lessen, LLC is a venture-backed, privately held company with offices in Scottsdale and Chicago. 

Summary of Duties and Expectations

·         Leads a client portfolio located across North America comprised of a variety of property types, some of which include critical environments.

·         Manages the relationships of the assigned client account, builds those client relationships, achieves the clients' budget targets, as well as Lessen's revenue growth targets.

·         Interfaces with the operations team to ensure excellent service delivery quality and achieve the key performance indicators.

·         Builds trusting and influential relationships with the client contact and with Lessen's stakeholders.

·         Develops a thorough understanding of the client's business objectives and Lessen's products and services, recommends and executes the revenue growth strategy for the accounts, driving profitable business results.

·         Delivers operational excellence through effective internal and external relationships.

·         Acts as the primary liaison to the client’s business, providing input and strategic guidance to ensure the account team is structured, staffed, and managed to deliver service that exceeds expectations.

·         Identifies opportunities for service expansion and service delivery enhancements.

Responsibilities

·         Contribute to account retention through excellent services.

·         Clearly communicate the progress of monthly/quarterly performance to internal and external stakeholders.

·         Forecasting and tracking key metrics for assigned account (e.g., quarterly results for operations, vendor performance, and annual forecasts).

·         Creating and maintaining a culture of compliance and safety among account personnel.

·         Prepare and present monthly updates, quarterly plans, and annual business reviews for assigned accounts.

·         Leading client meetings and attending regular client status meetings.

·         Collaborating with the sales team to identify and grow opportunities within the account and supporting new client pursuits.

·         Respond to client requests, ensure contract compliance, and escalate issues as needed.

·         Supporting corporate initiatives.

·         Travel requirements: up to 25% of the time if required.

Role Specific Skills

·         Assessing strengths, weaknesses, opportunities, and threats within an account.

·         Having a comprehensive understanding of Lessen's suite of tools especially One by Lessen, One Insight and other relevant technologies to support the account.

·         Strong interpersonal skills and the ability to build relationships with internal and external stakeholders.

·         Effective communication skills, including preparing and presenting presentations that make complex topics understandable.

·         Proven success organizing, executing, and managing work within a complex and demanding customer service environment.

·         Ability to anticipate changing dynamics and to prepare contingencies.

·         Fiscal management and budgeting.

·         A team player who can collaborate with others, build consensus, and lead without the need for recognition.

People Management Skills

·         Proficient in engaging multiple teams through communication, processes, personal impact, and influence.

·         Proficient at effectively interfacing with senior management reporting on the accounts' performance, its strategy and client relationships.

Minimum Qualifications

·         Bachelor's Degree or higher in a relevant area of study such as business, facility management, project management, accounting, engineering, and relevant experience.

·         Understanding reactive maintenance, preventive maintenance, project management programs, building systems and structure, processes and the technology tools that are used to manage them.

·         7+ years of experience that includes: leading facility management teams delivering services for national or regional dispersed portfolios, experience with a professional facilities service provider, and a track record of profitably expanding the scope of services provided a client.

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Why Lessen:

·        Competitive compensation

·        Health, Dental, Vision, Life, Disability options

·        401K retirement savings plan

·        Paid vacation, federal and floating holidays

·        Maternity/Paternity Pay

·        Career advancement opportunities

·        All the tools you'll need to be successful

Lessen is intentional about attracting, developing, and retaining amazing talent from diverse backgrounds. We’re looking for teammates that are enthusiastic, empathetic, curious, motivated, reliable, and will help us amplify the positive & inclusive culture we’ve been building.  Lessen is an Equal Opportunity Employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.