Manager of Account Management

Employment Type: [Not Specified] Location Type: [Not Specified] Salary: [Not Specified]

Position Overview

Upwork is the world’s largest work marketplace, connecting businesses with highly skilled professionals worldwide. From entrepreneurs to Fortune 100 enterprises, companies trust Upwork’s platform to access expert talent, leverage AI-powered work solutions, and drive meaningful business outcomes. Upwork’s AI-powered platform has facilitated over $20 billion in economic opportunity for professionals worldwide. With professionals spanning 10,000+ skills, including AI and machine learning, software development, sales and marketing, customer support, finance and accounting, and more, Upwork empowers businesses of all sizes to scale, innovate, and build agile teams.

We are seeking a Manager of Account Management to lead a team of Enterprise Account Managers. This team is responsible for delivering business results while helping customers maximize the value of Upwork’s solutions. As a Manager, you will provide business leadership, team development, and operational discipline to ensure your team operates at the highest level of performance. Your goal is to develop a high-performing team that is successful in strategic customer partnerships and influencing customers’ contingent workforce strategies.

Responsibilities

• Hire, develop, motivate and empower the team to deliver business results and achieve customers’ goals
• Own team-level growth targets, existing customer spend retention & contract renewals, including rigorous operational bottoms-up forecasting and revenue pipeline cadences
• Take ownership of team performance, proactively identifying gaps and implementing corrective actions to drive growth and retention
• Leverage data to understand and drive our business, implement new processes and best practices to improve customer experience, and the team’s effectiveness/efficiency
• Develop relationships with senior stakeholders at our customers, navigate complex situations, coach internal teams and make decisions leading to successful outcomes
• Maintain deep understanding of the talent/workforce management/staffing market trends
• Actively participate in full product feedback loop - provide thoughtful product feedback to R&D teams, and present the product roadmap and vision to the customer
• Work effectively with cross-functional partners like Customer Success, Professional Services (Classification, Managed Services Delivery, etc), Support, Marketing, and R&D
• Exercise sound judgment, customer-centricity, and bias for action in resolving issues through effective and collaborative problem-solving, appropriate escalations

Requirements

• 2+ years of people leadership experience with quota-carrying Account Management, Sales and/or Account Executive teams
• Proven track record of meeting/exceeding quota and strong business acumen
• Strong leadership and coaching abilities, with experience developing high-performing teams that operate as trusted advisors to customers.
• Experience with Staffing/Contingent workforce, VMS/MSP, HR tech, Talent Acquisition industries a plus, as well as with SaaS and consumption-driven business models
• Strong communication and executive presence, with the ability to influence senior stakeholders and decision-makers.
• Strong data-driven problem solver, thrives in ambiguous fast-paced environment, anticipates challenges, and handles unknown gracefully
• Strong sense of ownership, bias for action, and resilience - you are scrappy, will roll up your sleeves and can make things happen

Company Information

Come change how the world works. At Upwork, you’ll shape the future of work for a global, remote-first workforce, creating economic opportunities for professionals worldwide. While we have a physical office in Palo Alto, we currently hire full-time employees in 21 U.S. states, making it easier than ever to join our mission from wherever you call home. Our culture is built on trust, risk-taking, customer focus, and a...