Director of Account Management
Remote (USA) or Sunnyvale, CA /
Product /
Full Time
/ Remote
About Kairos Aerospace
At Kairos Aerospace, we combine innovative aerospace systems with advanced data science. Unlike traditional aerospace companies, we sell information, not hardware - we operate our sensors cost-effectively at continental scale to produce novel data streams about pressing global problems.
First on our list: spotting hard-to-monitor emissions of methane, a potent greenhouse gas that accelerates climate change. Since starting continuous survey operations in 2018, Kairos has removed methane emissions equal to over 72.6 million tonnes of CO2e through our work. To put that in perspective, that’s equivalent to over 15.8 million cars being removed from the roads or shutting down about forty-seven 350 MW coal-fired power plants for a year.
We call that a good start.
As a team, we love science and engineering, we love getting our hands dirty with hardware and software, and we love seeing our work make a difference in the real world.
We’ve created a diverse, collaborative, supportive, and fun environment based on integrity and treating people right. So no matter your sex, gender, sexual identity, gender identity, race, age, beliefs, sexual orientation, or disabilities, we welcome you and would like to work with you. :-)
It’s never boring, it’s always challenging, and we’re usually laughing.
A note of encouragement: If you don't meet 100% of the qualifications below, you should still seriously consider applying. Studies show that you can still be considered for a role if you meet just 50% of the role's requirements.
Individuals with a disability are encouraged to contact [interview.accomodations@kairosaerospace.com] to request assistance with your application and accommodations in advance of your interview.
Director of Account Management
The Director of Account Management sits at the intersection of Sales and Customer Success. Together, these teams touch every piece of the customer experience, from new business interactions to renewals, connecting the dots from contracting through product delivery and beyond. As Kairos continues to build new products and offerings for our oil and gas customers, we also have a need for overhauling our Account Management strategy to match the changing landscape of our industry and customers’ needs. The Director of Account Management will be responsible for this overhaul: understanding where we currently are with our customers, where we need to be, and designing strategies to solidify and expand our partnerships.
This is not an outbound sales position; you will be responsible for the strategic development and implementation of renewals and upsells for Kairos’ existing customers. A successful candidate will have experience in account management, with a proven record of increasing revenue through current customer growth. You have seen what a world-class customer renewal process looks like and are ready to dig in and get your hands dirty, working with our sales and CSM teams to first understand our current account management process, our customers’ methane reduction and business needs, and how Kairos’ product offerings weave the two together. You are prepared to form relationships from top to bottom with our existing customers and especially to find ways to move us up in the customer organization. You will help reshape the way Kairos consults with our customers, ultimately paving the way for our us to become trusted partners and advisors for our customers.
In addition to understanding the current climate of our customer experience, a successful candidate will also be ready and willing to work side-by-side with our Sales and CSM teams to do the work first: running customer report QA for methane detection accuracy and working with our Data Analysis team to resolve any errors and/or make any adjustments after customer feedback. Providing exceptional quality reports for our customers is one of the many ways in which we maintain our reputation as methane program thought leaders who care deeply about customer success in their methane reduction programs.
You will serve as both a player-coach and strategic leader, driving revenue and delivering world-class service with holistic ROI at the center of everything we do.
Qualifications
- Past experience as a CS or AM for a 6-figure or 7-figure product
- Experience providing complex strategic customer-oriented solutions
- High-growth Saas experience
- Strong background in a CS or AM that built processes and kept a gross retention of 90+% and net retention 120+%
- Detail-oriented, strategic thinker - able to see a high-level view of current challenges and develop thoughtful, holistic improvements for growth. You will look for ways to increase stickiness with our customers, selling additional Kairos services and soliciting feedback on all Kairos products the customer is using to reduce methane.
- Excellent communication and relationship skills. This job is first and foremost about supporting customers.
- Familiarity with the upstream or midstream oil and gas industry is a plus
Desired
- Startup experience is helpful - you will have a high level of autonomy and creative freedom in this position, giving you the ability to make thoughtful decisions with high visibility from our Executive team.
- You are willing to dive in and do the work first, getting your hands dirty before shifting to strategy.
- Team management experience is a plus
- Open, inquisitive, and collaborative mindset. You'll be working at the intersection of customer engagement, project management, business development, software engineering, and scientific research and development. It's about synthesizing the capabilities and contributions of those different teams to provide a great customer experience.
Life at Kairos
A few important facts about working at Kairos Aerospace:
- We provide health, dental, and vision insurance, including subsidized coverage for dependents. Our 401K plan provides a 50% employer match on employee contributions up to 8%.
- We think death-march hours are a bad way to run a company. We expect something approximating a 40-hour workweek, but mostly we just care that your work gets done. No, really. (Full disclosure: we occasionally put in some extra hours during crunch periods, but that is the exception, not the norm).
- We do not track vacation time, nor do we have set hours to be in the office. Instead, we encourage taking real vacations, mental health days, leaving early to pick up the kids, working from home, time-shifting commutes, staying home when you're sick, ducking out to the gym - we believe work time should be flexible.
In this time of the Covid-19 pandemic, we have transitioned to 100% remote work aside from hardware, flight operations, operations engineers, or any role that specifically states it is in the office. For most positions, we plan to continue having remote opportunities in perpetuity.
(We love it when kids make a cameo in a video call.)
Kairos Aerospace is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.
This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Kairos makes hiring decisions based solely on qualifications, merit, and business needs at the time.
