Presales Solutions Principal, Strategic Account Manager

This is a fully remote position, open to applicants in Massachusetts.

📋 Description

• Act as CustomerGauge's trusted advisor for midmarket and enterprise prospects and clients throughout North America.

• Manage the technical aspects of intricate, high-value presales sales cycles.

• Lead discovery sessions, solution architecture, proof-of-concept initiatives, and executive presentations.

• Collaborate with the sales team to shape and expedite deals from both a technical and domain perspective.

• Convert complex business and technical requirements into solution designs that encompass integration architecture, data flows, program configuration, and implementation strategies.

• Assist in responding to RFPs and security questionnaires, and support technical deep-dives with IT, data, and operations stakeholders.

• Engage with stakeholders ranging from IT architects and program owners to C-suite executives.

• Transition newly closed accounts into long-term managed relationships.

• Oversee renewals, upsells, and multi-year expansions for strategic accounts.

• Continue to serve as a trusted advisor for a portfolio of strategic accounts.

• Develop and maintain executive-level relationships.

• Conduct executive business reviews that link CustomerGauge outcomes to customer revenue, retention, and loyalty metrics.

• Proactively identify and manage risks by surfacing churn signals and developing mitigation plans.

• Collaborate with CustomerGauge services and executives to achieve customer outcomes.

• Represent the voice of the customer within the organization to influence product direction and roadmap priorities.

⛳️ Requirements

• Over 10 years of experience in presales solutions consulting, with additional responsibilities in account management or customer success, preferably in B2B SaaS.

• Extensive, hands-on expertise in NPS, customer experience measurement, or customer feedback programs; experience designing and implementing Voice of the Customer (VoC) programs.

• Proven capability to lead complex technical sales cycles at the enterprise level, encompassing solution architecture, integration design, RFP responses, and proof-of-concept engagements.

• A demonstrated history as a technical trusted advisor.

• Experience in managing strategic accounts post-close, including renewals, expansions, and fostering executive relationships.

• Comfortable handling commercial discussions and negotiating contracts.

• Strong executive presence.

• Outstanding communication and presentation abilities.

• Bachelor's degree is required.

• Familiarity with Salesforce or similar CRM platforms.

🏝️ Benefits

• Flexible remote work arrangement.

• Occasional travel to customer locations across North America and to the Amsterdam headquarters.