Senior SaaS Client Relationship Manager

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

📋 Description

• Oversee enterprise and large retail clients with 75 or more locations for Eyefinity.

• Enhance the usage of Eyefinity’s SaaS platform and optimize business value realization.

• Manage high-profile multi-location accounts linked to significant company initiatives.

• Monitor key accounts, identify issues, escalate them appropriately, and drive effective solutions.

• Deliver expert consulting on the platform and optical industry to achieve measurable results for clients.

• Suggest and develop workflow processes and system modifications that support customer and enterprise objectives.

• Create and maintain account/success plans for each client.

• Perform quarterly business reviews.

• Build and maintain relationships with executives and key accounts while emphasizing platform value.

• Identify customer pain points and collaborate with internal teams to develop solutions.

• Document account requirements and coordinate with Product Management regarding product roadmap inclusion.

• Contribute to departmental and organizational projects, task forces, and client-focused initiatives.

• Provide subject matter expertise for internal software initiatives and projects.

• Represent the Voice of Customer in product development and feedback, collaborating with Sales, Product, Engineering, Support, and Marketing.

• Balance customer advocacy with business goals and objectives.

• Collaborate with Support to minimize support costs through metrics analysis, knowledge-gap identification, training, and related activities.

• Lead strategic marketing initiatives with key accounts by promoting the value of Eyefinity products.

• Work with third-party vendors to address challenges and opportunities, driving additional revenue.

• Mentor other Client Relationship Managers by providing recommendations, tools, processes, and training.

⛳️ Requirements

• Bachelor’s degree in Business Administration or a related field, or equivalent experience.

• At least 4 years of account management experience.

• A minimum of 4 years in retail/operations management within the multi-location optical industry.

• Comprehensive understanding of the software and optical industry.

• Subject matter expertise in all Eyefinity products and services.

• Demonstrated strong leadership and communication skills with the ability to influence business partners and effectively collaborate with senior management.

• Capability to lead account-related project teams.

• Ability to manage multiple concurrent account implementations and business challenges.

• Proven adaptability to rapid changes and effectiveness within an agile environment.

• Skill in targeting communication to diverse audiences, including Eyefinity senior management and external organizations.

• Established problem identification and solving skills.

• Willingness to travel.

• For remote positions, high engagement in virtual settings, including maintaining camera presence during meetings.

• Must adhere to VSP Vision Information Security and Privacy Policies when handling sensitive personal information.

• Must be open to pre-employment substance abuse testing.

🏝️ Benefits

• Eligible bonuses and commissions may form part of the compensation package.

• VSP Vision benefits are available (specific benefits not detailed in the posting).