Strategic Account Manager

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

📋 Description

• Take ownership of the overall strategy, executive relationships, and commercial results for a designated portfolio of clients.

• Comprehend the business operations, strategic goals, challenges, and metrics for success of customers.

• Establish and nurture executive relationships with CFOs, CHROs, and other high-level decision-makers.

• Create and manage strategic account plans that encompass stakeholder mapping, priorities, success metrics, ROI opportunities, risk management, renewals, and growth.

• Direct the commercial strategy for renewals, contract negotiations, change orders, cross-selling, and upselling.

• Conduct Executive Business Reviews and engage in conversations with senior-level clients.

• Utilize customer health, adoption, engagement, and support indicators to inform decisions regarding risk, retention, and growth.

• Define the strategic direction for and oversee, mentor, and develop the Customer Success Manager.

• Maintain accurate forecasts for renewals and expansions, along with precise CRM, opportunity, contract, and account records.

• Act as the primary escalation point for significant customer issues that are strategic, commercial, executive-level, or at risk.

• Coordinate resources across various functions including Product, Professional Services, Support, Legal, Finance, Sales, and Leadership.

• Advocate for customers internally and influence product priorities, process enhancements, and initiatives aimed at improving customer experience.

⛳️ Requirements

• A Bachelor's degree or equivalent professional experience is preferred.

• At least 7 years of experience in Account Management, Customer Success, Client Services, SaaS, healthcare technology, or other related customer-facing positions.

• Previous experience managing complex enterprise accounts with multiple stakeholders.

• Proven track record in leading intricate renewal, retention, and expansion efforts, including negotiations, contract strategies, and alignment with executive stakeholders.

• Strong executive presence with the capability to build credibility and trust among senior decision-makers.

• Demonstrated success in developing and implementing strategic account plans for a portfolio of accounts.

• Experience in leading Executive Business Reviews (EBRs) and translating customer outcomes, ROI, and data into a strategic and commercial narrative.

• Proven leadership experience in coaching or mentoring individuals.

• Proficient in using CRM and CPQ or CLM platforms such as Salesforce, DealHub, or similar systems is required.

• Strong analytical skills and business acumen.

• Experience in the healthcare, workforce management, or SaaS industries is strongly preferred.

🏝️ Benefits

• Medical insurance

• Dental insurance

• Vision insurance

• FSA

• HSA

• Life Insurance

• Pet Insurance

• 401(k)

• Bonus opportunity

• Remote work environments as applicable

• Opportunities for professional development and skill enhancement