Strategic Account Manager

Overview:

We are seeking a highly motivated and customer-focused individual to join our team as a Strategic Account Manager. In this pivotal role, you’ll be tasked with forging strategic partnerships with your clients, ensuring both the retention and growth of your assigned portfolio. The ideal candidate will be a skilled communicator and problem-solver with a passion for driving client satisfaction and loyalty. 

Responsibilities 

Client Relationship Management 

• Manage relationships with key business stakeholders, ensuring that they are seeing value realization with Zoovu.  

• Create 360 success plans to ensure there is a path towards successful value realization and ROI.  

• Obtain a deep understanding of customers' business goals and challenges. 

• Stay informed about product updates, industry trends, and market insights to guide customers on maximizing the value of the product or service. 

• Encourage and facilitate customer advocacy, such as testimonials, case studies, and references. 

Retention and Growth 

• Proactively identify and address any potential issues that may impact renewals. 

• Manage the renewal process in service of the company’s GRR goal.  

• Identify and close expansion opportunities in service of the company’s NRR goal. 

• Negotiate contracts and close agreements to maximize profits. 

• Collaborate on value realization 

• Partner with the Technical Solutions team so clients’ goals are reached through effective use of our product  

• Act as the main point of contact alongside the Technical Solutions team for escalated issues and work to resolve them promptly.  

• Act as a liaison between customers and internal teams to communicate needs and feedback.  

• Utilize data to assess customer health and identify opportunities for improvement, ensuring a data-driven approach to customer success.  

• Negotiate contracts and close agreements to maximize profits. 

• Share best practices, industry knowledge, and insights to enhance the team's performance.  

• Help onboard new team members.  

Requirements 

• 5-6 years in customer facing roles.  

• Proven success track record work experience as an Account Manager, Strategic Account Manager, Customer Success Manager, or equivalent. 

• Demonstrated ability to communicate, present, and influence key stakeholders at all levels of an organization, including executive and C-level. 

• Solid experience with CRM software (e.g., Salesforce) 

• Experience working in Customer Success/Strategic Account Platforms (e.g. Gainsight) 

• Experience delivering client-focused solutions to customer needs. 

• Proven ability to manage multiple account management projects at a time while maintaining sharp attention to detail. 

• Excellent listening, negotiation, and presentation abilities.