Strategic Account Manager

Role Overview

• Executes strategic quarterly or annual business reviews for our Top 50 clients
• Leads the end-to-end renewal process for existing clients, initiating engagement with SalesOps and Leadership at least 6 months prior to contract expiration
• Leverages regular client meetings to identify upsell opportunities and new service needs based on competitor activity and industry trends. Engages Sales to execute and close upsell deals
• Conducts comprehensive formal contract reviews to document terms, requirements and fees. Facilitates audits to ensure we’re billing correctly and applying annual escalators, minimums, annual fees, pass-through fees, etc. Validates adherence to SLAs and service requirements and provides strategic recommendations for adjustments during the upcoming renewal period.
• Acts as the escalation point for tickets managed by Solution Services (Tier 1), ensuring a seamless transition from day-to-day requests to strategic resolution. Works with cross-functional teams to drive resolution and gather RCA and preventative action.
• Manages and prioritizes client enhancement requests
• Proactively requests and manages client volume forecasts on a monthly basis to support internal operations and staff planning.
• Identifies areas for product improvement for assigned customers/market and routes through the appropriate product feedback channels
• Ensures adherence to contractual SLAs and takes proactive action for at-risk SLAs
• Responds to client inquiries and provides updates within established timelines
• Completes monthly client health reporting and takes proactive action to improve at-risk client health
• Acts as a SME (subject matter expert) for assigned clients and markets by maintaining an understanding of client use cases, regulatory shifts and industry trends
• Collaborates with Sales and Implementations to create seamless transitions, consistent expectations and exceptional client experience at all points of the customer relationship
• Provides back up support for team members on PTO
• Trains new team members and cross-train existing team members, as needed
• Creates and updates complex process documentation
• Leads or participates in special ad-hoc projects

Requirements

• 5+ years account management experience
• Experience managing clients at both the business owner and executive levels
• Experience supporting contracting processes (renewals, addendums, amendments)
• Experience developing and delivering strategic presentations to executive-level stakeholders
• Advanced knowledge of Google Workspace and/or Microsoft Office Suite
• CRM experience (Hubspot, Salesforce, etc)
• Ticketing experience (Jira, Azure, etc)
• Bachelor’s Degree or equivalent experience

Tech Stack

• Azure

Benefits

• Health insurance
• Professional development opportunities
• Paid time off