Strategic Account Manager
We’ve been forging digital transformation through the lens of Salesforce for 20+ years for 3,000+ customers across the globe. We are a Salesforce Ventures-backed, Summit status, Marketing Cloud Full Stack Partner. We are a cross-cloud shop with an emphasis on Agentforce, Data Cloud, Loyalty Cloud, Personalization, Intelligence, Marketing Cloud Engagement, Service Cloud, and Sales Cloud.
We accomplish incredible digital transformation for our customers with incredible people. We’ve always held to the fact that talent trumps location, but culture trumps talent. We care about our people and we care about our customers.
About the Role:
The Strategic Account Manager will be the primary owner of services renewals and growth, and will own key client relationships and customer satisfaction to drive client retention for ListEngage. As a Strategic Account Manager, you will be a trusted advisor to your clients to increase the value our solutions deliver to their organization. You are passionate about building strong client relationships, delivering value, and identifying growth potential. The success of this role means higher client satisfaction, retention, and expansion of ListEngage business.
Duties & Responsibilities:
Develops relationships within strategic clients to drive services renewal, and increase revenue and customer satisfaction
Manage a portfolio of clients ~$5MM in annual revenue
Pursues relationships with potential new points of contact and identifies business opportunities to upsell services to current and new lines of business
Drives retention and growth among clients by understanding their business needs and helping them succeed
Maintains a cadence of communication with clients to ensure customer satisfaction and promote ongoing contract renewal for managed and campaign services
Develops account plans complete with stakeholder mapping, services and solutions footprint and roadmap, opportunity and risk tracking
Delivers QBRs to demonstrate the ROI and value proposition for ongoing managed services with a focus on the higher order business objectives of the client, and related KPI analysis
Able to “tell the story” about how clients’ challenges were identified and resolved
Build trusted partnerships with clients’ stakeholders to develop a reputation for problem solving and process improvement
Partners with and advises internal teams on services improvements and suggestions based on client feedback
Provides sales quotes and responds to requests for proposal, including SOW and Change Order contracting
Independent and collaborative work responsibilities, which align with both Sales and Services Delivery departments
Part of the Sales team as a resource responsible for bookings renewal and growth, and corresponding revenue
Interfaces with Services Delivery team(s) and key stakeholders to understand project health and potential risks, develops and facilitates mitigation strategies, leads escalation management
Provides input to strategic decisions that affect the functional teams supporting client engagements
Other duties as assigned
Education and Experience Requirements:
5+ years of experience supporting clients in an account management and/or customer success capacity, preferably in the Healthcare & Life Sciences industries
Strong understanding of the Salesforce platform including but not limited to the Marketing Cloud suite, Data Cloud, and CRM
Natural problem-solver: comfortable with complexity and ambiguity
Experience motivating functional teams including technical and production teams
Demonstrated knowledge and experience actively working with clients and internal solutions engineering and delivery teams to deliver valuable platform solutions for clients
Salesforce certification(s) preferred
Knowledge, Skills and Abilities:
Capable of resolving escalated issues arising from Services Delivery operations by coordinating with Project Manager(s), Service Delivery Manager(s) and Account Executive(s)
Has a detailed knowledge and understanding of services offered and use case application - ensures that services consistently meet client expectations
Strategic mindset with experience in owning client engagements and identifying opportunities for expansion within client accounts and business units
Ability to work during normal US business hours
What We Offer:
Competitive salary and performance-based incentives
Comprehensive benefits package, including health, dental, and vision insurance
Opportunities for professional development and career growth
A collaborative and inclusive work environment
Why You Should Join Us:
100% CEO approval on Glassdoor
Small but mighty team of ~150 Engagers
Values that drive us: Be Great at What You Do, Be Growth Oriented, Be a Team Player, Own It
100% remote work arrangements (minimal travel may be required per client need)
If you’re interested, so are we! Send your resume our way, and we’ll contact you for a phone interview if you meet qualifications
We are an equal opportunity employer and love diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, or disability status.