Strategic Account Manager

MAIN RESPONSIBILITIES

The following is a nonexhaustive list of responsibilities and areas of accountability of the Account Manager:

• Responsible for developing and executing long term strategic account plan(s)
• Develop maintain & grow business relationships with existing clients
• Evaluate changes in the marketplace product and service offerings buying processes and competitors for purposes of defining and adjusting the assigned account strategies and specific objectives
• Initiate and foster new relationships within existing customers identify their needs and manage appropriate service to meet those needs and drive cross solution opportunities.
• Manage opportunities cross solutions and pipelines. Analyze the account potential i.e. booking/project activity service mix purchased use of additional services and other qualifiers. Track opportunities in Salesforce for centralized tracking and reporting
• Develop and maintain a rolling 12month bookings forecast in Adaptive
• Achieve existing and addon bookings quota for assigned customers/squads
• Identify and capture evolving client needs and collaborate with squads to inform the strategic plan
• Engage Squad/Operations Leadership regarding customer escalations/resolutions satisfaction improvement new service onboarding solutions etc.
• Serve as escalation point for businesscritical issues (not day to day production issues)
• Client advocacy to ensure alignment with customers goals objectives and longterm strategy
• Engage and support BDDs and SMEs to identify manage and close customer opportunities. Leverage our collective expertise to set the overall account strategy
• Manage contract (re)negotiation (MSAs SOWs etc). Ensure contracts are in place stored centrally and flag when renewals are approaching
• Engage with the team to manage overdue collections and address DSO

REQUIREMENTS

Education Level

• Bachelors degree (B. A. from a college or university in related field preferred or relevant experience in a related field
  

Experience

• Proven track record of delivering customer value by the understanding and mapping of customer business strategies and objectives to the design and delivery of optimal solutions.
• Vast client relationship management experience including demonstrated dedication at senior and Clevel customer sponsors.
• Demonstrate success in achieving or exceeding bookings quota in similar role(s).
• Proven ability to think strategically and articulate ideas and plans with the professional maturity to participate at senior management level. Excellent interpersonal written and verbal communication skills.
• Demonstrated track record of strong collaboration skills working effectively in a matrixed organization to deliver customer solutions and business results.
• Articulate how globalization services enable customers to achieve their desired business objectives (e.g. enabling global product sales brand protection compliance).
• Experience and skill in participating in new and existing client sales cycles including presentations analysis recommendations and relationship development.
• Availability to travel for work commitments is a must.

Other relevant skills

• Strong negotiation skills.
• Ability to effectively present information to top management.
• Ability to consider multiple perspectives in order to devise the most suitable customer personnel and business strategies.
• Positive attitude in the face of adversity or change.

KEY COMPETENCIES REQUIRED FOR THIS ROLE

• CLIENTCENTRIC:hyper focused on client experience
• RELATIONSHIP ORIENTED:high emotional quotient able to read audienceand tailor communication style. Develop an open and trusting environment internally and externally
• GROWTH & RESULTS ORIENTED:determined toward action and achievinggoals
• COMMUNICATIVE:ability to listen capture client requirements andarticulate a solution.
• CONFIDENT:in self and ability to navigate a myriad of situations comfortableleading and challenging customers
• PASSIONATE:demonstrate that we care and act as a brand ambassador
• INQUISITIVE:appetite to explore internally and externally how we candelight our customers
• RESILIENT:to rapidly pivot difficulties that may arise and reframe them intoopportunities.
• KNOWLEDGEABLE:industry awareness customer intimacy and stronggrounding of service offering capabilities.

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