Strategic Account Manager

The Strategic Account Manager (SAM) acts as the primary postonboarding liaison and a trusted advisor for clients. The SAM is crucial for driving customer retention satisfaction and loyalty by ensuring customers successfully adopt the product as intended drive usage expansion through strategic upsell opportunities as well as utilize and derive maximum value of the Service Pro platform.

The SAM is responsible for a portfolio of accounts. Partnership and collaboration are driven via a regular communication cadence and guidance for the customer is formulated by the MSI Scorecard for Success. The SAM will guide customers to achieve their business goals and maximize value from their investment. You will serve as the main point of contact developing a deep understanding of the clients business technical landscape including short and longterm objectives and challenges.

Technical Proficiency:

• You must successfully pass a companyadministered assessment demonstrating proficiency in our product(s) and relevant technologies within 60 days of employment.
• You have experience working through challenging customer relationships AND technical issues and can successfully communicate and coordinate with internal departments and the customer to solve issues.
• You have the proven ability to learn and adapt quickly to new technologies product features and technical concepts.
• Familiarity with relevant technical domains (e.g. cloud platforms APIs databases/SQL networking) is desirable.

Excellent Communicator:

• You are an effective communicator with excellent interpersonal and written/verbal skills.
• You are comfortable leading training or product sessions during user conferences or online user sessions.
• Your communication is critical to overall customer engagement and your approach is an always communicate coupled with a transparency creates trust approach

ProblemSolver & Analytical:

• Strong analytical capabilities to effectively understand business concepts and understand client data interpret complex workflows and develop effective solutions with a PDCA orientation Plan Do Check & Act mentality.

CustomerFocused & Passionate:

• You are passionate about helping your customers maximize the technical benefits and value derived from our solutions and understand the importance of technical success to the account and the individual.
• You possess a business acumen to align business solutions with customer goals.
• You are proactive in managing customer renewals and maintaining longterm engagement ensuring high retention and satisfaction.
• You have demonstrated success at building trusted relationships with customers.

Organized & Proactive:

• Strong timemanagement organizational and basic project management skills.
• Ability to manage multiple competing priorities communicate deadlines and dependencies effectively.
• You maintain accurate forecasting of renewals and upsell opportunities and coordinate crossfunctionally to drive results.
• Proactive selfstarter with a record of producing results with minimal direction.

Resilient:

• You can withstand and recover quickly from difficult situations and are persistent in resolving customer technical challenges. Responsiveness in escalated situations comes naturally to you.

Curious:

• You are steadfast and will actively investigate pursue and tackle technical challenges to the benefit of your customer.

Wed like you to have:

The ability to work successfully on a team comprised of multiple internal teams and resources

Excellent interpersonal written/verbal communication and organizational skills

Strong timemanagement skills and abilities to communicate deadlines and dependencies

Experience with Microsoft Office and presentation tool skills

Solid understanding of ERP CRM and Mobile systems and their application in fieldoriented businesses

Commitment to and sense of urgency for project timelines