Account Manager

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 revenuePursues relationships with potential new points of contact and identifies business opportunities to upsell services to current and new lines of businessDrives retention and growth among clients by understanding their business needs and helping them succeedMaintains a cadence of communication with clients to ensure customer satisfaction and promote ongoing contract renewal for managed and campaign servicesDevelops account plans complete with stakeholder mapping, services and solutions footprint and roadmap, opportunity and risk trackingDelivers 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 analysisAble to “tell the story” about how clients’ challenges were identified and resolvedBuild trusted partnerships with clients’ stakeholders to develop a reputation for problem solving and process improvementPartners with and advises internal teams on services improvements and suggestions based on client feedbackProvides sales quotes and responds to requests for proposal, including SOW and Change Order contractingIndependent and collaborative work responsibilities, which align with both Sales and Services Delivery departmentsPart of the Sales team as a resource responsible for bookings renewal and growth, and corresponding revenueInterfaces with Services Delivery team(s) and key stakeholders to understand project health and potential risks, develops and facilitates mitigation strategies, leads escalation managementProvides input to strategic decisions that affect the functional teams supporting client engagementsOther duties as assignedEducation and Experience Requirements:5+ years of experience supporting clients in an account management and/or customer success capacity, preferably in the Healthcare & Life Sciences industriesStrong 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 ambiguityExperience motivating functional teams including technical and production teamsDemonstrated knowledge and experience actively working with clients and internal solutions engineering and delivery teams to deliver valuable platform solutions for clientsSalesforce 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 expectationsStrategic mindset with experience in owning client engagements and identifying opportunities for expansion within client accounts and business unitsAbility to work during normal US business hoursWhat We Offer:Competitive salary and performance-based incentivesComprehensive benefits package, including health, dental, and vision insuranceOpportunities for professional development and career growthA collaborative and inclusive work environmentWhy You Should Join Us:100% CEO approval on GlassdoorSmall but mighty team of ~150 Engagers Values that drive us: Be Great at What You Do, Be Growth Oriented, Be a Team Player, Own It100% 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.

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