Senior Account Manager

The Senior Account Manager serves as the primary relationship owner for an assigned group of client accounts. This role holds a high level of responsibility for maintaining customer satisfaction, customer retention, and operational excellence. As a strategic member of the team, this individual will ensure clients derive maximum value from our services and product offerings, have the foresight to identify new revenue opportunities from existing accounts, and an in-depth understanding of the clients' individual experiences to prevent potential issues before they arise.

Primary Responsibilities:

• Ownership of revenue targets and strategic direction for assigned portfolio
• Build strong and deep relationships with multiple levels of account stakeholders throughout the customer organization
• Identify and pursue white space for assigned portfolio with a focus on consultative selling and value creation for customers
• Pull strong opportunity pitches together and organize internal teams on brainstorming and storyboarding exercises
• Organize and coordinate Executive Business Reviews and other key discussions between executive management team and senior customer stakeholders
• Manage complex enterprise accounts with multiple delivery workstreams and day-to-day support activities
• Prepare and negotiate contracts for enhancements, products, and professional services with customer stakeholders
• Serve as the advocate of the customer, maintain customer pulse, and engage all necessary internal teams to assist with requests or resolution
• Assign priorities and drive direction based on customer feedback and/or based on the defined business process
• Document all communication clearly with customers and internal teams and ensure appropriate action items are assigned, understood and completed
• Utilize technical, domain and platform expertise to manage customer expectations by delineating between product bugs vs product enhancements
• Work closely with Project Managers on account strategy from delivery and satisfaction perspective
• Work alongside geographically dispersed services & development teams to maintain understanding on delivery timelines and project status
• Articulate and manage report-out on assigned portfolio to executive management team
• Work closely with Finance on billing set up and invoicing
• Manage customer activity with CRM tools for maximum efficiency and visibility

Required Skills and Education:

• Bachelor's degree in relevant field
• 5 years of experience in account management/customer success role in a Financial, Banking, or Enterprise software and services organization
• Experience providing customer relationship management, support and/or inside sales
• Experience in Account and Opportunity management in Salesforce
• Strong approach to deadline-driven delivery mindset
• Basic understanding of Financial/Managerial accounting
• Strong understanding of the software development life cycle
• Independent self-learner
• Ability to travel up to 30%