Strategic Account Manager

You will primarily be responsible for retaining and growing the existing enterprise revenue. You will do that by monitoring churn risk, facilitating customer adoption, and expanding revenue for existing customers.  You will proactively identify engagement opportunities across a number of accounts to focus efforts based on value, perceived health, potential growth, strategic value, and renewal timeframe. 

You are responsible for reducing churn risk, aligning customers’ business goals to TCP capabilities, assisting with escalations, understanding customer expectations, and sharing best practices. You’ll leverage industry best practices to grow strategic customers. The end result is increased customer satisfaction, retention, and expansion of the TCP footprint.  

As a Strategic Account Manager, you will: 

• Optimize the customer lifecycle from onboarding to renewal 
• Report effectiveness of team’s efforts through industry standard and use case specific metrics and KPIs 
• Increase the lifetime value of accounts and reduce churn by maximizing product adoption, monitoring customer satisfaction (NPS), and improving overall account health 
• Provide feedback and insights that help define and enhance our product roadmap, marketing collateral, upsell, and renewal strategies 
• Ensure global strategic account success 
• Ensure that customers derive maximum value from their investment in TCP products, identify new opportunities, and collaborate with appropriate business units to ensure growth 
• Partner with all necessary departments within TCP to ensure removal of barriers to maximum adoption.   
• Effectively network within accounts from the C-Level down in order to achieve successful execution of the customer's expectations where appropriate, resetting them when applicable 
• Respond to customer escalations for accounts under management 

 You are a strong fit for this role if you have:  

• Bachelor’s Degree in related field required 
• 5+ years of experience in customer-facing teams 
• Demonstrable experience in ensuring customer success with SaaS application deployed at large global organizations 
• Proven experience working with global teams  
• A strong understanding of Salesforce.com, Tableau, Jira, Confluence, and O365 
• Executive-level communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and foster honest dialog 
• Ability to prioritize, and perform effectively under pressure 
• Strong knowledge of business processes, mobile business applications, and automation 
• Proven effectiveness at leading and facilitating meetings and workshops 
• Enthusiasm and creativity as a leader  
• Experience driving a high NPS rating 
• An analytical mind: You will use frameworks, data, key metrics, and analytical tools to help structure the team’s thinking, evaluate, and optimize the customer experience and facilitate alignment across multiple stakeholders to reach insightful, actionable answers to challenging and ambiguous problems 

Benefits: 

• Competitive salary based on experience
• 20 days PTO and 13 days of companywide holidays
• 8 hours to volunteer and impact your community
• Comprehensive benefits (Health/Dental/Vision/401K)
• The work/life set up you need to be successful.

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