Account Manager

Nedap Inc•Burlington, MA

16h•Hybrid

About The Position

At Nedap Retail, the Account Manager joins the Customer Engagement team to drive customer retention and business growth while building lasting relationships with global retail brands. The role focuses on strengthening and expanding relationships with existing customers, growing revenue, and ensuring customer success aligns with business outcomes. The Account Manager serves as a strategic partner, identifying opportunities and providing a seamless customer experience across touchpoints. The position is hybrid and based in Burlington, Massachusetts, with in-office presence required two days per week. Domestic and international travel, including trips to the company’s headquarters in the Netherlands, is required at 35%. Candidates must hold a valid U.S. driver’s license and be eligible for U.S. employment. The work involves prolonged desk work and computer use, and occasionally lifting and carrying items weighing 15–20 pounds.

Requirements

6–8+ years of experience in Account Management, Customer Success, or similar client-facing roles.
Strong business acumen and ability to develop customized approaches aligned with customer needs.
Ability to engage varied stakeholders, build meaningful relationships, and support value-creating deal conversations.
Ability to independently plan and manage multiple complex projects simultaneously.
Ability to coordinate cross-functional teams and ensure timely alignment with customer business objectives.
Excellent written and verbal communication, presentation, and stakeholder-engagement skills; ability to explain complex solutions accessibly.
Hands-on, agile, and solution-oriented approach, with the ability to take initiative and drive solutions independently.
Valid U.S. driver’s license and eligibility for U.S. employment.
Ability to work in a hybrid arrangement in Burlington, MA, with in-office presence two days per week and 35% domestic and international travel.
Ability to perform prolonged desk and computer work and occasionally lift and carry items weighing 15–20 pounds.

Nice To Haves

Experience in SaaS or retail technology.

Responsibilities

Build and maintain long-term relationships with customer stakeholders and decision-makers, acting as a trusted strategic partner.
Identify and drive upsell and renewal opportunities by understanding customer needs, business drivers, and future plans.
Develop and execute strategic account plans aligned with customer goals and the broader partnership vision.
Lead existing commercial discussions, prepare proposals, manage pricing negotiations, and ensure contract renewals are completed seamlessly and on schedule.
Identify and share cross-sell opportunities with Sales partners.
Advocate for customer needs internally and influence product development, marketing initiatives, and service improvements.
Partner with Implementation and Customer Success Managers to coordinate customer health, satisfaction, and expansion activities.
Maintain accurate account records in CRM tools and report pipeline activity, renewal status, and revenue forecasts to leadership.
Monitor industry trends, competitor activity, and customer developments to position solutions proactively and grow accounts.