Account Manager

Listengage•Framingham, MA

34d•Remote

About The Position

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.

Requirements

5+ years of experience supporting clients in an account management and/or customer success capacity, preferably in the Healthcare & Life Sciences industries
Strong 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 ambiguity
Experience motivating functional teams including technical and production teams
Demonstrated knowledge and experience actively working with clients and internal solutions engineering and delivery teams to deliver valuable platform solutions for clients
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 expectations
Strategic mindset with experience in owning client engagements and identifying opportunities for expansion within client accounts and business units
Ability to work during normal US business hours

Nice To Haves

Salesforce certification(s) preferred

Responsibilities

Develops relationships within strategic clients to drive services renewal, and increase revenue and customer satisfaction
Manage a portfolio of clients ~$5MM in annual revenue
Pursues relationships with potential new points of contact and identifies business opportunities to upsell services to current and new lines of business
Drives retention and growth among clients by understanding their business needs and helping them succeed
Maintains a cadence of communication with clients to ensure customer satisfaction and promote ongoing contract renewal for managed and campaign services
Develops account plans complete with stakeholder mapping, services and solutions footprint and roadmap, opportunity and risk tracking
Delivers 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 analysis
Able to tell the story about how clients challenges were identified and resolved
Build trusted partnerships with clients stakeholders to develop a reputation for problem solving and process improvement
Partners with and advises internal teams on services improvements and suggestions based on client feedback
Provides sales quotes and responds to requests for proposal, including SOW and Change Order contracting
Independent and collaborative work responsibilities, which align with both Sales and Services Delivery departments
Part of the Sales team as a resource responsible for bookings renewal and growth, and corresponding revenue
Interfaces with Services Delivery team(s) and key stakeholders to understand project health and potential risks, develops and facilitates mitigation strategies, leads escalation management
Provides input to strategic decisions that affect the functional teams supporting client engagements
Other duties as assigned