(USA) Manager, Strategic Account Management

Walmart•Bentonville, AR

3d•$80,000 - $155,000

About The Position

As a Manager of Customer Success & Onboarding for Walmart Business, your role will be to oversee the successful onboarding and integration of new customers within the various customer segments we serve. You will be responsible for ensuring that Walmart Business provides an account configured to our customer's needs as they move through their journey from agreement to purchase from Walmart Business through implementation. You will provide support, training and materials to ensure the customer is comfortable with and successfully using our platform. This customer-facing role requires a problem-solving and customer-first mindset in a fast-paced, "start-up" environment. Overview: Work directly with Territory Account Executives (TAE) and Business Development Account Executives (BDAE) to understand customer needs and expectations from the sales process and solution phase Hold customer kick off sessions, large scale customer webinars, and drive ongoing customer education engagements Have frequent interaction with the Product team to understand the latest feature updates/configurations and share onboarding feedback Contribute meaningfully to the continuous improvement of the onboarding program and scalability / reusability of key assets and materials across customer segments What you'll do... Customer Success & Onboarding Process Management Lead the onboarding process for new B2B customers, fully understanding their requirements, addressing concerns, providing guidance, and managing expectations Set up sites and users/roles, spend limits and approval flows, payment methods, and other relevant account configurations Invite users and assist in logging in, completing the first purchase, downloading the app, and training on platform usage Conduct regular webinars for customers to familiarize them with our products, ordering systems, support procedures, and new features Ensure csutomers are comfortable with and successfully using the Walmart Business platform Process Improvement and Asset Generation / Refinement Evaluate and refine existing onboarding processes to optimize efficiency and effectiveness in collaboration with relevant parties (Customer Care, Marketing, Product) Evaluate and refine existing adoption and expansion processes to optimize efficiency and effectiveness in collaboration with AEs and Business Development Reps (BDRs) Evolve all processes and assets as customer firmographics and needs, Walmart Business plans and commercial bundles, etc. change Reporting and Metrics Analysis Analyze data to identify trends, areas for improvement, and opportunities to enhance the onboarding experience for customersWhat You’ll Bring: Advocate for our organizational customers Act as an intrapreneur—leveraging Walmart assets and building new capabilities Communicate with intent Use data-driven decision making Hand off excellence to teammates, and expect the same in return Recognize there’s no room to say “my side of the ship isn’t sinking” How you’ll make an impact: Advocating for our organizational customers Acting as an intrapreneur—leveraging Walmart assets and building new capabilities Communicating with intent Using data-driven decision making Handing off excellence to teammates, and expecting the same in return Recognizing there’s no room to say “my side of the ship isn’t sinking"

Requirements

Bachelor's degree in Business or a related field
4+ years of experience in customer facing roles
4+ years of experience as an implementation project manager, technical customer success, or in similar roles
Ability to work on multiple implementation projects concurrently
Ability to thoroughly document and produce work products
Tenacious ownership of customers’ issues and follow through to resolution
Strong communication and interpersonal skills
Adaptability
Ability to operate effectively in a fast-paced, evolving environment
Willingness to adapt to changing priorities and market conditions
Demonstrates a willingness to learn from feedback and continuously improve performance

Nice To Haves

Proficient with Salesforce
Familiarity with B2B retail (platforms/value proposition) and procurement
Understanding of the competitive landscape and key players in B2B retail

Responsibilities

Lead the onboarding process for new B2B customers, fully understanding their requirements, addressing concerns, providing guidance, and managing expectations
Set up sites and users/roles, spend limits and approval flows, payment methods, and other relevant account configurations
Invite users and assist in logging in, completing the first purchase, downloading the app, and training on platform usage
Conduct regular webinars for customers to familiarize them with our products, ordering systems, support procedures, and new features
Ensure csutomers are comfortable with and successfully using the Walmart Business platform
Evaluate and refine existing onboarding processes to optimize efficiency and effectiveness in collaboration with relevant parties (Customer Care, Marketing, Product)
Evaluate and refine existing adoption and expansion processes to optimize efficiency and effectiveness in collaboration with AEs and Business Development Reps (BDRs)
Evolve all processes and assets as customer firmographics and needs, Walmart Business plans and commercial bundles, etc. change
Analyze data to identify trends, areas for improvement, and opportunities to enhance the onboarding experience for customers

Benefits

At Walmart, we offer competitive pay as well as performance-based bonus awards and other great benefits for a happier mind, body, and wallet.
Health benefits include medical, vision and dental coverage.
Financial benefits include 401(k), stock purchase and company-paid life insurance.
Paid time off benefits include PTO (including sick leave), parental leave, family care leave, bereavement, jury duty, and voting.
Other benefits include short-term and long-term disability, company discounts, Military Leave Pay, adoption and surrogacy expense reimbursement, and more.
You will also receive PTO and/or PPTO that can be used for vacation, sick leave, holidays, or other purposes.
The amount you receive depends on your job classification and length of employment.
It will meet or exceed the requirements of paid sick leave laws, where applicable.
For information about PTO, see https://one.walmart.com/notices .Live Better U is a Walmart-paid education benefit program for full-time and part-time associates in Walmart and Sam's Club facilities.
Programs range from high school completion to bachelor's degrees, including English Language Learning and short-form certificates.
Tuition, books, and fees are completely paid for by Walmart.
Eligibility requirements apply to some benefits and may depend on your job classification and length of employment.
Benefits are subject to change and may be subject to a specific plan or program terms.
For information about benefits and eligibility, see One.Walmart .
The annual salary range for this position is $80,000.00 - $155,000.00 Additional compensation includes annual or quarterly performance bonuses.
Additional compensation for certain positions may also include : - Stock