Senior SaaS Client Relationship Manager
About The Position
The Senior SaaS Client Relationship Manager manages high-profile enterprise and large retail customers with 75 or more locations for Eyefinity. The role helps customers increase adoption of Eyefinity’s SaaS platform and realize business value by applying expert product knowledge, optical-industry expertise, and consultative relationship-management skills. It proactively identifies and resolves account challenges, strengthens customer relationships, and helps evolve internal and external processes in support of customer and enterprise initiatives. The manager serves as a customer advocate and subject matter expert, working cross-functionally with Sales, Product, Engineering, Support, Marketing, and third-party vendors. The role develops account success plans, conducts quarterly business reviews, contributes to product feedback and strategic marketing initiatives, and mentors other Client Relationship Managers. The position requires the ability to travel. The posting does not specify a required work location or work arrangement.
Requirements
- Bachelor’s degree in Business Administration or a related field, or equivalent experience.
- At least 4 years of account management experience.
- At least 4 years of retail or operations management experience in a multi-location optical-industry environment.
- In-depth understanding of software and the optical industry.
- Subject matter expertise in Eyefinity products and services.
- Strong leadership and communication skills, with the ability to influence business partners and partner effectively with senior-level management.
- Ability to lead account-related project teams.
- Ability to manage multiple concurrent account implementations and business issues.
- Ability to adapt quickly to change and work effectively in an agile environment.
- Ability to tailor communication to audiences including Eyefinity senior management and outside organizations.
- Proven problem-identification and problem-solving capabilities.
- Ability to travel.
- For remote or hybrid roles, ability to demonstrate high engagement in virtual environments, including maintaining camera presence during meetings.
Responsibilities
- Manage all high-profile multi-location accounts with 75 or more locations, including accounts that are key to company initiatives and other lines of business.
- Proactively monitor key accounts to identify problematic issues, escalate client issues to appropriate business partners, and drive solutions.
- Use expert platform and optical-industry knowledge to provide in-depth consulting that produces measurable results for clients.
- Recommend and develop workflow, process, and system changes that improve service for external customers while supporting enterprise initiatives.
- Develop and maintain account and success plans outlining strategies, initiatives, and key activities that help customers use the Eyefinity platform successfully.
- Conduct quarterly business reviews.
- Build and nurture relationships with account executives and key individuals, and highlight the value of the platform.
- Uncover customer pain points through consultative engagement and collaborate internally to find solutions.
- Document specific account requirements as applicable and work with Product Management to consider them for the product roadmap.
- Contribute to and collaborate on department and organizational projects, task forces, and client-focused initiatives.
- Provide subject matter expertise for internal software initiatives and projects.
- Represent the voice of the customer in ongoing product development and feedback, partnering with Sales, Product, Engineering, Support, and Marketing to support satisfaction and client retention.
- Balance customer advocacy with the company’s business goals and objectives.
- Partner with Support to analyze metrics, identify knowledge gaps, and implement training or other activities that reduce support cases and costs.
- Promote Eyefinity products to key accounts through satisfaction and service-performance results, technology advancements, and quality or production advancements.
- Collaborate with third-party vendors to address business challenges and opportunities and drive additional revenue for Eyefinity.
- Mentor other Client Relationship Managers by providing recommendations, tools, processes, and training to advance team goals and compliance.
Benefits
- The compensation package may include eligible bonuses and commissions.
- VSP Vision benefits are referenced, but specific benefits are not listed.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
