Strategic Account Manager (Account Manager 3)

Convergence Networks•Milwaukie, OR

6d•$79,000 - $94,000

About The Position

Convergence Networks is seeking an experienced, technically knowledgeable Account Manager for its Business Services Team. The role helps customers get the most value from Convergence Networks’ managed IT and cybersecurity services by providing support, guidance, and strategic advice throughout the customer journey. Account Managers help drive adoption of technology and services, customer success, satisfaction, and retention. The Strategic Account Manager independently leads customer value discussions, builds relationships with customer decision-makers and other stakeholders, and advocates for customer outcomes across internal teams. The role also manages escalations and customer interactions, supports renewals and churn mitigation, coordinates new-customer transitions into steady-state service, and contributes to sales opportunities and service improvements.

Requirements

At least 5 years of client relationship management or account management experience.
At least 5 years of experience in the MSP, IT, or cybersecurity industries.
Extensive experience managing large, complex accounts with multiple lines of business and stakeholders.
Extensive experience driving technology adoption and managing a sales funnel.
Ability to work independently with minimal leadership support.
Ability to identify customer buying landscapes and maintain relationships with critical decision-makers.
Superior organizational skills and ability to adapt to rapidly evolving environments.
Excellent written and verbal communication skills.
Ability to promote team culture by independently solving organizational problems and driving efficiencies.
Ability to organize and conduct speaking engagements for internal groups without leadership assistance.

Nice To Haves

Security+, Network+, CISSP, or other relevant certifications.

Responsibilities

Drive customer adoption and engagement with Convergence Networks services through positioning, education, and alignment with customer business outcomes.
Organize and lead quarterly customer value discussions independently.
Complete Account Mapping Templates and build and maintain relationships with key customer decision-makers, champions, and influencers.
Advocate for customers within internal stakeholder groups to drive tangible outcomes.
Manage customer retention and ensure customers are on track for contract renewals.
Identify and mitigate risks related to potential customer churn, including use of playbooks and churn war rooms.
Work with Convergence Networks’ Executive Leadership Team to strategically align and coordinate engagement.
Act as the primary customer contact for escalations, special requests, quoting, billing issues, and related matters.
Promote customer self-service capabilities to optimize interactions and reduce friction.
Coordinate customer interactions, including regular meetings, working sessions, and escalation calls, with customers and internal teams.
Oversee transitions from deployment to steady-state service and establish an operating cadence for new customers.
Define, create, and execute service improvement plans.
Manage a sales funnel and forecast and convert monthly opportunity bookings.
Navigate internal teams to obtain answers and resolve customer issues independently.
Explain Convergence Networks’ offerings, benefits, standard operating procedures, and deliverables to customers.
Negotiate pricing, lead value discussions, and handle customer objections independently.