Senior SaaS Client Relationship Manager
New
V
VSP VisionOptical SaaS
United StatesFull-TimeManager
SalaryUSD 63000 - 108675 / year
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Job Details
- Experience
- 4+ years of account management experience; 4+ years of retail/operation management within the multi-location optical industry environment
- Required Skills
- Problem SolvingAccount ManagementCross-functional collaboration
Requirements
- Bachelor’s degree in Business Administration or a related field, or equivalent experience.
- 4+ years of account management experience.
- 4+ years of retail/operations management within a multi-location optical industry environment.
- In-depth understanding of software and the optical industry.
- Subject matter expertise with Eyefinity products and services.
- Strong leadership and communication skills, including the ability to influence business partners and work 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 identify problems and develop solutions.
- Ability to travel.
- For remote or hybrid roles, ability to stay engaged in virtual environments, including maintaining camera presence during meetings.
Responsibilities
- Manage high-profile multi-location accounts with 75 or more locations and accounts central to company initiatives.
- Monitor key accounts, escalate client issues to appropriate business partners, and drive solutions.
- Use platform and optical industry expertise to provide consulting that yields measurable results for clients.
- Develop account and success plans, conduct quarterly business reviews, and build relationships with account executives and key individuals.
- Identify customer pain points and collaborate internally to find solutions.
- Document account requirements and work with Product Management on product roadmap opportunities.
- Represent the voice of the customer and partner with Sales, Product, Engineering, Support, and Marketing on satisfaction and retention.
- Analyze support metrics and knowledge gaps, and partner with Support to implement activities that reduce support cases.
- Mentor other Client Relationship Managers by providing recommendations, tools, processes, and training.
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