Remote Strategic Account Manager

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TCP Software

๐Ÿ“Remote - Worldwide

Job highlights

Summary

Join TCP on their journey of growth and success as a Strategic Account Manager, responsible for retaining and growing existing enterprise revenue by monitoring churn risk, facilitating customer adoption, and expanding revenue for existing customers.

Requirements

  • Bachelorโ€™s Degree in related field required
  • 5+ years of experience in customer-facing teams
  • Demonstrable experience in ensuring customer success with SaaS application deployed at large global organizations
  • Proven experience working with global teams
  • A strong understanding of Salesforce.com , Tableau, Jira, Confluence, and O365
  • Executive-level communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and foster honest dialog
  • Ability to prioritize, and perform effectively under pressure
  • Strong knowledge of business processes, mobile business applications, and automation
  • Proven effectiveness at leading and facilitating meetings and workshops
  • Enthusiasm and creativity as a leader
  • Experience driving a high NPS rating
  • An analytical mind: You will use frameworks, data, key metrics, and analytical tools to help structure the teamโ€™s thinking, evaluate, and optimize the customer experience and facilitate alignment across multiple stakeholders to reach insightful, actionable answers to challenging and ambiguous problems

Responsibilities

  • Optimize the customer lifecycle from onboarding to renewal
  • Report effectiveness of teamโ€™s efforts through industry standard and use case specific metrics and KPIs
  • Increase the lifetime value of accounts and reduce churn by maximizing product adoption, monitoring customer satisfaction (NPS), and improving overall account health
  • Provide feedback and insights that help define and enhance our product roadmap, marketing collateral, upsell, and renewal strategies
  • Ensure global strategic account success
  • Ensure that customers derive maximum value from their investment in TCP products, identify new opportunities, and collaborate with appropriate business units to ensure growth
  • Partner with all necessary departments within TCP to ensure removal of barriers to maximum adoption
  • Effectively network within accounts from the C-Level down in order to achieve successful execution of the customer's expectations where appropriate, resetting them when applicable
  • Respond to customer escalations for accounts under management

Benefits

  • Competitive salary based on experience
  • 20 days PTO and 13 days of companywide holidays
  • 8 hours to volunteer and impact your community
  • Comprehensive benefits (Health/Dental/Vision/401K)

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