Strategic Account Manager

Summary

Join Panopto as a Senior Account Manager and build strong customer relationships in Japan and across APAC. You will manage existing clients, focusing on upselling and software renewals. This role requires strong sales skills, experience managing complex accounts, and mentoring junior team members. You will develop account strategies, provide sales forecasts, and conduct market research. The position demands native Japanese and working English proficiency, along with extensive B2B software sales experience. Panopto offers a remote-first work environment.

Requirements

• Native proficiency in Japanese and working proficiency in English
• Customer Success or Account Management experience
• Minimum 10 years experience in B2B software/ SaaS/ technology sales
• Advanced expertise in negotiation, strategic planning, and industry knowledge
• Ability to balance compelling business-focused presentations and effectively demonstrate technology products to audiences of various levels of technical proficiency
• Willingness to travel

Responsibilities

• Assist customers and partners throughout the customer lifecycle, from initial onboarding, to license renewals and ongoing adoption, helping customers unlock the most value from our products and service
• Serve as the primary point of contact for assigned accounts, addressing customer inquiries, and providing excellent customer service
• Establish, maintain, and facilitate relationships through effective communications with customers at multiple levels within organizations
• Effectively handle complex negotiations and resolve significant client issues independently
• Understand customer business needs, objectives, and challenges to proactively identify growth opportunities
• Collaborate closely with the sales and marketing teams to develop targeted strategies and campaigns to maximize upselling potential
• Manage the software renewal process for assigned accounts, ensuring timely and successful contract renewals
• Proactively engage with clients to discuss their current usage, address any concerns, and present upgrade options to ensure customer satisfaction and retention
• Negotiate renewal terms, pricing, and contractual agreements in collaboration with the legal and finance departments
• Develop and shape account strategies to achieve upselling and renewal objectives
• Provide strategic input to senior leadership and lead initiatives to drive account expansion and deeper client engagement
• Monitor account usage and health, revenue performance, and customer satisfaction metrics regularly, to mitigate customer risk, champion customer feedback, and drive revenue opportunities in the region
• Provide accurate sales forecasts and pipeline updates to management, leveraging CRM tools and reporting systems
• Maintain a thorough knowledge of a complex technology platform to deliver training and feature demonstrations to customers and partners, to showcase the value and benefits of recommended software enhancements
• Advise clients on anticipating future needs and trends, convert customer obstacles into opportunities and recommend appropriate solutions that result in retention or expansion
• Stay updated on industry trends, market dynamics, and competitive landscape
• Conduct market research and analysis to identify new business opportunities and potential target accounts
• Collaborate with the marketing team to provide insights and contribute to the development of effective sales and marketing materials

Preferred Qualifications

• Expertise in using CRM to record, communicate, and report on activities, particularly Salesforce.com
• Experience working within global companies with overseas headquarters
• Knowledge of video, communications, or learning technologies
• Key interpersonal traits: motivation, creativity, adaptability, unquestionable ethics & integrity, and a willingness to take calculated risks

Benefits

Employees in this position are eligible to work remotely