TCP Software · 2 days ago

Strategic Account Manager

United States

Full-time

Remote

Mid, Senior Level

5+ years exp

Maximize your interview chances

Document ManagementHuman Resources

No H1B

Insider Connection @TCP Software

Discover valuable connections within the company who might provide insights and potential referrals.
Get 3x more responses when you reach out via email instead of LinkedIn.

Responsibilities

Optimize the customer lifecycle from onboarding to renewal

Report effectiveness of team’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

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Customer successSaaS experienceSalesforce.comExecutive communicationAnalytical skillsBusiness processesMeeting facilitationTeam collaborationConflict mediationCreativity

Required

Bachelor’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 team’s thinking, evaluate, and optimize the customer experience and facilitate alignment across multiple stakeholders to reach insightful, actionable answers to challenging and ambiguous problems