Vertex Inc. · 2 weeks ago
Principal Vertex/Tax Customer Success Account Manager
King of Prussia, PA
Full-time
Onsite
Lead/Staff
$114K/yr - $149K/yr
10+ years expVertex Inc. is a leading provider of tax technology solutions, and they are seeking a Principal Customer Success Account Manager to partner with strategic customers. This role involves providing technical expertise, strategic guidance, and managing customer relationships to ensure the successful adoption and long-term success of Vertex's tax solutions.
LegalEnterprise SoftwareSoftwareComplianceDocument Management
Responsibilities
Serve as the primary technical and relationship owner for designated customer accounts, acting as an escalation point and trusted advisor
Proactively identify customer risks, opportunities, and best practices; provide recommendations, alternatives, and risk/benefit analyses, engaging Vertex SMEs as needed
Drive product adoption, sustained usage, renewals, and referenceability by aligning customer goals with Vertex business strategies
Coordinate cross‑functionally with Support, Professional Services, Sales, Product Management, Development, COE, and Research to manage the end‑to‑end customer experience
Ensure smooth transitions from implementation to steady‑state support, including post‑go‑live readiness and operational alignment
Provide regular customer communications, including status reporting, issue tracking, and proactive notifications of potential impacts
Capture and represent customer intellectual capital to influence Vertex product strategy and roadmap decisions
Lead and sponsor global programs, initiatives, and cross‑functional project teams, fostering strong internal partnerships
Promote and support growth of the monetized Customer Success program, including participation in sales cycles
Leverage Salesforce, Gainsight, and internal tools to document customer engagement, risks, and outcomes
Balance customer expectations with Vertex capabilities; negotiate win‑win solutions to complex technical and business challenges
Opportunity to manage, coach, and develop team members, including performance management, employee development, and retention initiatives
Own and drive high employee engagement and satisfaction through programs and continuous improvement
Prepare and manage budgets as assigned; analyze variances and implement corrective actions
Determine appropriate staffing and resource allocation to meet customer and organizational objectives
Qualification
Required
10+ years of overall professional experience, including 8+ years in applications support or customer‑facing technical roles
4+ years of project management experience in ERP‑integrated, vendor‑interface environments
Strong working knowledge of ERP platforms (SAP, Oracle, Microsoft Dynamics)
Demonstrated expertise in transaction tax systems, automated tax architectures, and tax‑impacting financial transactions
Hands‑on technical understanding of software installation, updates, and enterprise system integrations
Proven ability to manage medium‑to‑high complexity customer accounts and multiple stakeholders
Excellent communication, negotiation, conflict management, and executive‑level presentation skills
Ability to work independently with wide latitude for decision‑making and cross‑functional influence
Equivalent combination of education, training, and relevant professional experience accepted in lieu of a formal degree
Preferred
Bachelor's degree in Business, Computer Science, or related field
Vertex or similar tax product expertise strongly preferred
In‑depth experience with sales & use tax, VAT, and multi‑state taxation
Technical familiarity with Tomcat, Unix/Linux, SQL Developer, SOAP UI, RDBMS tools, XML, and Java
Experience with Big Four or large consulting firms implementing enterprise‑wide tax or ERP solutions
CPA, CMI, or comparable accounting or tax certifications
Formal Project Management training or certification (e.g., PMP)
Experience onboarding and managing third‑party vendors
Strong business acumen and understanding of the ERP marketplace and release cycles
Benefits
Vertex Bonus Plan (VOB)
Role-specific sales commission/bonus
Equity grants
Company
Vertex Inc.
The rapid changes taking place in today’s global business, technology, and regulatory environments are having a compounding effect on the complexity of indirect tax management and putting more pressure on the corporate tax function than ever before.
1001-5000 employees
Funding
Current Stage
Public CompanyTotal Funding
$345M2024-04-23Post Ipo Debt· $345M
2020-07-29IPO
Leadership Team
David DeStefano
Non Executive Chairman
Recent News
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