POSITION OVERVIEW: The Strategic Account Manager is responsible for managing the long-term relationship of high-volume clients to ensure client satisfaction and consistent growth with existing accounts. The Strategic Account Manager will become the primary owner of the day-to-day account management responsibilities that include all service, product, pricing needs as well as strategic growth and development.
JOB RESPONSIBILIITIES:
Ultimately responsible for retention and growth of current clients
Manage new account transition after initial implementation and promote subsequent account growth by monitoring client business needs and pairing those with Path-Tec solutions
Frequent interaction with assigned clients, including but not limited to managing their products, proposals, technology needs and more, with prompt follow-up on client requests
Operate as the lead point of contact for all matters specific to the client
Build and maintain strong, long-lasting co-worker and client relationships
Develop a trusted advisor relationship with key client stakeholders and Strategic sponsors
Liaise between clients and cross-functional internal teams to ensure the timely and successful delivery of our solutions according to client needs and objectives
Clearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholders through structured service reviews
Forecast and track key account metrics to develop and oversee client retention campaigns; learn and recognize triggers based on client behavior and engage with clients who request to terminate or downgrade service to positively influence client decisions for mutual benefit
Identify needs and growth opportunities within account and collaborate with Sales team to create account strategies and bundled solutions.
Assist with all client issues and provide escalation, as needed
Manage year-end pricing changes and contract renewals
Professional appearance and demeanor
Job responsibilities are subject to change to align with business goals and are not intended to be all inclusive
Travel required
Other duties as assigned
ABILITIES REQUIRED:
8 – 10 years of account and project management experience or relevant work experience with demonstrated problem-solving, critical thinking, and decision-making skills
4+ years of Path-Tec or related industry experience
Identify business growth opportunities with clients
Expert in Microsoft Applications (i.e. Outlook, Word, Excel, PowerPoint)
Demonstrated communication proficiency; ability to successfully complete solo account meetings and presentations, with little or no supervision, at the highest level of an organization
Proven capacity for managing multiple high-level tasks and demanding projects, while maintaining organization and timely completion, with expressed client satisfaction
Exceptional delivery of client-focused solutions based on client needs and company capacity
Excellent verbal and written communication skills
First-rate listening, analytical, and presentation skills
Well-developed interpersonal skills with the ability to effectively provide and receive feedback
Strong networking skills with proven ability to work harmoniously with others to maximize productivity and profitability
Keen perception of arising issues with proven track record for swift resolution to mitigate negative impact to client and/or to company
Detail orientated with low error levels, while working under pressure in a fast-paced environment where re-prioritization is frequent and necessary to maintain client confidence and preserve Path-Tec’s exemplary reputation
QUALIFICATIONS:
Bachelor’s degree required (preferably in related field) or significant work experience equivalency
All prospective employees must pass a background and drug check
