Strategic Account Manager

Position Overview
ObjectWave is a digital marketing technology and services company. We provide consulting, implementation and managed solutions for eCommerce. With over 25 years of experience building enterprise level systems, ObjectWave brings a unique perspective to eCommerce implementations resulting in the best customer experience and accelerated eCommerce sales.

The Strategic Account Manager will be responsible for customer success. As the customer advocate, the SAM is a leader in the company, responsible for overall account health, retention, growth and profitability. In addition to managing multiple customers the Account Manager provides reporting and visibility to the Executive Team. The SAM is responsible for identifying opportunities to expand and deepen client relationships, increase revenue, and ensure referral.

The SAM will own the relationship between ObjectWave and the customer and will do everything possible to achieve total customer satisfaction.

Responsibilities

  • Develop consistent long-term partnerships with customers to ensure mutual success and value realization
  • Establish strong customer relationships based on knowledge of customer’s business, requirements and commitment to value
  • Build a foundation on which to harvest future business opportunities
  • Actively understand each customer’s technology footprint, strategic growth plans, technology strategy and competitive landscape
  • Review public information (e.g. new executive appointments, earnings statements, press releases) for the company and its competitors to remain updated on key industry trends and issues impacting the customer
  • Day-to-day management of technically complex and demanding customer accounts
  • In partnership with clients and the ObjectWave team ensure timely and profitable execution of all project deliverables to align with client strategic and business goals
  • Regularly communicate with assigned accounts, set expectations and negotiate priorities appropriately
  • Work with internal Project Managers to manage project timelines, resources and revenue
  • Management of client issues, including timely resolution and the identification of remediation opportunities
  • Identify and resolve systemic issues to prevent them from repeating
  • Escalate any major roadblocks or risk factors to the team and work collaboratively to quickly resolve issues
  • Manage, communicate and report on project and issue resolution status to stakeholders, including C-level executives
  • Understand the underlying technologies being used in eCommerce implementations to be able to confidently engage with customer IT professionals
  • Own client relationship as a strategic partner, advocate, trusted advisor and ecommerce expert
  • Point of escalation for client management
  • Collaborate with clients to define metrics and success criteria, and report against these metrics throughout the relationship
  • Establish ongoing partnerships with ObjectWave IT and Operations to ensure a smooth and productive flow of work
  • Promote a positive, can-do, solution-oriented work environment
  • Support proposal development and project planning
  • Assist in managing external resources that may owe deliverables to project
  • Ensure account health, profitability, retention and growth
  • Understand short and long-term customer goals and objectives and recommend additional ObjectWave services
  • Identify and pursue new business opportunities within existing accounts
  • Maintain and progress an active sales pipeline for assigned accounts
  • Advance and close sales opportunities
  • Achieve/exceed territory revenue plan.
  • Responsible for creating and updating all account information in company CRM
  • Devise overall strategy for each assigned account, with the help of the SVP Sales and Marketing and other functions (Operations, Project Management, IT, etc.)
  • Prepare an account plan for each customer in the portfolio
  • Acquire detailed in-depth knowledge of ObjectWave services and to keep that knowledge up-to-date
  • Report back from customer meetings; recording customer feedback, gathering customer intelligence and follow-up as required
  • Organize, prepare and conduct regular Account Reviews with customers to ensure alignment, uncover opportunities and address all customer issues

Qualifications:

  • Bachelor of Science in Computer Science, MIS, Business or similar degree
  • Experience selling software or web-based products and/or account management of software/web implementation customers
  • 7+ years of progressively responsible roles relating to technical services and client-facing in consulting, agency or software industries – eCommerce experience preferred
  • Preference for strong project management background, including schedule, scope, issue and risk management experience, change management, strategic planning and analysis
  • Must have experience managing a variety of teams, including small engagements as well as large initiatives. Should have experience estimating project work and cost
  • Must have a desire and to develop new business and manage client relationships
  • Has experience or proficiency with software/web implementation projects
  • Strong analytical, problem solving, and quality experience
  • Refined, diplomatic communication skills: ability to communicate effectively with all colleagues as well as with all levels of client organizations from software developers up to C-level executives
  • Comfortable presenting to C-level executives
  • Ability to understand business problems and articulate information back to business owners
  • Proven record of ability to learn new products and technologies quickly
  • Strong Work Ethic – puts in the work to please the customer and achieve results
  • Experience in developing work plans, project scopes, pricing estimates, and presentations to be able to sell to clients
  • Must have firm understanding of software/web development processes
  • The Strategic Account Manager will have a proven track record of successful account management with large global companies
  • Dynamic self starter who has the ability to network and manage relationships across many different functions within a complex organization.
  • Ability to think strategically and take ownership of a customer relationship
  • Excellent interpersonal skills and ability to develop strong cross-functional working relationships
  • Demonstrated negotiation skills
  • Creativity – proven ability to develop original ideas, approaches, and solutions to any situation
  • Outstanding project/time management skills, detail-oriented
  • Excellent organizational, verbal and written communication and presentation skills
  • Proficient in MS Office applications
  • Proven leadership skills
  • Flexibility for travel – 25%-35%