Strategic Account Manager (SAM)

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Key Responsibilities

1. Client Relationship Management & Retention:

• Serve as the main day-to-day contact for a portfolio of clients, building strong, trusted relationships.
• Conduct regular check-in calls and meetings to ensure client needs are being met and to gather feedback.
• Support the preparation and delivery of Quarterly Business Reviews (QBRs) led by senior team members.
• Proactively manage renewal cycles, ensuring a smooth and timely process to achieve high retention rates.

2. Churn Management & Risk Identification:

• Closely monitor client health scores, product usage data, and support ticket trends to identify early warning signs of risk.
• Flag at-risk accounts to your manager and collaborate on developing action plans to address concerns.
• Actively respond to and resolve client issues in a timely manner, escalating complex problems when necessary.

3. Revenue Growth: Cross-Selling & Upselling Support:

• Develop a strong understanding of our product suite to identify and qualify expansion opportunities.

• Upselling:

  Propose upgrades to higher-tier plans or additional features that deliver more value to the client.

• Cross-Selling:

  Introduce and educate clients on complementary products or services that meet their emerging needs.
• Manage a pipeline of growth opportunities and contribute to the team's revenue targets.

4. Account Development Support:

• Assist in the research and mapping of your client accounts to identify new contacts and departments for expansion.
• Collaborate with internal teams (Marketing, Support, Product) to ensure a seamless client experience.
• Document all client interactions, notes, and next steps meticulously in the CRM.

Required Qualifications & Experience

• Bachelors degree in Business, Communications, or a related field.

• 2-4 years of experience in a client-facing role

  such as Account Management, Customer Success, Sales Development, or Inside Sales.
• A foundational understanding of the sales/account management lifecycle (onboarding, adoption, renewal, expansion).