Senior Strategic Account Manager

🕒 Setembro 16

🍂 Massachusetts – Remoto

🍂 Massachusetts – Remote

⏰ Tempo Integral

🟠 Sênior

💰 Gerente de Contas

👻 Score fantasma 15%

O que significa: quão provável esta vaga está aberta sem contratação ativa.Como ler: 60% ou mais significa que achamos que é uma vaga fantasma. Pontuações mais baixas preocupam menos.Como pontuamos: tempo em aberto, republicações, vagas abertas vs tamanho do time, rapidez para fechar vagas, e se o salário está divulgado.Observação: é uma estimativa de dados públicos, não um julgamento da empresa. Vagas reais podem ter pontuação alta, então use como uma dica, não como um fato.

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CustomerGaige

SiteLinkedInTodas as Vagas

51 - 200 funcionários

Fundada em 2007

☁️ SaaS

🤝 B2B

🤖 Inteligência Artificial

💰 Seed Round - CustomerGauge em 2020-01

SaaS • B2B • Artificial Intelligence

CustomerGauge é uma plataforma de experiência do cliente (CX) B2B que captura feedback em tempo real a nível de conta e vincula diretamente o Net Promoter Score (NPS) e outros sinais a receitas, riscos e resultados financeiros. A plataforma enfatiza o NPS Centrado em Contas e Baseado em Receitas, fornece painéis e análises (incluindo uma visão Monetize CX) e inclui agentes impulsionados por IA (Gaige AI) que analisam feedback não estruturado e geram recomendações de resposta e sinais de ação. CustomerGauge é vendida como uma solução SaaS para empresas B2B de diversos setores (manufatura, bens de consumo, logística, tecnologia, serviços) para proteger e aumentar a receita das contas ao expor riscos de cancelamento, oportunidades de expansão e playbooks prescritivos para fechar o ciclo com os clientes.

Descrição

• Partner with customers to define success metrics and demonstrate measurable business outcomes • Communicate ROI to executive stakeholders and establish CustomerGauge as a strategic partner • Manage the entire strategic account portfolio • Achieve assigned strategic account KPIs and OKRs • Maintain a team Net Retention Rate of 105% • Ensure one touch per account each month • Conduct 10 Impact Reviews per quarter with key client stakeholders • Establish and nurture long-term client relationships • Build trusted executive relationships across customer organizations • Address customer queries and concerns promptly • Advocate solutions and innovative ideas to meet client needs • Act as liaison between key customers and internal teams • Identify strategic opportunities that increase customer value and long-term revenue • Monitor sales performance metrics and report trends • Prepare monthly, quarterly, and annual reports and forecasts • Identify upsell and cross-sell opportunities with the commercial team • Activate promoters for referrals and further upsell opportunities • Connect Executive Sponsors with high-value and strategic accounts to decrease churn risk • Identify and report or escalate churn risks • Develop proactive action plans for all accounts • Collaborate with Account Services and internal stakeholders to guide, assist, and develop partner accounts • Understand technical questions and communicate solutions • Contribute as an evangelist, culture carrier, educator, and communicator, including potential podcast or LinkedIn participation • Collaborate cross-functionally with Sales, Marketing, Product, and Account Services to drive coordinated customer engagement and commercial success • Use AI and automation to improve productivity, enhance customer engagement, and eliminate repetitive work • Travel occasionally to customer sites, events, company meetings, and global offices

🎯 Requisitos

• Bachelor's level degree is preferable • 5+ years of account management, customer success, support, or service experience • Aptitude for explaining and providing training to others • Ability to work independently and as part of a team • Ability to take ownership of projects • Understanding of customer retention concepts • Exceptional communication skills • Comfortable presenting to key stakeholders within accounts • Customer-focused and commercially minded • Ability to thrive in a dynamic, constantly evolving high-tech environment • Ability to multitask, change priorities, and organize • Fluency in English is required • Any other European language is preferred • Proactive adoption of AI and automation tools and ways of working

🏖️ Benefícios

• Competitive compensation package including uncapped variable component • Health Insurance (Medical, Dental & Vision) with 70% contribution for employees • Participation in the SAR Plan • Unlimited PTO (manager approval required) • MacBook provided • Occasional travel to customers and global offices • Full-time remote position • High-impact role in an emerging industry leader • Cross-functional collaboration with Sales, Marketing, Product and Account Services • Opportunities for career growth and internal development in a fast-growing international SaaS company • Diverse and inclusive workplace • Exposure to a global, multicultural team • Potential promotion paths to product management, pre-sales engineering, education, or people management