Strategic Account Manager

Overview:

Are you passionate about the chance to bring your business development experience to a world class organization that is leading the way in both content and technology to make a safer and more secure world? Do you have the skills necessary to work as a team within Business Development and across the enterprise to develop innovative solutions and strategies? If you are a team player and have excellent client and project management skills, coupled with the ability to work in complex environments, then our client is looking for you!

The Strategic Account Manager will serve as the primary relationship manager of their big three CLEAR accounts. This role is responsible for building trusted relationships, identifying opportunities, and driving revenue growth by aligning company solutions with mission and operational priorities. The Strategic Account Manager is responsible for developing and executing strategies to retain customers, reduce churn, and maximize all financial aspects of our programs through targeted engagement and value delivery. This role oversees customer lifecycle programs, leads cross-functional efforts to improve retention, and ensures high-impact customer experience to drive loyalty, value creation, and long-term growth. The Strategic Account Manager will also work cross-functionally with internal sales teams, program managers, and external stakeholders to deliver measurable value while navigating the complex federal landscape.

Responsibilities:

Account Strategy & Ownership

• Developing and executing a comprehensive account plan for the strategic CLEAR portfolio of accounts, aligning with departmental priorities, funding streams, and long-term objectives.
• Maintaining a deep understanding of customer missions, organizational structures, key initiatives, and procurement processes.
• Building, managing, and expanding executive-level and working-level relationships across the agencies, bureaus, and offices.
• Designing and leading retention strategies to reduce churn and increase revenue & customer lifetime value (CLV).
• Developing Voice of Customer (VoC) initiatives to capture insights and inform product and service improvements.
• Implementing scalable programs that build deeper customer relationships (e.g., customer coaches, customer executive sponsorship, customer advisory boards, etc.).
• Designing and overseeing engagement campaigns across key touchpoints (onboarding, milestone check-ins, usage prompts, training, etc.).
• Tracking key impacts across contracts for coordination with Sales and Growth teams, including partnerships, marketing, legal, HRC, and others to advance revenue retention and facilitate cross collaboration across territories.

Business Development

• Driving the retention and sales lifecycle for assigned accounts.
• Working closely with the Sales and Account Management teams in exceeded sales, revenue and growth targets by identifying new opportunities in assigned accounts, expanding existing contracts, and introducing new and innovative solutions.
• Collaborating with capture, proposal, technical, and delivery teams to ensure compelling, compliant responses to solicitations.

Customer Advocacy & Relationship Management

• Serving as a trusted advisor to assign account stakeholders by aligning solutions to mission outcomes.
• Providing thought leadership and insight into portfolio priorities, emerging trends, the flow of funding, as well as pain points.
• Ensuring high levels of customer satisfaction through proactive communication, issue resolution, and delivery oversight.

Internal Collaboration

• Partnering with marketing, product, and engineering teams to align company capabilities with portfolio requirements.
• Briefing senior leadership on account performance, pipeline health, and customer feedback.
• Mentoring junior team members in federal account strategy, sales best practices, and relationship management.

Qualifications:

• Bachelor’s degree; Equivalent experience will be considered in lieu of a degree.
• 5 years of account management or business development experience with the DOJ, DHS, DoS, or similar federal agencies.
• Demonstrated track record of managing large, strategic, high priority accounts.
• Strong relationships within portfolio and experience navigating its procurement landscape.
• Excellent communication, negotiation, and executive presence skills.
• Ability to obtain and maintain a U.S. national security clearance
• U.S. Citizenship essential to comply with government contract/agency or department of Federal Government requirements.