Strategic Account Manager

The Strategic Account Manager (SAM) plays a pivotal role in building, managing, and expanding long-term relationships with the organization’s most valued clients. This role focuses on aligning client goals with internal capabilities to deliver measurable business outcomes. The SAM serves as a trusted advisor, drives strategic account planning, and ensures cross-functional collaboration to deliver a consistently exceptional client experience.

Working across Sales, Product, Customer Success, and Executive leadership, the SAM is accountable for maintaining a deep understanding of client strategy, ensuring operational excellence, and continuously identifying growth opportunities that add mutual value.

Key Responsibilities:

Client Understanding & Strategic Alignment

• Develop a deep knowledge of client business models, KPIs, industry trends, and strategic objectives.
• Conduct regular executive briefings and strategic reviews to ensure alignment between client and internal goals.
• Maintain a living account plan reflecting current priorities, champions, risks, and opportunities.

Account Planning & Growth

• Own and maintain a strategic account plan with SMART goals, timelines, and internal ownership.
• Identify upsell, cross-sell, and co-innovation opportunities through proactive discovery and data analysis.
• Map customer journeys to align solutions with evolving client needs.

Relationship Management

• Build and nurture multi-level relationships within the client organization, from daily contacts to senior executives.
• Utilize stakeholder mapping and tailored engagement strategies to strengthen partnership depth.
• Promote executive alignment and facilitate joint innovation sessions.

Value Delivery & Performance Outcomes

• Ensure internal delivery teams consistently meet or exceed service level agreements (SLAs).
• Regularly track, benchmark, and communicate client ROI, efficiency gains, and business impact.
• Provide customized performance dashboards, outcome-based reporting, and business cases to support recommendations.

Performance Monitoring & Reporting

• Define and track KPIs tied to client business goals using tools like Salesforce, Power BI, or MTR.
• Prepare and lead Quarterly Business Reviews (QBRs) that highlight strategic impact, not just activity.
• Use storytelling and data visualization to demonstrate trends, risks, and opportunities.

Cross-Functional Collaboration

• Act as the primary liaison between clients and internal teams including Sales, Product, Support, Marketing, and Analytics.
• Coordinate internal resources to address client feedback, implement enhancements, or solve emerging issues.
• Align internal KPIs with client success metrics to drive shared outcomes.

Business Acumen & Industry Knowledge

• Stay informed on market dynamics, industry benchmarks, and competitive movements impacting key accounts.
• Use insights to differentiate solutions, inform strategic conversations, and anticipate client needs.

Key Skills & Qualifications:

Strategic Account Leadership: Proven experience managing enterprise-level or strategic accounts with measurable impact on revenue and retention.

Client-Centric Mindset: Ability to understand, anticipate, and respond to client business objectives with tailored strategies.

Data Fluency: Proficient in using CRM, analytics platforms (e.g., Salesforce, Power BI), and client success metrics to inform decisions.

Communication & Influence: Strong written and verbal communication skills; able to engage senior stakeholders and drive alignment.

Cross-Functional Collaboration: Skilled at navigating matrixed organizations and orchestrating internal efforts for client success.

Problem Solving & Foresight: Comfortable making data-backed recommendations, addressing gaps, and proposing the next best action.

Hours Required:

Monday to Friday, 8:30 AM – 5:00 PM (with flexibility to support key client needs)

Education and Work Experience:

• Bachelor’s Degree in Business, Marketing, or related field; MBA a plus.
• 5 years of experience in Strategic Account Management, Enterprise Sales, or Client Success.

Physical Demands:

The physical demands described here are representative of those required to successfully perform essential job functions. Reasonable accommodations may be made to enable individuals with disabilities to perform them.

While performing this job, the employee is frequently required to sit, use hands to operate a computer, and communicate verbally and in writing. Occasional standing, walking, or lifting up to 20 pounds may be required. Specific vision abilities include close vision and ability to adjust focus.

Work Environment:

This role operates in a professional office environment with moderate noise levels. Occasional travel to client sites may be required.

This job description reflects management’s assignment of essential functions and may be updated as needed to accommodate changes in business objectives or responsibilities.