What are the responsibilities and job description for the Strategic Account Manager position at Service Pro by MSI Data?
Description
MSI Data has positioned itself as an up-and-coming player in the world of field service management with an end-to-end cloud-based service execution solutions platform for OEMs, operators, and 3rd-party service providers. The company’s cloud-based platform allows customers to maximize cash management by enabling them to eliminate opportunities for lost revenue, increase time to cash, and mitigate against unplanned downtime, whether for themselves or their customers, by transitioning from reactive to proactive service delivery.
MSI’s Service Pro is a unique pure-play offering that performs especially well in industries with more complex assets – requiring management of spare parts, inventory, contract entitlements, and 3rd party servicing (e.g., heavy assets as a service) all of which are delivered via a mobile app to technicians in the field. MSI’s solution is very sticky given tight integration with the workflows of the field service organization, which can be configured for the customer’s specific assets.
Background and Opportunity
According to Gartner, the Field Service Management (FSM) software market is experiencing unprecedented double-digit growth. Driven by the need for a better customer experience and process efficiencies, companies and investors have recognized numerous opportunities for incremental revenue streams through end-to-end FSM solutions. FSM sits at the intersection of core IT and OT platforms, drawing on data from CRM and ERP systems to enable field service organizations to effectively service installed assets in the field.
The increased use of mobile devices, the ubiquity of big data and the Internet of Things (IoT), the use of wearables, as well as the advances in intelligent chat, text, and workflow-based automated communications have significantly and positively impacted the market opportunity for FSM software providers.
Are you a seasoned, customer-focused professional with a passion for technology and driving real value? We are looking for a Strategic Account Manager (SAM) to be the primary post-onboarding liaison and trusted advisor for our valued clients. This is a pivotal role where you'll directly contribute to our clients' success and our company's growth.
As a SAM, you won't just manage accounts; you'll forge deep, lasting partnerships. You will be the main point of contact, immersing yourself in the client's business, technical landscape, and both their short-term and long-term objectives and challenges.
Your mission is to ensure customers successfully adopt, utilize, and derive maximum value from the Service Pro Platform. You will:
- Champion Customer Success: Drive customer retention, satisfaction, and loyalty.
- Guide and Strategize: Use the MSI “Scorecard for Success” to formulate guidance and maintain a regular communication cadence.
- Achieve Business Goals: Proactively guide customers to meet their business goals and maximize the return on their investment.
- Identify Growth Opportunities: Drive usage expansion and platform growth through strategic upsell opportunities.
We are looking for a blend of experience, technical savvy, and a relentless passion for the customer.
- Minimum of four (4) years of experience in a customer-facing role such as Customer Success, Account Management, or Project Management for a software company. Experience in a software or technology company is preferred.
- A Bachelor's Degree or 4-year degree is required.
- A proven ability to learn and adapt quickly to new technologies, product features, and technical concepts.
- Experience successfully navigating challenging customer relationships and complex technical issues.
- The ability to effectively communicate and coordinate solutions with both internal teams and the customer.
- Familiarity with relevant technical domains (e.g., cloud platforms, APIs, databases/SQL, networking) is desirable.
- You must successfully pass a company-administered assessment demonstrating proficiency in our product(s) and relevant technologies within 60 days of employment.
- You possess excellent interpersonal, written, and verbal communication skills.
- Comfortable leading training or product sessions during user conferences or online user sessions.
- You have strong analytical capabilities to understand business concepts, interpret complex workflows, and develop effective solutions.
- A true passion for helping customers maximize technical benefits and value.
- Possess the business acumen to align our technical solutions with the customer's strategic business goals.
- You are resilient, able to recover quickly from difficult situations, and persistent in resolving technical challenges.
- A curious mind: You will actively investigate, pursue, and tackle technical challenges for the benefit of your customer.
- Demonstrate strong time-management, organizational, and basic project management skills.
- A proactive self-starter with a history of producing results with minimal direction.
- Adept at managing ** multiple competing priorities** and effectively communicating deadlines and dependencies.
Ready to step into a role where your technical expertise and passion for customer success make a measurable impact every day? We're excited to see your application!
Interview Process
· Screening Interview: 30-Minutes
· Interview 1: 60-Minute Panel Interview (virtual)
· Interview 2: 90-Minute SLT Panel Interview (in person or virtual)