SaaS Client Relationship Manager

Manage small to medium accounts (up to 75 locations). Proactively monitor key accounts to identify problematic issues. Escalate client issues to the appropriate business partners and drive solutions as needed

Use platform knowledge and optical industry knowledge, provide in-depth consulting that yields measurable results to individual clients. Recommend and develop workflow process and system changes that will deliver quality service to external customers that also benefits enterprise initiatives

Develop and maintain account/success plans for each customer that outline strategies, initiatives, and key activities that help enable customers to successfully utilize the Eyefinity platform. Conduct business reviews on a semi/annual basis

Build and nurture strong relationships with executives and key individuals within the account and continue highlight the value of the platform

Provide consultative expertise to uncover customer pain points and collaborate internally to find solutions. As applicable, document specific account requirements and work back with Product Management team on inclusion in the product roadmap

Develop and maintain strategic partnership with cross functional teams across lines of businesses to facilitate timely response to complex business challenges and opportunities

Act as the "Voice of Customer" for ongoing product development and feedback, partnering cross-functionally with Sales, Product, Engineering, Support, and Marketing to achieve and maintain high satisfaction levels and ensure client retention

Partner with the Support Organization to identify opportunities to drive down support costs by analyzing metrics, identifying knowledge gaps, and implementing training and other activities that will decrease support cases

Collaborate with 3rd party vendors to help address business challenges and opportunities while driving additional revenue for Eyefinity

Job Specifications

Typically has the following skills or abilities:

Bachelor's degree in Marketing, Communications or Business or equivalent experience

2+ years of experience in account management

2+ years of sales experience or channel partner experience

Proven project management skills; deadline oriented

Demonstrated ability to analyze data and make recommendations to upper management

Persuasive communication and interpersonal skills

Regularly exercises discretion and independent judgment in the performance of his/her job duties

CRM experience

Ability to travel 10%

#LI-EYEFINITY

Compensation range for the role is listed below. Applicable salary ranges may differ across markets. Actual pay will be determined based on experience and other job-related factors permitted by law. As a part of the compensation package, this role may include eligible bonuses and commissions. For more information regarding VSP Vision benefits, please click here.

Unincorporated LA County Residents: Qualified Applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act, and any other similar laws.

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