Account Manager responsible for renewal and expansion of subscription contracts for enterprise customers. Collaborating with multiple teams to sustain and grow recurring revenue in cybersecurity.
About the role
- Manage strategic customer accounts focusing on retention and revenue growth at VGS, a leader in payment tokenization.
Responsibilities
- Manage a portfolio of existing top-tier and strategic customer accounts.
- Drive immediate onboarding activities such as integrations and training for new customers by partnering with VGS and customer implementation teams.
- Own and nurture relationships with our larger customers, which includes, but is not limited to: increasing adoption/utilization, ensuring retention, working collaboratively to expand revenue, and monitoring satisfaction.
- Establish a partnership with customers in order to build Account Plans, defining critical goals, or other key performance indicators and aid in achieving their goals.
- Empathize with every aspect of our customer’s experience, from onboarding to renewal.
- Measure and monitor customer's achievement of critical and key performance indicators, reporting both internally and externally.
- Establish regular cadence (weekly, monthly, quarterly) with each assigned client, performing discovery meetings and executive business reviews.
- Establish a trusted/strategic advisor relationship with each assigned customer and drive continued value of our solution and services.
- Identify, manage, and work quickly and independently to close up-selling and cross-selling opportunities.
- Represent the voice of the customer across the organization to inform our sales process and product roadmap.
- Identify opportunities for customers to be brand champions and advocates, build testimonials and case studies.
- Assist in workshops to help customers leverage the full value of VGS solution.
Requirements
- 4+ years of customer-facing experience, mainly as an Account Manager with proven ability for increasing satisfaction, driving adoption, retention, and revenue expansions
- Experience growing an existing account base, comfortable with pitching new products and negotiating
- Experience in maintaining a minimum of 95% renewal revenue to minimize churn
- Drive new business growth through greater customer advocacy
- Experience working with complex, multi-divisional, multi-geographical customers
- Experience driving process improvement and building new processes in a startup environment
- Strong leadership, project management, presentation skills and a bias for action
- A high-degree of empathy, impressive executive presence, and communication abilities
- Ability to create structure in ambiguous situations and design effective processes
- Experience working cross-functionally with Sales, Product, Marketing, Engineering, Product and Compliance/Legal teams
- Experience with tokenization, payment processing, cryptology, and security products highly desired
- Out of the box thinker that thrives in a fast paced startup environment
- Travel required
- BA/BS preferred
Benefits
- Flexible work hours and flexible PTO
- Competitive health benefits
- VGS stock options
- 401k plan, with employer matching 4% and immediate vesting (available only for US employees)
- Life & disability insurance
- Pre-tax flexible spending accounts, dependent and healthcare FSA (available only for US employees)
- Global parental leave program
- Employee Assistance Program
- Home Internet reimbursement
- New hire home office set up allowance
- Professional learning reimbursement
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