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Senior Complaints Coordinator at Capital One tackling customer inquiries and complaints. Provide exceptional service while advocating for customer needs in a remote role.
About the role
- Senior Account Manager driving sustainable growth in Deliverect's B2B SaaS platform for high-value accounts. Collaborating with executive stakeholders to define and execute strategic account strategies while mentoring account managers.
Responsibilities
- Own and define sophisticated strategic account plans for a portfolio of high-value/Enterprise clients, ensuring deep alignment between Deliverect's roadmap and the client's long-term business objectives.
- Proactively identify, structure, and close complex expansion opportunities (upsell/cross-sell), navigating multi-stakeholder approval processes and developing custom commercial solutions.
- Lead high-level Quarterly and Bi-Annual Strategic Business Reviews (SBRs/BBRs) with C-suite and executive stakeholders to validate value delivered, solidify partnership, and secure commitment for future investment.
- Serve as a mentor and subject matter expert to Growth Account Managers, providing guidance on managing complex negotiations, developing strategic presentations, and troubleshooting difficult customer scenarios.
- Accurately forecast and manage a large-scale expansion pipeline, consistently achieving and exceeding Net Revenue Retention (NRR) and gross expansion targets for your assigned territory.
- Drive internal change by leading cross-functional initiatives to improve the Enterprise customer journey, collecting and relaying critical product feedback, and co-designing new internal playbooks.
- Work collaboratively with Customer Success, Implementation, and Product teams to ensure the flawless adoption and maximum utilization of our platform across all client locations.
Requirements
- 4+ years of successful, quota-carrying experience in a Strategic/Senior Account Management or Consultative Sales role within the B2B SaaS environment.
- Proven expertise in managing and expanding Enterprise or high-complexity Mid-Market accounts, demonstrating a track record of driving seven-figure ARR expansion.
- Exceptional skills in strategic negotiation, complex contract structuring, and executive presentation, with the ability to influence C-level stakeholders.
- Demonstrated ability to independently define and execute a strategic territory plan that maximizes expansion opportunities and long-term customer health.
- A data-driven and analytical approach, leveraging tools and analytics to identify risk, forecast accurately, and build compelling business cases for expansion.
- A Bachelor’s degree or equivalent work experience.
- Deep understanding of the restaurant/retail technology landscape, POS systems, and the operational challenges facing multi-location brands is a significant asset.
Benefits
- Invest in Your Growth- We provide a dedicated learning budget to help you expand your skills and knowledge in this dynamic environment.
- Solve Meaningful Challenges- Contribute to tackling some of the most significant challenges in the global tech industry, directly impacting the way businesses operate worldwide.
- Drive Innovation- Immerse yourself in a culture where innovation isn't just a buzzword – our weekly releases and new features ensure you're always working on cutting-edge solutions.
- Collaborate with a Global Team- Be part of a diverse, international team that values transparency, visibility, and a multitude of perspectives.
- Be Part of a Unicorn- Join a rapidly scaling SaaS unicorn at the forefront of the order management industry, where your contributions have significant impact.
- Enjoy Regionally Tailored Rewards- Our compensation and benefits packages are thoughtfully designed to reflect the unique needs of each market, ensuring you’re supported with what matters most—right where you are.
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