Senior SaaS Client Relations Lead | Remote-Optical

VSP Vision; United States; Hybrid; USD 63,000 - 109,000; Full time

Job summary

VSP Vision is seeking a senior Account Manager to oversee high-profile, multi-location accounts across the United States. You will leverage Eyefinity product knowledge to deliver measurable outcomes, develop account plans, conduct quarterly business reviews, and build executive-level relationships to maximize customer value and retention.

You will collaborate with Sales, Product, Engineering and Marketing to align customer needs with enterprise goals, while supporting strategic initiatives and

Qualifications

• Bachelor’s degree in Business Administration or related field or equivalent experience.
• 4+ years of account management experience.
• 4+ years of retail/operations management within the multi-location optical industry environment.
• In-depth understanding of software and optical industry.
• Subject matter expert with all Eyefinity products and services.
• Proven strong leadership and communication skills with ability to influence senior-level management.
• Ability to lead account-related project teams.
• Ability to manage multiple concurrent account implementations and business issues.
• Proven ability to adapt to change quickly and work effectively within an agile environment.
• Skill to target communication to audiences including Eyefinity Senior management and outside organizations.
• Proven problem identification and solving capabilities.
• Ability to travel.
• Remote or hybrid: must demonstrate a high level of engagement in virtual environments.

Responsibilities

• Manage all high-profile multi-location accounts (+75 locations).
• Manage accounts that are key to company initiatives and other line of businesses.
• Proactively monitor key accounts to identify problematic issues.
• Escalate client issues to the appropriate business partners and drive solutions as needed.
• Provide in-depth consulting that yields measurable results to individual clients using Eyefinity platform knowledge.
• Recommend and develop workflow process and system changes that deliver quality service and enterprise benefits.
• Develop and maintain account/success plans for each customer outlining strategies and key activities.
• Conduct business reviews on a quarterly basis.
• Build and nurture relationships with executives and key individuals within the account.
• Provide consultative expertise to uncover customer pain points and collaborate internally for solutions.
• Document account requirements and work with Product Management for roadmap incorporation.
• Contribute to department and organizational projects and initiatives.
• Provide SME for internal software initiatives or projects.
• Act as Voice of Customer for product development, partnering cross-functionally to maintain high satisfaction and retention.
• Balance voice of customer with business goals and objectives.
• Partner with Support to reduce costs by analyzing metrics and delivering training.
• Lead strategic marketing initiatives and promote Eyefinity value to key accounts.
• Collaborate with 3rd party vendors to address challenges and opportunities.
• Mentor other Client Relationship managers to advance team goals and compliance.

Skills

Account management

Retail/ops management

Eyefinity software knowledge

Leadership

Communication

Agile environment

Travel willingness

Virtual collaboration

Education

Bachelor’s degree in Business Administration or related field

Tools

Eyefinity platform

Job description

VSP Vision is seeking a senior Account Manager to oversee high-profile, multi-location accounts across the United States. You will leverage Eyefinity product knowledge to deliver measurable outcomes, develop account plans, conduct quarterly business reviews, and build executive-level relationships to maximize customer value and retention.

You will collaborate with Sales, Product, Engineering and Marketing to align customer needs with enterprise goals, while supporting strategic initiatives and