Senior SaaS Client Relationship Manager

VSP Vision Care; Oregon; Hybrid; USD 63,000 - 109,000; Full time

Benefits offered by this job

Bonus potential

Commission

Job summary

VSP Vision Care seeks an experienced Client Relationship Manager to manage high-profile multi-location Eyefinity accounts and drive adoption of Eyefinity’s SaaS platform. You will proactively address issues, consult with executives, and partner with Sales, Product, Engineering, Support, and Marketing to maximize client value.

The role requires 4+ years in account management and multi-location optical retail, with strong leadership and communication skills.

Qualifications

• Bachelor's degree in Business Administration or related field or equivalent experience.
• 4+ years of account management experience.
• 4+ years of retail/operation 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 business partners and effectively partner with 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.
• Ability to travel.

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.
• Use expert 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 quarterly 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 for inclusion in the product roadmap.
• Contribute to and collaborate as required on department and organizational projects, task forces and client-focused initiatives.
• Provide Subject Matter Expertise (SME) for internal software initiatives or projects.
• Act as the "Voice of Customer" for ongoing product development and feedback, partnering cross-functionally with Sales, Product, Engineering, Support, andMarketing to achieve and maintain high satisfaction levels and ensure client retention.
• Strive to find the right balance of acting as the voice of the customer while also representing and supporting business goals and objectives.
• 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.
• Act as a primary conduit for strategic marketing initiatives by promoting the value of Eyefinity products to key accounts through satisfaction results, service performance results, technology advancements, and quality or production advancements.
• Collaborate with 3rd party vendors to help address business challenges and opportunities while driving additional revenue for Eyefinity
• Act as a primary mentor for other Client Relationship managers to provide recommendations, tools, processes and training to advance the goals and compliance of the team

Skills

Account management

Client relationships

Leadership

Communication

Willing to travel

Education

Bachelor's degree in Business Administration or related field

Job description

Manage enterprise/large retail customers with 75 or more locations for Eyefinity. Empower customers to increase the adoption of Eyefinity's SaaS (software as a service) platform in order maximize the business value realization. Demonstrate the ability to manage challenging account issues proactively and effectively. Utilize expert product knowledge, optical industry expertise, consultative skills to strengthen and grow client relationships. Help evolve internal and external processes to support both customer and enterprise strategic initiatives.

• 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
• Use expert 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 quarterly 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 for inclusion in the product roadmap
• Contribute to and collaborate as required on department and organizational projects, task forces and client-focused initiatives
• Provide Subject Matter Expertise (SME) for internal software initiatives or projects
• Act as the "Voice of Customer" for ongoing product development and feedback, partnering cross-functionally with Sales, Product, Engineering, Support, andMarketing to achieve and maintain high satisfaction levels and ensure client retention
• Strive to find the right balance of acting as the voice of the customer while also representing and supporting business goals and objectives
• 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
• Act as primary conduit for strategic marketing initiatives by promoting the value of Eyefinity products to key accounts through satisfaction results, service performance results, technology advancements, and quality or production advancements
• Collaborate with 3rd party vendors to help address business challenges and opportunities while driving additional revenue for Eyefinity
• Act as a primary mentor for other Client Relationship managers to provide recommendations, tools, processes and training to advance the goals and compliance of the team

Job Specifications

• Bachelor's degree in Business Administration or related field or equivalent experience
• 4+ years of account management experience
• 4+ years of retail/operation 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 business partners and effectively partner with 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
• For roles that are remote (i.e., Work From Home (WFH)) or hybrid (i.e., partial onsite at a VSP location and WFH), must demonstrate a high level of engagement in virtual environments, including maintaining camera presence during meetings to support effective communication and team alignment

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. Salary Ranges: $63,000.00 - $108,675.00

VSP Vision is an equal opportunity employer and gives consideration for employment to qualified applicants without regard to age, gender, race, color, religion, sex, national origin, disability or protected veteran status.

We maintain a drug-free workplace and perform pre-employment substance abuse testing.

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.

As a regular part of doing business, VSP Vision ("VSP") collects many different types of personal information, including protected health information, about our audiences, including members, doctors, clients, brokers, business partners, and employees. VSP Vision employees will have access to this sensitive personal information and are subject to follow Information Security and Privacy Policies.