Senior SaaS Client Relationship Manager

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

Job 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
• 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, and Marketing 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
• Remote or hybrid: must demonstrate a high level of engagement in virtual environments, maintain camera presence during meetings to support effective communication and team alignment

Compensation

Compensation range for the role is listed below.

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

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.

Equal Opportunity & Diversity

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.

Legal Compliance

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.