Senior Account Manager

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 larger customers, including increasing adoption/utilization, ensuring retention, expanding revenue, and monitoring satisfaction.
• Establish partnerships with customers to build Account Plans, define critical goals or KPIs, and aid in achieving their goals.
• Empathize with every aspect of the 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 close up-selling and cross-selling opportunities quickly and independently.
• Represent the voice of the customer across the organization to inform 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.