Strategic Account Manager, Freshpaint

• Consultative Customer Engagement
• Over 10 years of experience in customer-facing roles within enterprise software or SaaS, demonstrating expertise in management consulting, account management, or customer success management
• Relationship Building & Growth
• Proven success in leading customer engagements, fostering B2B/B2C relationships, resulting in increased adoption, customer satisfaction, and contract value growth on both upsells and renewals
• Technical Proficiency & Stakeholder Alignment
• Proficient in aligning technical concepts and features with required capabilities, effectively presenting to diverse stakeholders, and engaging with senior executives on technical and business topics
• Analytical & Operational Excellence
• Strong operational discipline with an analytical, process-oriented mindset, employing data-based decision-making and resourceful problem-solving skills to provide optimal solutions
• Effective Communication & Collaboration
• Exceptional oral and written communication skills, with the ability to work cross-functionally
• Facilitate business reviews, and develop and deliver presentations to end users and C-Level executives
• Team Collaboration & Leadership
• Demonstrated ability to excel in a collaborative, geographically dispersed team environment while also working independently with minimal supervision, managing multiple tasks and requests with outstanding organizational and project management skills
• Passion for Customer Success
• Deep commitment to customer success and service mentality, with diplomacy, tact, and poise under pressure when addressing customer issues
• Ability to drive adoption and sell new product offerings and services

Desirable

• Our Strategic Account Managers (SAMs) own the full lifecycle relationship with our most strategic and important customers, helping them navigate the data privacy world and Freshpaint’s offerings
• SAMs dive deep with customers to understand their business and how to best support them on their data privacy journeys – leveraging the power of Freshpaint’s broader teams to accomplish this
• Own leading and lagging indicators of success
• Manage 10-20 strategic accounts with an average ARR of $250k-$350k
• Retain and grow the revenue for existing Freshpaint customers, owning the net retention rate of your customer base
• Own product adoption metrics, value plan, and relationship plan for your customers
• Maintain high NPS scores for both implementation and account satisfaction
• Ensure a managed ARR of $2.5M-$4.5M
• Achieve operational excellence
• Ensure all communication and activities with assigned customers are documented in CRM (Hubspot)
• Use Freshpaint effectively to measure customer product KPIs and run adoption analyses for customers
• Continuously measure and communicate key metrics to peers and leadership
• Maintain high attention to detail for keeping Hubspot customer fields up to date, including forecasting and AM health metrics
• Master running adoption metrics analysis in Freshpaint for customers and product health tracking, and proficient in Looker
• Own the entire customer journey
• Support customers coming out of implementation and launch validation, and assist with accelerating breadth of adoption and positive business outcomes for the customer and Freshpaint
• Standardize SAM customer engagement and measure its impact at each stage of the customer lifecycle
• Conduct quarterly business reviews to document success to date, review adoption and usage metrics, align on executive priorities, provide adoption and usage recommendations & review Freshpaint product roadmap
• Enroll customers in new beta programs and ensure customer feedback informs our product roadmap
• Ensure satisfactory resolution of Freshpaint-related technical issues, including coordination of cross-departmental Freshpaint resources (e.g. Support, Customer Success engineering)
• Own the renewal and expansion commercial processes
• Deliver business value
• Work with customers to develop a value and success plan that outlines how Freshpaint adoption will address their required capabilities needed to achieve positive business outcomes both immediately and in the future
• Drive adoption through innovation, product demonstration, and customer alignment
• Recommend solutions to changing client requirements and emergent problems by carefully identifying and assessing all risks and benefits of possible approaches
• Measure, communicate, and demonstrate ROI to your customers in check-ins and customer quarterly business reviews
• Map customer value to positive business outcomes through a deep understanding of the customer's business
• Become knowledgeable about healthcare data privacy
• Have complete context on our product and become an expert in the larger healthcare data privacy space
• Educate our customers on the value and associated positive business outcomes of the healthcare data privacy platform
• Communicate technical concepts clearly. Convey sound data principles to a wide variety of audiences: marketers, product managers, data scientists, engineers, and VP/C-level executives
• Master complex and standard Freshpaint use cases and customer stories
• Understand adoption drivers and influence adoption meaningfully
• Form close relationships with our customers
• Serve as the trusted advisor for key customer champions and executives including C-levels
• Cultivate relationships with key customer roles from functional owners to senior management
• Support Freshpaint customer community events to promote community relationships
• Maintain excellent customer relationships that span multiple stakeholders at multiple levels (analyst, manager, Director, C-level)
• Ensure strong relationships with more than one champion in every account
• Advocate for the best customer experience
• Serve as the customer’s advocate to other Freshpaint resources in Product, Support, Engineering, Marketing, & Partnerships
• Serve as the voice of the customer internally at Freshpaint by providing customer feedback to product, creating customer case studies with marketing, facilitating referrals for technical or services partnerships, or coordinating customer referrals for sales
• Ensure executive sponsors are coordinated with key account activities to drive key adoption and retention metrics
• Expand existing customers
• Grow Freshpaint revenue via upsells while providing an ideal customer experience
• Proactively identify where and how Freshpaint capabilities can deliver incremental business value
• Build an account plan and whitespace expansion opportunities with clear objectives, requirements, and action plan, that delineates roles, responsibilities, and target timelines with the aim of driving value with their current contract with Freshpaint
• Constantly iterate on our process
• Be part of a growing team at Freshpaint and help inform our approach to our customer lifecycle processes
• Work cross-functionally and manage special projects internally to help Freshpaint scale as fast as possible
• Contribute to our team growth by creating new content, playbooks, and processes for peers to use as winning strategies
• Travel up to 30% of the time
• Drive customer attendance to Freshpaint in-person events and attend industry events to engage customer stakeholders
• Visit customers onsite where possible for partnership reviews and relationship building