Strategic Account Manager - Portland HQ/Hybrid/Remote

Strategic Account Manager

VETRO provides cutting-edge Geographic Information Systems (GIS) solutions tailored for telecom and broadband providers. Our platform equips organizations with the tools to efficiently design, deploy, and manage fiber optic networks. At VETRO, we are driving innovation in broadband infrastructure, ensuring networks are built and managed with precision, speed, and scalability.

Position Overview

Reporting to the Director of Account Management, the Strategic Account Manager will be responsible for the retention and expansion of key accounts. Your primary objective will be to build strong, long-lasting relationships with our clients, ensuring their satisfaction and identifying opportunities for growth. The ideal candidate will gain a deep understanding of the fiber industry and our customer needs, exceptional customer service skills, and a proven track record of managing and expanding accounts.

Key Responsibilities, including but not limited to:

• Account Renewal, Retention and Growth
  • Drive and lead the renewals process in collaboration with the Account team to preserve and improve customer contracts and relationships.
  • Effectively engage with key decision makers to identify customer requirements and uncover roadblocks to ensure timely commitments.
  • Negotiate and execute renewal contracts (in partnership with Finance) that align to customer goals.
  • Present renewal proposal(s) and options to customer and notify customer of upcoming contract expiration.
  • Discover and identify upsell/cross-sell opportunities upon contract renewal to maximize customer growth.
  • Communicate risk clearly and take the lead in developing resolution strategies, escalating wherever appropriate.
• Relationship Management
  • Build and maintain strong relationships with key stakeholders and decision-makers within client organizations.
  • Serve as the primary point of contact for clients, providing exceptional customer service and support.
  • Understand clients' business objectives and challenges, and provide tailored solutions to meet their needs.
• Performance Analysis and Reporting
  • Monitor account performance and analyze key metrics to identify trends and areas for improvement.
  • Monitor Customer Health metrics, taking appropriate action to proactively engage, as well as lead Customer escalations to resolution.
  • Prepare and present regular reports on account status, renewal forecasts, and expansion opportunities.
  • Use data-driven insights to inform account strategies and decision-making.
• Collaboration and Teamwork
  • Work closely with internal teams, including sales, marketing, product, and customer success, to ensure a seamless client experience.
  • Share client feedback and insights with internal teams to help shape product development and marketing strategies.
  • Participate in team meetings, training sessions, and professional development activities.

Qualifications:

• The successful person in this role will have a successful track record in being a strong revenue generator, ideally in early stage environments.
• 10+ years of experience in account management, sales, or customer success in the SaaS industry
• Bachelor's degree in Business, Marketing, or a related field
• Proven experience in selling SaaS solutions, with a strong ability to engage prospects and drive subscription-based sales
• Ability to develop a strong understanding of VETRO's business model and industry trends
• Excellent communication and interpersonal skills, with the ability to build and maintain strong customer relationships
• Strategic thinker with the ability to develop and execute account plans
• Analytical mindset with the ability to interpret data and use it to inform strategies
• Self-motivated and results-oriented, with a proven ability to meet and exceed targets
• Proficient in CRM software and other account management tools.

Benefits:

• Competitive salary commensurate with experience.
• Comprehensive benefits package, including health insurance, retirement plans with 401K match, remote work stipend, Learning & Development fund, and flexible vacation and PTO.
• Professional development opportunities and career growth within an innovative and rapidly growing company.
• Flexible work arrangements with a remote-first approach.

Work Environment:

• This role has the ability to either work in our Portland, ME HQ or hybrid
• In a hybrid role you are expected to have a designated space that is conducive to productivity and conducting confidential video calls. VETRO will assist with technology needed to set up your home office, as well as offer a semi-monthly internet stipend. While working remotely, you are expected to be distraction-free from non-work responsibilities during working hours.

Join VETRO and be at the forefront of reshaping broadband infrastructure. Apply now to make a significant impact on the future of telecom and help our customers achieve success.

VETRO is proud to be an equal opportunity workplace and employer. We are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, national origin, nationality, immigration status, citizenship, religion or religious creed (or belief, where acceptable), sex/gender, sexual orientation, gender identity and gender expression, pregnancy, marital status, age, citizenship, marital status, handicap or disability, genetic information or characteristics (or those of a family member), Veteran or military status, political belief, or socio-economic status. VETRO does not discriminate against individuals on the basis of those characteristics, or any other characteristic protected by law. VETRO values a diverse workforce and emphasizes an open, inclusive, supportive team working environment.